Contact Centre Team Manager

Our client is part of a global entertainment group and a leading operator with a strong presence across Europe and UK.

With a proven track record in developing cutting-edge technologies, implementing robust protection frameworks, and improving experiences, our client is embarking on a large-scale transformation.

Our client is seeking an experienced Team Manager to lead a team of 10 within the Customer and Retail Care department. This role will support the delivery of a responsible play interventions programme and help shape a best-in-class approach to player care.

Lead and motivate the team, fostering a high-performance culture of continuous improvement.

Collaborate with colleagues in Customer and Retail Care to ensure excellent service across all contact channels.

Manage sensitive and complex player interactions and escalations, balancing player wellbeing with business needs

Analyse behavioural patterns to identify vulnerable players and support them appropriately

Build effective relationships with stakeholders across the wider organisation

Use data and insights to inform responsible play strategies and interventions

Ensure compliance with departmental KPIs and GAMCOM requirements

Act as a role model and ambassador for responsible play within the business

Candidate Profile

Demonstrated experience managing and developing high-performing teams
Strong customer service and interpersonal skills
Background in a regulated environment such as gaming, banking, or finance or official services.
Experience supporting vulnerable customers in sensitive situations
Analytical mindset with the ability to draw meaningful insights from data
Strong communication and stakeholder management skills
High level of confidentiality and discretionPackage: £50 / £60k based on experience, located in Watford, health care, pension, parking, hybrid working, 26 days holiday + bank holiday etc

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Brook Street NMR is acting as an Employment Agency in relation to this vacancy