Posted 30.01.2020
Location
Malta
Role
Customer Service Manager

We're looking for an exceptional Customer Service Manager

Posted 30.01.2020

Location
Malta
Role
Customer Service Manager

A brand-new and exciting role has opened with Claymore Malta Ltd for our flagship brand iBet. We are looking for a dynamic, energetic, and passionate Customer Service Manager to join our fast-growing team.

Have you always wanted to build your own team from scratch? Join a fast-growing company in an early accelerated growth phase where you can really leave your mark?
Then iBet is the company for you!

We are looking for a hands-on Customer Service Manager. You will initially be responsible for managing an outsourced 24/7 team and transitioning to in-house to support the rapid growth of iBet. Reporting directly to the COO, this is a challenging role that will bring out the best in you and allow you to propel your career forward.

What you will be doing

  • Manage outsourced Customer Service
  • Develop SOP’s and document internal policies and procedures
  • Manage the Operations budget and make recommendations to senior management in relation to growing a sustainable department
  • Ensuring the smooth running of the department’s day to day operations
  • Recruit, train and lead a cohesive and high-performance team of professionals
  • Establish medium to long term strategy for the department and leverage KPI’s, targets and goals to create a best-in-class player experience
  • Work closely with Payments, Fraud, RG and AML functions.
  • Ensure that all processes are up to date and in accordance with compliance requirements set by regulatory bodies at all times, liaising with the Legal and Compliance accordingly
  • Ensure that any suspicious cases of Money Laundering are being escalated to the MLRO
  • Monitor player activity correlation with team escalations to identify any active or potential fraud or bonus abuse trends, updating the team accordingly
  • Conduct quality reviews, track the performance of analysts and identify areas for training to ensure the continuous development of the team

What you need

  • 3+ years Customer Service experience in either eCommerce or Gambling industries
  • 3+ years management experience, leading large operational teams
  • Strong working knowledge of the gambling industry including of KYC, AML, and RG
  • Experience managing remote and/or outsourced operational teams
  • Ability to manage, motivate and influence work and team behaviour
  • Strong understanding of Customer Service metrics with a passion for leveraging data to drive performance improvements
  • Excellent organizational skills and attention to detail
  • Experience setting goals, targets and KPI’s to drive operational performance
  • High-level analytical capabilities – experience with SQL or similar technology highly desirable
  • A creative problem solver, self-motivated to lead and manage the responsibilities of the role
  • Ability to juggle priorities and drive forward commercial initiatives. We want innovative, creative problem solvers to join our already talented team, apply today to find out more.

Sound like you?

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Malta

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