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Customer Service Team Leader
2 months ago
Betfair is a pioneering company that is revolutionizing the Australian sports betting industry with its innovative approach and commitment to responsible gaming. We are seeking a highly skilled and experienced Customer Service Team Leader to join our team.
As a Customer Service Team Leader, you will play a critical role in supporting the Head of Customer Account Management in leading the Customer Service team. You will be responsible for managing and developing a high-performing team, driving a culture of accountability and ownership, and providing ongoing feedback, training, coaching, and mentoring to team members.
Key Responsibilities- Manage and grow a high-performing team, driving a culture of accountability and ownership.
- Develop all Customer Service team members to manage escalations for all customer issues, recommend decisions, resolve basic queries, and improve communications.
- Monitor and manage team and individual performance, providing regular feedback, training, coaching, and mentoring to team members.
- Consult with the HoCAM and other Team Leads to develop team alignment through KPOs that support the overall business objectives and strategy.
- Resource, plan, and liaise with People & Culture Coordinator in relation to team succession and recruitment forecasting.
- Manage daily operational workflows of the team across a rotating roster and delegate as appropriately required.
- Support in coverage and develop toward ownership of the team staff roster specifically in relation to major sporting and racing events.
- Ensure incident management capability and awareness remains high within the team, assisting where priority incidents require support and upskilling the team.
- Act as the escalation point for all complex customer issues with the ability to make difficult decisions.
- Tailored leave options, including competitive parental leave, cultural leave swap, volunteer leave, and study leave.
- A genuine focus on personal and professional development, including Leadership Development Programs, peer-to-peer learning, and self-chosen learning opportunities.
- Up to $2000 per year for personal development and well-being through our BestYou program.
- An ongoing commitment to Diversity and Inclusion.
- Supportive wellbeing initiatives, including access to our Employee Assistance Program.
- A dedicated internal events team focused on bringing a mix of educational, social, celebratory, and philanthropic activities.
- A generous bonus scheme, where we win, you win.
