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Account Team Manager

Job Reference:
R002193_1518450599
Job Title:
Account Team Manager
12/02/2018
City:
Leeds
Company Name:
Salary Band:
Highly Competitive
Salary Details:
Highly Competitive
Job Level:
Junior / Executive Level
Job Type:
FULL_TIME
Location / Region:
YORKSHIRE & HUMBER
Leeds
Closing Date:
12/03/2018

At Sky Betting & Gaming we don't have Teams we have Tribes. Each Tribe is made up of small, agile and autonomous squads who work collaboratively with a shared purpose.

So whether you join our Bet Tribe, Early Careers Tribe or anything in between, you will work with a group of people with raw energy, natural talent, and the kind of spirit that helps us think big, act bold, and change the game.

It all means that we've created the kind of workplace that wins awards such as a place on the prestigious list of Sunday Times 100 Best Companies to Work For.

What you'll do:

Reporting to the Account Operations Manager, as a Customer Service Team Manager you will be working within a Customer Service Centre managing a team of Customer Service Advisors, this position would ideally suit someone who has experience in a busy and ever changing call centre environment.

How you'll do it:

  • Takes ownership for the team's performance and developing plans to deliver service expectations
  • Communicate the required customer service standards to the team and ensuring that the team works to achieve them
  • Create a team focused culture who are motivated and inspired to achieve the objectives required
  • Monitor and evaluate the standard of service provided to customers, in order to drive improvements in productivity and quality, whilst continuously finding ways to improve
  • Share experience, knowledge and ideas to support in developing staff within a team and peer groups
  • Takes ownership for escalated customer complaints and strive to seek the best resolution and acts as an ambassador for exceptional customer service
  • Understand and maximise the use of existing and alternative Contact Centre technology to ensure that the Centre keeps abreast of industry developments
  • Passionate about people development and coaching, proven experience in performance management and call monitoring
  • Deliver team meetings, coaching and 1:1's for all the team; setting clear, realistic goals, objectives and performance standards
  • Manage a small portfolio of projects as part of your own personal development and working as part of the wider operations team
  • Ensure that processes and procedures are efficient, effective and are adhered too.

Skills & Experience

  • Proven time and people management skills
  • Passionate about coaching and personal development
  • Excellent interpersonal and problem solving skills
  • Solid understanding of a Customer Services and regulatory environment
  • Confident and inspiring team player
  • Willingness to learn about the betting & gaming industry

Hours

  • This position is full-time, working 5 days in 7 including evenings and weekends, between the hours of 8:00am and 12:00am.

Based in Yorkshire, we have grown to become one of the UK's leading online betting and gaming companies. A business driven by bleeding edge technology, that brings the excitement of sports betting, casino games, poker and bingo to over 700,000 customers a day & growing!

It's a workplace like no other, with a mission to make Betting & Gaming better.

And we want you to be part of it.

Our People Ambition is to attract & develop diverse & talented people to meet the current and future growth needs of SB&G. Together, our aim is to create the Best Digital Business to work at.

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