Head of Customer Service

Role Purpose: 

The Head of Customer Service role is a people’s person role. The main responsibilities include effective resource planning, maintaining all service levels through performing a good quality and coverage of service by supervising team leads and agents, monitoring level of service quality, motivating current team members and identifying whether training is needed, problem solving and reporting to the management. 

 

Accountabilities: 

 

• Lead, manage and continuously improve the customer service department to ensure goals are met and customer satisfaction is exceeded  
• Develop, evaluate, implement and maintain customer service policies, procedures and manuals for the customer services team and the organisation 
• Monitor, measure and evaluate customer service quality and use this data to make continuous improvements    
• Analyse competitor activity and ensure Videoslots’ competitive edge is maintained  
• Analyse and evaluate team effectiveness and workload, team requirements, and training needs and action accordingly  
• Keep up to date with compliance and regulatory requirements and ensure compliance and responsible gaming procedures are adhered to and the customer service provided is in line with our obligations  
• Manage department budgets in line with company objectives  
• Collaborate with internal stakeholders to ensure the customer service team is always updated with necessary operational updates  
• Mentor and coach the team leaders to encourage optimal performance  
• Set and manage goals and KPI’s for the team leaders and oversee the department’s overall performance 
• Act as the final point of escalation for customer related issues  
• Monitor team’s performance and identify individual development areas for team members together with Team Leaders 
• Motivate the team through innovative initiatives that instils a motivating culture of positivity  
• Lead by example and champion the company culture and values  

• Oversee the department recruitment needs and participate in hiring decisions when necessary. 
• Any other task/responsibility which may be related and/or connected to the role of Head of Customer Service 

 

Knowledge, Experience & Skills

 

• Bachelor’s degree in Business Administration or similar qualification 
• Strong experience in leading and developing high performing teams in a large multicultural environment  
• Experience in data analysis, with the ability to analyse large volumes of data and a logical and high-level approach to problem-solving 
• Sound knowledge of AML and Responsible Gaming 
• Fluent in English and ideally another language or two preferably Swedish, Danish and Finnish 
• Self-motivated and someone who does not shy away from taking ownership and responsibilities in a challenging environment 
• Great listening and communication skills 
• Ability to define, structure and prioritise workload for themselves and others, with the flexibility and capability to change when required 
• Ability to display a high degree of confidentiality and discretion 
• Ability to act as a brand ambassador for the Videoslots team 

Employee benefits 

• Private health insurance
• Free breakfast and lunch 
• Wellness allowance 
• Birthday leave
• Company and Team building events
• Relocation package to Malta including flight and 2 weeks of accommodation

Recruitment process

• Interview with our Talent Acquisition Specialist
• Leadership/ Cognitive assessment 
• Interview with the COO
• Role specific assessment 
• Final interview with CPO, CTO and COO

And much more! Apply today and be part of our success story! 

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