Location: Watford, hybrid, 26 days annual leave + bank holidays, with many incentives.
Our client is part of a leading international group with a strong presence across Europe, have recently been awarded, high-profile UK service, launching a once-in-a-generation transformation.
This isn't just business - it's about building something that truly benefits communities across the UK. Every interaction contributes to a bigger purpose, and our client is committed to delivering a more impactful, inclusive, and responsible experience for all.
With cutting-edge technology, a deep focus on player and partner protection, and a values-led culture, they are building one of the UK's most forward-thinking and inclusive organisations.
What You'll Be Doing
* Supporting the Senior Customer Service Manager in leading the written customer service function across complaints, email, and letters.
* Acting as a key escalation point for complex cases involving players and partners.
* Investigating complaints within a regulated environment, using sound judgment to deliver timely, empathetic resolutions.
* Identifying risks and opportunities for service improvement and escalating as needed.
* Coaching and developing a high-performing team to exceed KPIs and SLAs.
* Sharing insights with internal teams to drive improvements and a customer-first culture.
* Managing all people leadership tasks including performance reviews, development plans, and compliance with HR and safety processes.
* Representing our client's values and mission with professionalism and integrity in all communications.
Success Looks Like
* A confident, motivated team delivering outstanding customer support.
* Clear, fair resolution of complaints with attention to compliance and empathy.
* Well-managed risks and continuous service improvements.
* Strong cross-team relationships and impactful internal feedback loops.
* A culture of accountability, learning, and excellence.
Apply now
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