Senior Customer Service & Transformation Lead
September 14, 2023
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Description
• Responsible for customer service experience transformation by defining a ‘path to green’ for key customer journey processes, owning the framework and prioritisation of the matrix to drive impactful user-experience improvements by the SportyBet Product development team • Overall accountability for designated customer service teams, specifically, the delivery of key business & customer metrics and the overall experience you customers and team members receive • Drive improvements in customer experience by ensuring all quality framework commitments are delivered upon whilst creating a coaching environment geared around growth and development • Collaborate and drive with cross functional stakeholders in Operations & Product team on initiatives to measure and improve customer experience • Provide effective management of all escalated issues and continuous improvement of business processes • Contribute to the provision of world class customer experience through analysis of key customer service processes and customer touch points, making recommendations on how we can deliver user experience improvements • Team motivation and performance evaluation, including conformity to SportyBet policies, procedures and processes • Support the smooth onboarding of new geographies into the SportyBet customer service model
Requirements
• Degree qualified with a minimum 8 years management experience in an international customer service environment • Excellent written and verbal communication skills coupled with strong listening and critical reasoning skills • Proactive, confident, energetic and able to work under pressure with a positive attitude • Demonstrable leadership experience, self starter and ability to work independently when required • Previous experience of delivering customer journey optimisation and process improvements in a customer service context • Problem solving and decision making skills along with cross functional collaboration expertise • Proficiency with using the Google Drive
Benefits
• Quarterly performance bonuses • Flexible working hours • Top-of-the-line equipment • Education allowance • Referral bonuses • 28 days paid annual leave • Highly talented, dependable co-workers in a global, multicultural organisation • Our teams are small enough for you to be impactful • Our business is globally established and successful, offering stability and security to our Team Members
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