Customer Service Manager

Summary about this job

Detail information about job Customer Service Manager. Terms and conditions vacancy

• Training and Development opportunities
• Friendly and exciting work environment
• competitive salary and benefits

Kindred is one of the largest online gambling companies in the world with over 20 million customers across 100 markets. Our brand portfolio consists of 13 brands, among them Unibet, Maria Casino, 32Red and iGame. As a Customer Service Manager at Kindred we strive to become the No.1 Operator across all markets

We are seeking an experienced Customer Service Manager to manage our call centre in Darwin. The Customer Service Manager will work closely with the customer service team to ensure smooth day to day running of the centre and that we are providing our customers with a number 1 gaming experience through bet placement service over telephone as well as the customer service function via email and web-chat . 

The Customer service manager will be directly responsible for the operational delivery of customer service goals that includes (but is not limited to) the following set of tasks and duties: recruitment, training, rostering and performance management. 

What will you be doing?

• Training and development of new and existing staff including induction process and ongoing training of new and existing staff through an approach of continuous improvement
• Allocate the right number of staff and staff with sufficient expertise to ensure sufficient capacity to handle the workload offered,
• Intervene with corrective measures to address any areas of concern that may arise and ensure compliance in the bet placement process,
• Facilitate an effective resolution to bet complaints and disputes,
• Make sure that customer service queries are adequately addressed within predefined KPIs,
• Performance Management, training, quality assessments and coaching within the CS team

What have you done?

• You have a minimum 2 years experience in a management position, managing a team within a customer service environment
• You have experience working in high pressure environments
• You have a passion for solving problems
• You have experience in training and development of team members
• You have experience coaching and mentoring team members. 

The Customer Service Manager must be able to satisfy a probity assessment as the role acts as the Company Nominee for the purposes of Section 90 of the Northern Territory Racing and Betting Act.

This is will be a hands on management position. If you have the above skills and experience and are looking for an exciting and rewarding career, apply today.

Could you please copy and paste the below URL into your browser and apply through our careers page.

https://careers.kindredgroup.com/vacancy/5118/Seek.au/detail

We look forward to hearing from you.