Contact Centre Manager

Brook Street; Watford; Hybrid; GBP 50,000 - 60,000; Full time

Job summary

A leading entertainment operator in Watford is seeking an experienced Team Manager to lead a team in the Customer and Retail Care department. The role focuses on delivering a responsible player care program and ensuring compliance with departmental KPIs. The ideal candidate has strong interpersonal skills, experience in managing teams, and a background in regulated environments. This position offers a salary of £50k to £60k, along with healthcare and other benefits.

Benefits

Healthcare

Pension

Parking

26 days holiday + bank holiday

Qualifications

• Demonstrated experience in managing teams.
• Strong customer service background and interpersonal skills.
• Experience in a regulated environment like gaming or banking.

Responsibilities

• Lead and motivate a team of 10 in delivering customer care.
• Manage sensitive player interactions and escalations.
• Use data to inform responsible play strategies.

Skills

Managing high-performing teams

Customer service skills

Interpersonal skills

Analytical mindset

Communication skills

Job description

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 discretion

Package: £50 / £60k based on experience, located in Watford, health care, pension, parking, hybrid working, 26 days holiday + bank holiday etc

Apply now

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

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