Job Description Contact Centre Team Manager Our client is part of a global entertainment group and a leading operator with a strong presence across Europe and UK. With a proven track record in developing cutting-edge technologies, implementing robust protection frameworks, and improving experiences, our client is embarking on a large-scale transformation. Our client is seeking an experienced Team Manager to lead a team of 10 within the Customer and Retail Care department. This role will support the delivery of a responsible play interventions programme and help shape a best-in-class approach to player care. Lead and motivate the team, fostering a high-performance culture of continuous improvement. Collaborate with colleagues in Customer and Retail Care to ensure excellent service across all contact channels. Manage sensitive and complex player interactions and escalations, balancing player wellbeing with business needs Analyse behavioural patterns to identify vulnerable players and support them appropriately Build effective relationships with stakeholders across the wider organisation Use data and insights to inform responsible play strategies and interventions Ensure compliance with departmental KPIs and GAMCOM requirements Act as a role model and ambassador for responsible play within the business Candidate Profile Demonstrated experience managing and developing high-performing teams Strong customer service and interpersonal skills Background in a regulated environment such as gaming, banking, or finance or official services. Experience supporting vulnerable customers in sensitive situations Analytical mindset with the ability to draw meaningful insights from data Strong communication and stakeholder management skills High level of confidentiality and discretion Package: £50 / £60k based on experience, located in Watford, health care, pension, parking, hybrid working, 26 days holiday bank holiday etc Apply now Brook Street NMR is acting as an Employment Agency in relation to this vacancy.