Customer Services Team Leader

Betfred Group Holdings Limited; Hatfield; On-site; GBP 28,000 - 40,000; Full time

Job summary

Betfred is seeking a Customer Service Team Leader to drive operational leadership and development of our Customer Service Advisors. You will foster a high-performing, accountable team focused on delivering safe, fair, and high-quality customer experiences across journeys.

In this role you’ll balance people leadership with hands-on support, ensuring service levels, quality standards and regulatory requirements are met.

Qualifications

• Proven experience leading or supervising a customer service or operational team in a fast-paced environment.
• Strong understanding of customer service delivery, quality frameworks, and performance management.
• Excellent communication skills with the ability to handle sensitive or complex issues professionally.
• Experience coaching individuals, managing performance, and developing team capability.
• Analytical mindset with experience using data and insight to drive continuous improvement.
• Ability to work across multiple systems and operational tools.

Responsibilities

• Provide day-to-day operational leadership for your team, ensuring service levels and customer outcomes are met.
• Monitor demand, workload and capacity to maintain service continuity.
• Lead by example with hands-on support during peak demand to maintain quality.
• Manage team performance, attendance, and conduct in line with standards.
• Set objectives and provide regular 1:1s, coaching, and reviews.
• Escalate complex issues and ensure fair, compliant outcomes.

Skills

People leadership

Customer service

Performance management

Communication skills

Data analysis

Regulatory knowledge

Job description

At Betfred, we’re proud of where we’ve come from – a strong retail heritage and a growing digital presence, both built on resilience, independence, and a deep connection to our customers. As we continue to evolve and raise standards across the gambling industry, we’re focused on delivering safe, fair, and high-quality experiences at every customer touchpoint.

That’s where you come in.

We’re looking for a Customer Service Team Leader to support the operational leadership, performance, and development of our Customer Service teams. In this role, you’ll play a key part in ensuring customers receive a consistent, high-quality experience, while maintaining strong governance, compliance, and operational control across all customer journeys.

Your role in our journey

As a Customer Service Team Leader, you’ll be responsible for leading and developing a team of Customer Service Advisors, creating a high-performing environment where people feel supported, accountable, and empowered to deliver excellent customer outcomes.

You’ll balance people leadership with hands‑on operational support, ensuring service levels, quality standards, and regulatory requirements are consistently met. Working across different areas of the business, you’ll contribute to a “one team” approach, ensuring customers receive the same high standard of service regardless of how or why they contact us.

You’ll play an active role in shaping team culture, embedding best practice, and supporting continuous improvement across Customer Service.

Responsibilities

• Provide day-to-day operational leadership for your team, ensuring service levels, quality standards, and customer outcomes are consistently achieved

• Monitor demand, workload, and capacity, making informed real‑time decisions to maintain service continuity and customer experience

• Lead by example by providing hands‑on support to customer interactions when service demand requires it, helping to maintain service levels and quality

• Manage team performance, quality, time, attendance, and conduct in line with company standards and expectations

• Set clear objectives and expectations through regular 1:1s, coaching sessions, performance reviews, and team meetings

• Identify and address underperformance promptly and constructively, supporting improvement while maintaining fairness and consistency

• Support the onboarding and development of new starters, ensuring consistent standards, knowledge, and behaviours from day one

• Act as an escalation point for complex customer issues, complaints, and risk‑based decisions, ensuring fair and compliant outcomes

• Ensure consistent application of policies, procedures, and quality frameworks across all customer interactions

• Complete quality reviews and support calibration activities to maintain alignment and consistency

• Maintain accurate documentation, audit trails, and reporting to support compliance and governance requirements

• Identify trends, risks, and opportunities for improvement using performance data, quality insight, and customer feedback

• Support the implementation of new tools, processes, and operational changes, embedding them effectively within the team

• Work collaboratively with internal stakeholders across Customer Service, Compliance, QA, Training, and wider Operations

What you’ll need to succeed

• Proven experience leading or supervising a customer service or operational team in a fast‑paced environment

• Strong understanding of customer service delivery, quality frameworks, and performance management

• Excellent communication skills, with the ability to handle sensitive or complex issues professionally and empathetically

• Experience coaching individuals, managing performance, and developing team capability

• Strong organisational and prioritisation skills, with the ability to make sound decisions under pressure

• An analytical mindset, with experience using data and insight to drive continuous improvement

• Confidence working across multiple systems and operational tools

• A strong sense of ownership and accountability for team performance and customer outcomes

• The ability to work collaboratively across teams while maintaining clear leadership and accountability

• Experience within the betting/gaming industry or a similar regulated sector is required, with a willingness to develop knowledge of regulatory and compliance requirements

Why join us now?

At Betfred, our Customer Service Team Leaders play a vital role in shaping the customer experience and supporting the people who deliver it every day. You’ll be joining an established operation where leadership, consistency, and high standards truly matter.

You’ll receive structured onboarding and training delivered on‑site at our Birchwood offices over a two‑week period, Monday to Friday, 9am–5pm, designed to equip you with the knowledge, tools, and confidence needed to succeed in the role.

This role supports a seven‑day operation and is based on‑site in Birchwood. Team Leaders work in line with the Customer Service operating hours, covering an 8‑week rolling rota (5 days from 7) with service operating between 06:45 and 22:00. This ensures effective leadership coverage aligned to the wider Customer Service teams.

Working as part of a collaborative, fast‑paced environment, you’ll have real influence over team performance, customer outcomes, and continuous improvement. If you’re looking for a leadership role where you can lead by example, develop people, and make a genuine impact, we’re ready to welcome you.

What’s next?

At Betfred we are committed to promoting equality, diversity, and inclusion (EDI) in our workplace. We believe that a diverse workforce drives innovation and enhances our success. We welcome applications from individuals of all backgrounds, identities, and experiences.

If you require reasonable adjustments during the recruitment process or have specific needs, please let us know, and we will be happy to accommodate you. Join us in creating an inclusive environment where everyone can thrive.