Casino Managerial

(Job No.00050)

Head Of Customer Support iGaming

Published on: 15/07/20 Expires on: 15/07/21
  • Job Type: Head Of Customer Support iGaming
  • Job Description:

    On behalf of a client we are looking for a new Head Of Customer Support i-gaming for a new office in Malta. 


    General Job description:


    • Responsibility of the operational running of the Customer Support Department
    • Train, mentor and coach team members to help them achieve the best possible results
    • Responsibility for ensuring continuously improvement of the support department KPI’s at all times.
    • To help maintain customer satisfaction at all times through quality customer service
    • Identify potential high value players and report them to the senior management team.
    • Full management of the staffing requirements needed for the department
    • To ensure all translation requirements are allocated and completed in order to meet the business demand
    • To ensure smooth running of the support department out of hours and be available to the team as needed


    Key Objectives & Responsibilities of the role


    • Managing and leading all aspects of  the customer support department on a day to day basis
    • Being responsible out of hours for ensuring that all department functions still run as normal
    • To reduce resolution times of customer service enquiries in order to consistently improve the quality of support the business offers
    • To deliver daily, weekly and monthly reports of the departments performance to senior management
    • Conducting all support staff monthly reviews and appraisals and providing feedback of agent performance to senior management
    • Maintenance of all support systems and access rights to new or existing staff there of
    • Full responsibility of the support team rota to ensure that shift are always adequately covered to meet business requirements
    • Handling of escalated customer complaints in a professional manner in accordance with business guidelines and policies
    • To pre-empt player wants and needs and provide procedural suggestions to other members of the management team.
    • To understand our customers and establish a firm grasp of our player needs and trends, then make suggestions on how to improve our efforts using the tools at our disposal.
    • To monitor and track our Potential VIP players and handle them accordingly with a view to progressing them into full VIP status by ensuring they receive appropriate treatment at an early stage.
    • To action generated segment leads to the Customer Service team from Marketing teams to increase revenue generation from standard player base
    • To be aware of our central marketing calendar at all times in order to keep track of promotions across all channels in order to answer customer queries effectively.
    • To be the figure head of the business in dealing with all of our non-VIP players.
    • To handle the administrative duties of the support department in relation to but not limited to; hiring new team members, disciplinary action, ongoing support
    • To be fully responsible for training and personal development of new and existing customer support staff
    • Responsibility for escalating critical technical or VIP issues to Senior Management the instant they arise both inside and outside of working hours.
    • To be responsible for implementing new process changes instructed from Senior Management to aid the business growth.
    • To ensure all regulatory complaints are handled within outlined timeframes in a clear, professional and manner relevant to applicable laws.
    • Must ensure that all processes are followed to the letter within the department to ensure the business is fully compliant at all times.
    • To ensure that quality, consistency and accuracy of support responses are maintained at exemplary levels at all times.
    • To ensure that staff quality assurance and reviews are conducted on an ongoing basis to highlight any failures in process or contact quality.


  • Salary/Package:

    Salary depending on experience

  • Experience:
    • Experience of managing customer support teams or call centres handling enquiries via telephone, live chat or email.
    • Customer orientated with problem solving abilities
  • Essential Experience:


    • Fluent in English written and spoken essential
    • Must have experience handling escalated Level 1 and Level 2 regulatory complaints.
    • Must be fully up to date and knowledgeable of responsible gaming and requirements of safeguarding players.
    • Must have previous experience at Customer Service Manager level.
    • Must have a proven track record of running support departments at high quality levels in regulated markets where consistency and compliance are paramount.
    • Online gaming industry experience essential
  • Desirable Qualities:


    • The ability to be seen as a leader to the customer support agents
    • Strong interpersonal skills
    • Presentable and approachable demeanour
    • Customer orientated with problem solving abilities
  • How to Apply:

    Click on the APPLY button and with your CV include a short cover letter explaining your previous skills and your suitability for this role along with your salary expectations.


    We are an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.


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