Customer Service Deputy Manager

Bet365 Company; Bogotá ciudad; On-site; COP 60,000,000 - 90,000,000; Full time

Job summary

bet365 is seeking a senior Customer Service leader based in Bogotá to oversee daily departmental workloads and coach a dedicated team. You will drive process changes and ensure every customer interaction reflects our trusted brand values.

You will lead operational data analysis, refine policies, and champion responsible gambling practices while maintaining exceptional service levels in a fast-paced, global environment.

Qualifications

• Advanced planning, organisation and time management capabilities
• Strong self-motivation with a clear drive for success
• Proven leadership in people management
• Decisive management of teams under pressure
• Rigorous analysis of operational data for informed decision-making
• Comprehensive knowledge of customer service policies and procedures

Responsibilities

• Establish and maintain effective succession planning frameworks within the department
• Ensure adherence to all Responsible Gambling policies and procedures at all times
• Review existing departmental procedures and implement enhanced practices
• Drive departmental efficiency and continuous improvement while maintaining exceptional service levels
• Investigate technical issues thoroughly and liaise effectively with management teams
• Analyze customer contact handling to identify key areas for operational enhancement
• Develop quality and productivity benchmarks across the department
• Support management in championing the customer service ethos
• Act as a primary point of escalation for complex customer issues raised by Supervisors

Skills

Advanced planning

Leadership

People management

Decision making under pressure

Data analysis

Customer service policies

Job description

At bet365, we're one of the world's leading online gambling companies, revolutionising the industry since 2000. Founded by Denise Coates CBE, we now employ over 9,000 people and serve over 100 million customers in 27 languages. Our focus on In-Play betting has solidified our market-leading position, offering an unmatched experience across 96 sports and 700,000 streaming events. With over 750 concurrent sporting fixtures at peak and more live sports streamed than anyone else in Europe, we handle over 6 billion HTTP requests daily and process more than 2 million bets per hour at peak.

We empower our employees to push boundaries and explore new ideas, cultivating a culture that celebrates and rewards creativity. This offers employees a wealth of opportunities for growth, giving them the opportunity to make a real impact in the world of online gambling. As a forward-thinking company, we’re breaking new ground in software innovation too, redefining what’s possible for our customers worldwide.

Job Description

The Customer Service department shapes memorable experiences for customers worldwide, maintaining rigorous standards and supporting continuous business growth.

Operating at a senior level, you will monitor and manage daily departmental workloads while coaching a dedicated team. This hands-on role involves driving procedural changes, refining internal practices, and ensuring every customer interaction reflects our trusted brand values.

Qualifications

• Advanced planning, organisation and time management capabilities
• Strong self-motivation with a clear drive for success
• Proven leadership in people management
• Decisive management of teams under pressure
• Rigorous analysis of operational data for informed decision-making
• Comprehensive knowledge of customer service policies and procedures

Main Responsibilities

• Establish and maintain effective succession planning frameworks within the department
• Ensure adherence to all Responsible Gambling policies and procedures at all times
• Review existing departmental procedures and implement enhanced practices
• Drive departmental efficiency and continuous improvement while maintaining exceptional service levels
• Investigate technical issues thoroughly and liaise effectively with management teams
• Analyze customer contact handling to identify key areas for operational enhancement
• Develop quality and productivity benchmarks across the department
• Support management in championing the customer service ethos
• Act as a primary point of escalation for complex customer issues raised by Supervisors

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At bet365, we're committed to creating an environment where everyone feels welcome, respected and valued. Where all individuals can grow and develop, regardless of their background. We're Never Ordinary, and we're always striving to be better. If you need any adjustments or accommodations to the recruitment process, at either application or interview, please don’t hesitate to reach out.