Customer Service Team Leader, Bally's Interactive
€32k
+ Annual bonus of up to 10% + Company share scheme
2-3 days a week in office
Digital arm of entertainment provider, Bally's Corporation
Be an early applicant
Digital arm of entertainment provider, Bally's Corporation
1001+ employees
Be an early applicant
€32k
+ Annual bonus of up to 10% + Company share scheme
2-3 days a week in office
1001+ employees
Company mission
To power Bally's Corporation's omnichannel efforts with an unmatched ecosystem of products across the sports betting, iGaming, free-to-play, and daily fantasy spectrum.
Role
Who you are
- Proven experience in a customer service leadership role, preferably in the gaming or entertainment industry
- Strong leadership and interpersonal skills
- Excellent communication and problem-solving abilities
- Ability to work flexible hours if needed to cover for staff absences (exceptionally), including evenings, weekends, and holidays
- Proficient in using customer service software and tools
- Act as deputy CS Manager when needed
- Experience in a fast-paced call centre environment and team management
- Experience within online gambling industry, including slots, bingo and casino
- Experience of handling Live Chat, email and telephone enquiries and resolving escalated claims
- Team coaching and Training
- Customer data management tool experience/knowledge is a plus
- Spanish native speaker or equivalent with high level of English written and spoken
What the job involves
- Hours of work: 40 hours per week, 09:00am-18:00pm Monday - Friday
- The Customer Service Team Leader is responsible for overseeing a team of dedicated advisors who provide best-in-class customer service across multiple platforms, including calls, live chat, and e-mails
- This role is pivotal in ensuring that our customer service team meets and exceeds the needs and expectations of our players while aligning with the business's objectives and targets
- Our platforms include bingo, slots, and casino games
- Leadership and Supervision: Lead, mentor, and motivate a team of customer service advisors to deliver exceptional frontline service. Ensure that the team is performing at its best and meeting key performance indicators
- Quality Assurance: Monitor interactions with players to ensure adherence to company standards and provide feedback for continuous improvement
- Performance Management: Conduct regular performance reviews, set goals, and develop action plans to address performance gaps and enhance team productivity
- Training and Development: Identify training needs and coordinate with the training department to provide ongoing development opportunities for the team
- Operational Oversight: Manage daily operations to ensure service levels are met and team resources are effectively allocated. Balance workload and maintain high service levels during peak times
- Customer Satisfaction: Handle escalated issues and complex inquiries to ensure satisfactory resolution, maintaining a high level of customer satisfaction and brand loyalty
- Collaboration: Work closely with other departments to ensure seamless communication and problem-solving, contributing to overall business success
- Flexibility: As Customer Services operates 365 days a year, 7 days a week, from 10 am to midnight, this role requires flexibility to meet operational needs
Our take
Bally’s Interactive is the digital arm of one of the world’s leading entertainment providers, Bally's Corporation, with tens of millions of players across the globe and an ecosystem of products across sports betting, iGaming, free-to-play, and daily fantasy sports spectrum.
Its brands and sites include market movers and shakers like Sportcaller, Monkey Knife Fight, Vera&John, Virgin Casino, Jackpotjoy and many more. Beyond iGaming and sports, Bally’s also operates a chain of properties in live entertainment, bars, restaurants, conference space, shops, hotels, pools and nightclubs across the United States.
In 2024, Standard General acquired Bally's for $4.6 billion. In the same year, the company sold its Asian business arm after facing struggles in Japan after the devaluation of the yen. Moving forward, Bally's Interactive will continue to focus its efforts on North America and Europe.
Freddie
Company Specialist at Welcome to the Jungle
Insights
99% employee growth in 12 months
Company
Company benefits
- Up to 10% annual bonus
- Career pathways and development opportunities
- Private healthcare scheme
- Enhanced Maternity/Paternity/Adoption leave pay
- Cycle to Work scheme
- Wellhub
- Life Assurance (3 x salary)
- Contributory Pension Plans
- Bally’s Perks - employee discounts portal
Company HQ
Pool Dam, Newcastle-under-Lyme
Articles
Leadership
Robeson Reeves
(CEO)Progressed from Quantitative Analyst & Games Statistician of Gamesys to COO in 10 years. Became President of Bally's Interactive when Gamesys was acquired by Bally's Corporation.
Salary benchmarks
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Diversity, Equity & Inclusion at Bally's Interactive
- To continue to raise the bar on Diversity and Inclusion at Bally's Interactive, we have created an umbrella brand for this body of work, B+I, which stands for Bally's and Inclusion, but the ‘I’ also represents each of us as individuals, embracing, celebrating, supporting, listening, and learning from each other, as one beautiful, diverse Bally's team!
- We have four active and vibrant employee networks. Pride represents the LGBTQ+ community; our Parents Network is a space for working mums and dads; the Global League of Women (GLOW) promotes gender equality; and BAME is the voice for Black, Asian and minority ethnic employees. These networks give our colleagues a channel to provide input into policy making, as well as supporting information exchange, education, and community events. They also provide a platform for mentoring and a safe place for discussion to take place
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