Customer Service Team Leader - Italian Speaking

tombola; Leeds; On-site; GBP 34,000 - 42,000; Full time

Job summary

tombola is seeking an Italian-speaking Customer Service Team Leader to lead and develop the Italian speaking CS team, ensuring high-quality player experiences. You will collaborate with Product and Tech to ensure the customer voice informs builds and improvements.

In this role you will drive coaching, performance management, and wellbeing, while shaping day-to-day operations and contributing to a culture of continuous improvement.

Qualifications

• Fluent Italian and English written and spoken.
• Strong leadership and people management experience.
• Confident communicator who can work across teams.
• Organised, adaptable and comfortable managing multiple priorities.
• Awareness of customer service trends and best practice.

Responsibilities

• Leading and supporting your team day to day.
• Managing attendance, absence and return to work processes.
• Running performance reviews, QA and scorecard reviews.
• Holding regular 1:1s and development conversations.
• Managing team holidays, overtime and rota changes.
• Monitoring live dashboards and team performance.
• Leading team meetings and sharing key business updates.
• Gathering and presenting performance data.
• Acting as a key link between CX, Product and Tech.
• Championing feedback and continuous improvement.
• Supporting onboarding, training and wider CX initiatives.
• Managing probation reviews and performance plans.
• Handling more complex people matters where needed.
• Supporting recruitment and building out the team.
• Managing onboarding and offboarding processes.
• Getting involved in ad hoc projects and team improvements.

Skills

Leadership

People management

Italian language

English language

Communication

Job description

We’re on the lookout for a Italian speaking Customer Service Team Leader to join our Italian team, supporting and covering our Italian territory while helping shape how we deliver brilliant experiences to our players.

Working closely with the Customer Service Operations Manager, you’ll help drive how we operate day to day, bringing structure, energy and consistency to the team. You’ll also collaborate with our Product and Tech teams, making sure the voice of our customers is always heard and reflected in what we build.

This is a great opportunity to step into a role where you can truly make an impact, grow your leadership skills and be part of something that’s constantly evolving.

What this role looks like

At the heart of this role is people leadership.

You’ll lead a team of Italian speaking Customer Service Advisors, creating an environment where people feel supported, motivated and set up to succeed. From coaching and development through to performance and wellbeing, you’ll play a big part in helping your team thrive while delivering a great experience for our players.

What you’ll be doing

• Leading and supporting your team day to day
• Managing attendance, absence and return to work processes
• Running performance reviews, QA and scorecard reviews
• Holding regular 1:1s and development conversations
• Managing team holidays, overtime and rota changes
• Monitoring live dashboards and team performance
• Leading team meetings and sharing key business updates
• Gathering and presenting performance data
• Acting as a key link between CX, Product and Tech
• Championing feedback and continuous improvement

A bit more of what you’ll get involved in

• Supporting onboarding, training and wider CX initiatives
• Managing probation reviews and performance plans
• Handling more complex people matters where needed
• Supporting recruitment and building out the team
• Managing onboarding and offboarding processes
• Getting involved in ad hoc projects and team improvements

What we’re looking for

• Fluent Italian and English written and spoken
• Strong leadership and people management experience
• Confident communicator who can work across teams
• Organised, adaptable and comfortable managing multiple priorities
• Awareness of customer service trends and best practice

If you enjoy leading people, creating a positive team environment and being part of a business where you can genuinely make a difference, this could be a really nice next step.

At tombola we know that our differences make us stronger and that thinking differently is key to long term success. We work hard to create a culture of inclusivity where everyone can celebrate our Free to be mevalue. We are committed to creating opportunities for everyone here at tombola, we welcome applications from all backgrounds and encourage individuals to apply, even if you don’t meet every requirement.