Location:
Gibraltar
Vacancy Type:
Permanent
Brand:
03 (Bwin)
About The Role

We are currently looking for a Customer Support Shift Supervisor to join our great and culturally diverse team in Customer Service Western Europe. This role reports in to the Head of Customer Services. If you have a passion to make a positive change in our Customers experience and help define the best practices of our industry, we should talk!

Main Responsibilities:

  • Ensure questions and concerns are dealt with promptly and in according to the companies process and procedure.
  • Monitor all incoming chats, calls and emails to ensure SLA’s are being met.
  • In the absence of Team Leaders, you will be expected to take calls with high profile risks such as Responsible gambling, threats etc.
  • Give real-time advice to all 1st level agents in situations where their chat/call time goes over our expected handling time.  
  • Identify, communicate and apply enhanced efficiency and productivity processes where necessary.
  • Escalate system anomalies and general issues faced by customers to the relevant party.
  • Be the point of call for any IT/Product technical emergencies, communicating all updates to and from CS.
  • Welcome all agents to the floor and give a 10 min brief on main topics for the day.
  • Management of all shifts including breaks, leave and no shows.
  • Manage all agent's behavioral and where needed, escalate cases in line with our employee relation policies.
  • Run a daily report at 23:30 for the last 24 hours.

Essential

  • Excellent knowledge of online gaming - games and payment processing and especially internal procedures.
  • Excellent English language, communication and interpersonal skills.
  • Ability to perform well in a fast-paced and ever changing dynamic environment.
  • Advanced Microsoft Office skills Especially Excel, Word, Outlook, PowerPoint.
  • Proactive and dynamic character.
  • Flexibility to work various shifts.

Desirable

  • Educated to degree level or equivalent.
  • Managerial skills.
  • Knowledge of other languages is a plus.

What we will be looking for in you:

A proactive individual with excellent communication and interpersonal skills who has a flexible approach to work and understands the importance of providing a professional service to customers.

Confident in decision making with the ability to exchange, analyse, and interpret information. You will have a flair for influencing people and finding solutions in a fast paced environment as part of a team in a diverse cultural environment.

You should possess logical reasoning skills with an analytical approach and be willing to work shifts.

 

 

About The Company

We’re Entain. Our vision is to be the world leader in sports betting and gaming entertainment by creating the most exciting and trusted experiences for our customers, revolutionising the space as we go. We’re specialists in safer gambling and the company that is at the forefront of responsibility.

Combining technology and entertainment to build products that push the boundaries, Entain is home to a global family of more than 25 well-known brands – names such as bwin, Ladbrokes, Coral, Gala, Betdaq, and many more. With a focus on sustainability and growth, we will transform our sector for our players, for ourselves and for the good of entertainment.

Diversity and inclusion at Entain

As a global employer, Entain is committed to providing a safe, fun, and inclusive culture where our people feel like they truly belong. We are a multicultural business that values, celebrates and respects individual differences, so whatever your sexuality, gender, gender identity, ability, age, race, religion or belief, you will have a voice here, and the space to do your best work. Our diverse internal networks provide the support for you to express your views and make a positive difference, all for the good of entertainment.

Wellbeing at Entain

We want our employees to feel healthy and supported at home and at work. That's why we have our Well-me programme, which provides information, tools and training to help our people look after their mental and physical wellbeing in ways that matter to them.
 

Our Culture As real as it gets

At Entain we're a diverse team, sharing a commitment to quality and success.

Whether you're playing a key role in your local community as part of our retail team, or working out the next big gaming trends in our digital team, you'll enjoy a culture and benefits package that we're extremely proud of.