Customer Account Supervisor (English Support)

Company Description

At bet365, we're one of the world's leading online gambling companies, revolutionising the industry since 2000. Founded by Denise Coates CBE, we now employ over 9,000 people and serve over 100 million customers in 27 languages. Our focus on In-Play betting has solidified our market-leading position, offering an unmatched experience across 96 sports and 700,000 streaming events. With over 750 concurrent sporting fixtures at peak and more live sports streamed than anyone else in Europe, we handle over 6 billion HTTP requests daily and process more than 2 million bets per hour at peak.

We empower our employees to push boundaries and explore new ideas, cultivating a culture that celebrates and rewards creativity. This offers employees a wealth of opportunities for growth, giving them the opportunity to make a real impact in the world of online gambling. As a forward-thinking company, we’re breaking new ground in software innovation too, redefining what’s possible for our customers worldwide.

Job Description

The ideal candidate will possess a strong desire and passion to lead, coach, and develop others. This includes identifying development areas that will facilitate the progression of advisors and their day-to-day performance. Collaboration is essential, alongside the ability to demonstrate adaptability and a willingness to embrace new tasks within this diverse role.

A comprehensive knowledge of development and Customer Support processes and procedures is highly desirable.

The position is full-time, and the successful applicant will be required to work any four days on a 10 hour shift, between the hours of 07:00 and 08:00 the next day (this may change if needed

Qualifications

• Leading and developing advisors through effective coaching and mentoring.
• Enhancing the customer journey through strategic departmental development.
• Analysing customer feedback and performance metrics to identify areas for enhancement.
• Being an escalation point for Advisors regarding process queries.
• Supporting the ongoing management of the department and collaborating with other teams to ensure seamless operations.
• Fostering a positive team culture that encourages collaboration and high performance

Additional Information

• Extensive attention to detail.
• Proven ability to work on your own initiative and maintain high standards under pressure.
• Excellent written and verbal communication skills, with the ability to interact clearly and concisely with peers and senior management.
• Passion for coaching and developing others.
• Advanced analytical skills to interpret performance data and drive improvements.
• Ability to thrive in a fast-paced environment and manage multiple priorities effectively.
• Strong problem-solving skills and a customer-centric approach.
• Experience in handling escalated customer inquiries and issues.

By applying to us you are agreeing to share your Personal Data in accordance with our Recruitment Privacy Notice - https://www.bet365careers.com/privacy-policy

At bet365, we're committed to creating an environment where everyone feels welcome, respected and valued. Where all individuals can grow and develop, regardless of their background. We're Never Ordinary, and we're always striving to be better. If you need any adjustments or accommodations to the recruitment process, at either application or interview, please don’t hesitate to reach out.