Customer Care Team Supervisor
We are looking to recruit a Customer Care Supervisor who is passionate about leading high-performing teams and delivering exceptional customer service to lead our dedicated B2B support team. In this key role, you will be responsible for motivating, training, and supporting your team to consistently exceed customer expectations. You'll ensure all customer interactions are handled efficiently, safely, and in line with our licensing objectives whilst upholding our commitment to sustainable and responsible engagement. As a strategic leader, you'll drive performance through clearly defined OKRs and KPIs, helping shape and achieve the goals of the Customer Care department.
Key responsibilities:
* Conduct regular one-on-ones and provide constructive feedback to the team.
* Provide clear direction and guidance to the team, ensuring everyone understands their roles and responsibilities.
* Regularly review and update the Head of Customer Operations on escalated issues within the team detailing root causes and resolutions
* Efficiently manage all shift patterns to ensure alignment with business requirements, supporting the effective day-to-day operations of the Customer Care and Customer Operations teams
* Effectively manage and resolve conflicts within the team
* Stay informed about changes within the Customer Operations Department and wider business and disseminate these changes to the team
* Identify training needs within the team and work with HR to implement relevant training programs/courses
* Oversee the recruitment process, including identifying staffing needs, participating in interviews, and contributing to the final hiring decision
* Lead the onboarding process for new employees by developing and implementing a comprehensive 4-week training plan
* Collaborate with the HR Business Partner (HRBP) to address HR-related issues, including employee relations, disciplinary and grievances, and policy adherence
* Provide solutions to resolving complaints and issues within company guidelines and authority levels
* Setting customer satisfaction targets and working with the customer operations team to achieve KPI's
* Be responsible for providing regular reports to senior managers, offering insights into the team's performance and customer service metrics
* Analyse performance management information and conduct regular reviews of current customer care processes to identify potential areas for change, improvements, and initiatives
* Responsibility for implementing any changes to current processes or procedures
* Contribute to discussions and meetings with insights that align with Customer Care objectives and contribute to the overall improvement of processes
* Demonstrate a clear understanding of SG/AML (Safer Gambling and Anti-Money Laundering) policies and procedures. Staying informed about and adhering to guidelines, ensuring compliance with regulatory requirements
* Ensure effective communication and coordination between the Customer Care team and the wider customer Operations team
What you'll need:
* Demonstrated ability to communicate effectively, with a focus on finding solutions and maintaining a positive attitude even in challenging situations
* Proven capability to confidently manage multiple responsibilities
* Strong problem-solving skills, capable of identifying issues and implementing effective solutions
* Experience in developing and enhancing customer journeys within the department and the wider company
* Proficient in liaising and working closely with various stakeholders within the company to improve cross-functional processes
* Demonstrated ability to research and identify new tools that can enhance customer experience and operational efficiency
* Experience in undertaking and managing projects, as well as handling other duties as assigned by the Head of Customer Care
Who we are:
The UK Tote Group is the proud owner and steward of the Tote, the UK's leading pool betting operator since 1928. We're passionate about all things racing, we love the sport and it's in our DNA. You will find us online and across many racecourses in the UK and Ireland. We want the Tote to be at the heart of horseracing to help ensure a sustainable and successful future for the sport. We are using the best-in-class technology, digital innovation, and customer engagement, to develop the Tote to reach new audiences with innovative products.
Our headquarters in Wigan is the main hub for our team of over 200 innovative and ambitious experts dedicated to delivering our vision of providing the best betting experience for racing fans. Our HR team cover every stage of the employee lifecycle and work with every team across the organisation – as a team they have years of experience within the field so regular support, training and coaching will come as part of the role.
What we offer:
At the Tote you can expect a friendly working environment with a strong sense of teamwork and pride in what we do. Our company benefits package includes:
* Competitive basic salary
* Discretionary bonus scheme
* Contributary pension scheme
* Life insurance (4 x basic salary)
* Simply Health Plan
* Holiday entitlement (25 days plus bank holidays)
* Confidential 24/7 365 employee assistance helpline
* Agile and collaborative office environment with free fruit, biscuits, and drinks
* Regular social events, charity events and volunteering opportunities
If this sound like the role for you, we'd love to hear from you