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- Tasks: Lead a dynamic team of Italian-speaking Customer Service Advisors and enhance customer experiences.
- Company: Join tombola, a forward-thinking company that values diversity and inclusivity.
- Benefits: Enjoy a hybrid work model, competitive salary, and opportunities for personal growth.
- Why this job: Make a real impact while developing your leadership skills in a vibrant environment.
- Qualifications: Fluent in Italian and English with strong leadership experience.
- Other info: Be part of a culture that celebrates differences and encourages everyone to apply.
The predicted salary is between 36000 - 60000 £ per year.
North East England based | Hybrid Full time | Permanent Shifts discussed at interview.
We’re on the lookout for an Italian speaking Customer Service Team Leader to join our Italian team, supporting and covering our Italian territory while helping shape how we deliver brilliant experiences to our players. Working closely with the Customer Service Operations Manager, you’ll help drive how we operate day to day, bringing structure, energy and consistency to the team. You’ll also collaborate with our Product and Tech teams, making sure the voice of our customers is always heard and reflected in what we build. This is a great opportunity to step into a role where you can truly make an impact, grow your leadership skills and be part of something that’s constantly evolving.
What this role looks like:
- At the heart of this role is people leadership. You’ll lead a team of Italian speaking Customer Service Advisors, creating an environment where people feel supported, motivated and set up to succeed. From coaching and development through to performance and wellbeing, you’ll play a big part in helping your team thrive while delivering a great experience for our players.
What you’ll be doing:
- Leading and supporting your team day to day
- Managing attendance, absence and return to work processes
- Running performance reviews, QA and scorecard reviews
- Holding regular 1:1s and development conversations
- Managing team holidays, overtime and rota changes
- Monitoring live dashboards and team performance
- Leading team meetings and sharing key business updates
- Gathering and presenting performance data
- Acting as a key link between CX, Product and Tech
- Championing feedback and continuous improvement
A bit more of what you’ll get involved in:
- Supporting onboarding, training and wider CX initiatives
- Managing probation reviews and performance plans
- Handling more complex people matters where needed
- Supporting recruitment and building out the team
- Managing onboarding and offboarding processes
- Getting involved in ad hoc projects and team improvements
What we’re looking for:
- Fluent Italian and English written and spoken
- Strong leadership and people management experience
- A passion for delivering great customer experiences
- Confident communicator who can work across teams
- Organised, adaptable and comfortable managing multiple priorities
- Awareness of customer service trends and best practice
If you enjoy leading people, creating a positive team environment and being part of a business where you can genuinely make a difference, this could be a really nice next step. At tombola we know that our differences make us stronger and that thinking differently is key to long term success. We work hard to create a culture of inclusivity where everyone can celebrate our diversity. We are committed to creating opportunities for everyone here at tombola, we welcome applications from all backgrounds and encourage individuals to apply, even if you don’t meet every requirement.
Customer Service Team Leader - Italian Speaking Customer Experience · Sunderland, UK · employer: Tombola
Contact Detail:
Tombola Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Customer Service Team Leader - Italian Speaking Customer Experience · Sunderland, UK ·
✨Tip Number 1
Get to know the company culture before your interview. Check out their social media, read reviews, and see what employees are saying. This will help you tailor your answers and show that you're genuinely interested in being part of their team.
✨Tip Number 2
Practice your leadership stories! Think of specific examples where you've led a team or improved processes. Be ready to share how you can bring that experience to the Customer Service Team Leader role and make an impact.
✨Tip Number 3
Don’t forget to ask questions during your interview! It shows you're engaged and helps you figure out if the role is right for you. Ask about team dynamics, challenges they face, and how they measure success in the role.
✨Tip Number 4
Apply through our website! It’s the best way to ensure your application gets seen by the right people. Plus, it shows you’re proactive and serious about joining the team. Let’s get you that job!
We think you need these skills to ace Customer Service Team Leader - Italian Speaking Customer Experience · Sunderland, UK ·
Some tips for your application 🫡
Tailor Your Application: Make sure to customise your CV and cover letter for the Customer Service Team Leader role. Highlight your leadership experience and passion for customer service, especially in an Italian-speaking context. We want to see how you can bring your unique skills to our team!
Showcase Your Communication Skills: As a key communicator between teams, it’s essential to demonstrate your ability to convey ideas clearly. Use your application to showcase examples of how you've effectively communicated in previous roles, particularly in managing teams or projects.
Highlight Your Adaptability: In a dynamic environment like ours, being organised and adaptable is crucial. Share specific instances where you've successfully managed multiple priorities or adapted to changes in your work. This will show us you're ready for the fast-paced nature of the role!
Apply Through Our Website: We encourage you to apply directly through our website. It’s the best way for us to receive your application and ensures you’re considered for the role. Plus, it gives you a chance to explore more about our culture and values!
How to prepare for a job interview at Tombola
✨Know Your Stuff
Before the interview, make sure you understand the company and its values. Familiarise yourself with their customer service approach and how they engage with players. This will help you demonstrate your passion for delivering great customer experiences.
✨Showcase Your Leadership Skills
Prepare examples of how you've successfully led a team in the past. Think about specific situations where you motivated your team or improved performance. This will show that you have the strong leadership experience they're looking for.
✨Be Ready to Discuss Performance Metrics
Since the role involves monitoring team performance and running reviews, be prepared to talk about how you've used data to drive improvements in previous roles. Highlight any experience you have with performance dashboards or scorecards.
✨Emphasise Communication and Collaboration
This position requires working closely with various teams, so be ready to discuss how you've effectively communicated across departments in the past. Share examples of how you’ve championed feedback and contributed to continuous improvement initiatives.