Location: Sunderland (Hybrid) | Full Time | Permanent
At tombola, our players are at the heart of everything we do. Creating long‑term fun, delivering brilliant experiences and building a genuine sense of community is what makes us different.
Our Customer Experience teams are a huge part of that. Whether it’s supporting players directly, creating a welcoming and engaging player experience in our chat rooms, or helping customers through more sensitive safer gambling conversations, our CX teams bring the tombola experience to life every single day.
We’re now looking for a Customer Service Team Leader to join the team. This is a great opportunity for an experienced people leader who enjoys creating high‑performing teams, driving performance and making a real impact on both the customer and employee experience.
What you’ll be doing
As a Team Leader, you’ll lead a multi‑skilled team of Customer Service Advisors and Chat Hosts, creating a positive and high‑performing environment where people feel supported, motivated and challenged to do their best work. You’ll coach and develop your team through regular 1:1s, feedback and ongoing support, while helping to drive improvements across the wider customer journey.
* Lead, motivate and develop a high‑performing CX team
* Conduct regular 1:1s, performance reviews and QA evaluations
* Coach team members to achieve their full potential
* Drive performance across key CX metrics including NPS, FCR, productivity, engagement and quality
* Monitor live dashboards and make real‑time decisions
* Lead team meetings and confidently present updates
* Manage attendance, holidays and absence processes
* Support recruitment, onboarding and probation management
* Build strong relationships across the wider business
* Drive continuous improvement initiatives and customer experience enhancements
* Support your team through change in a fast‑paced environment
What we’re looking for
We’re looking for someone with previous experience leading customer‑facing teams, who is comfortable balancing people leadership with performance delivery. You’ll be organised, self‑motivated and genuinely enjoy developing and supporting people to perform at their best.
* A proven track record of leading successful teams
* Strong coaching and mentoring skills
* Confidence leading meetings, delivering feedback and communicating with impact
* The ability to influence, build trust and bring people with you
* Experience managing performance and difficult conversations
* A proactive and solutions‑focused mindset
* Confidence using data and insights to drive improvements
* Strong organisational skills and the ability to prioritise competing demands
* Confidence using Microsoft Office, Jira and other business systems
* A collaborative approach and willingness to get stuck in
Working pattern
This role works on a rotating two‑week pattern:
* Week 1: Monday, Wednesday to Sunday, typically between 8 am and 4 pm
* Week 2: Tuesday to Friday, typically between 8 am and 4 pm
Flexible working arrangements are required to cover a 24/7 customer environment. The role is hybrid, based out of our Sunderland HQ with three days per week in the office and the remaining days remote.
Why tombola?
You’ll join a collaborative and supportive environment where your ideas are welcomed, your impact is visible and development is encouraged. Whether you’re looking to build on your leadership experience or continue developing your career within CX, there’ll be plenty of opportunities to learn, grow and progress with us.
We also have great benefits, details of which can be found on our website.
EEO Statement
At tombola we know that our differences make us stronger and that thinking differently is key to long‑term success. We work hard to create a culture of inclusivity where everyone can celebrate our Free to be me value. We are committed to creating opportunities for everyone here at tombola, we welcome applications from all backgrounds and encourage individuals to apply, even if you don’t meet every requirement.
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