The role
The Customer Service Manager provides a critical role within the customer service team, to ensure that sufficient competent staff are available at all times to deliver against the Customer Service objectives. This role is a local management role in the Darwin office, covering recruitment, training, rostering and performance management. The CS Manager works closely with the customer service operators to ensure that they can effectively cover the bet placement service over telephone as well as the customer service function via email, web-chat and telephone. The CS Manager will work directly with commercial and corporate teams to ensure CS team is informed of key commercial and regulatory conditions. This role will have expectations of hands on responsibilities in dealing with escalations from customers and occasional evening or weekend duties throughout the year.
As a listed and regulated company, Kindred Group pays great attention to player safety and sustainability. Our purpose is to transform gambling by being a trusted source of entertainment that contributes positively to society. Our goal is that 0% of revenue is derived from harmful gambling.
What you will do
The Customer service manager is directly responsible for the operational delivery of customer service objectives that includes (but is not limited to) the following set of tasks and duties:
Recruitment
Help to identify and employ suitable staff to work in the support team, Assist with coordinating and conducting interviews of potential candidates, Help with the placement process for new CS employees, Training and Development
Assist with the induction process and ongoing training of new and existing support staff through an approach of continuous improvement, Help to identify developmental gaps and coordinate the delivery of training where required, Assist the with the delivery of any new and updated policies and procedures as required by the business, Shift Rosters
Allocate the right number of staff and staff with sufficient expertise to ensure sufficient capacity to handle the workload offered, Perform all of the above to ensure the effective delivery of predefined KPIs while minimizing wastage, Coordinate leave requests and staff/overtime coverage where required, Telephone Bet Placement
Ensure that staff are competently trained to process telephone bet requests to a high degree of accuracy, while complying with business processes and procedures, Make sure that staff are adequately training to promptly and efficiently place bets, Intervene with corrective measures to address any areas of concern that may arise and ensure compliance in the bet placement process, Facilitate an effective resolution to bet complaints and disputes, General Customer Service
Ensure that sufficient/competent support staff are available to field a range of various support enquiries via email, telephone and webchat, Make sure that customer service enquiries are adequately address within predefined KPIs, Facilitate the resolution of complex enquiries and complaints, Collaborate with internal business units and external service providers where required, Performance Management
Constantly monitor and review the ability of support staff to deliver against CS KPIs which includes Productivity as well as Quality of Service, Provide frequent feedback of the CS Operators ability to deliver against KPIs, Ensure that areas of concern are adequately addressed and consequences applied where applicable. Your experience
People Management Experience: Prior experience in a supervisory role within a call center or similar environment. Team Building: Ability to build, lead, and motivate a team to achieve performance goals. Conflict Resolution: Experience in resolving conflicts among team members and managing difficult situations. Performance Metrics: Proficiency in tracking and analyzing key performance indicators (KPIs) such as call handling time, customer satisfaction scores, and first-call resolution rates. Scheduling: Skills in workforce management, including scheduling and shift planning to ensure adequate coverage. Interpersonal Skills: Strong interpersonal skills to effectively communicate with team members, other departments, and customers. Reporting: Ability to create and present reports to senior management and stakeholders. Complaint Handling: Effective handling of customer complaints and escalations to achieve positive resolutions. Customer Interaction: Experience in managing customer interactions and ensuring high levels of customer satisfaction.
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