Digital Customer Services Team Leader

Betfred Group; Manchester; On-site; GBP 28,000 - 36,000; Full time

Job summary

Join a leading bookmaker as a Customer Service Manager, where you will enhance the quality of service provided to customers and colleagues. This role is pivotal in developing a high-performing team that contributes to an exceptional betting experience. If you're passionate about customer service and team development, Betfred offers a dynamic and supportive environment to further your career.

Benefits

Bonuses and incentives

Monthly pension contributions

Enhanced maternity & paternity pay

Life milestone rewards

Recognition scheme with points redeemable at retailers

Financial wellbeing package

Mental health support

Qualifications

• Experience in managing customer service teams.
• Strong understanding of KPI reporting.
• Ability to deliver coaching and feedback effectively.

Responsibilities

• Manage quality and performance against agreed frameworks and SLA.
• Resolve customer account queries efficiently.
• Deliver engaging coaching and feedback sessions.

Skills

Customer Service Management

Leadership

Performance Management

Coaching

Conflict Resolution

Job description

From humble beginnings on the shop floor to becoming a world-renowned bookmaker, Betfred has been on a remarkable journey and we want you to be part of this fantastic innovative business. Established in Salford, Manchester, 1967... we started with a clear and simple vision: to provide the ultimate betting experience for our customers. Today we have evolved and pride ourselves in delivering unparalleled entertainment experiences worldwide.

Whilst a lot has changed over the years, we have always stayed true to our roots. Our story started in retail and while it remains the heart of our business, we have also embraced the digital landscape. With over 1300 shops we continue to play a vital role in local communities across the UK while expanding our presence online.

About Us

We are Betfred and we are here to ensure our customers are able to enjoy betting or playing any of our products in a fun and safe way. Offering extensive Sportsbook, Gaming, Casino, Bingo and Lotto options, every customer can find something to take part in! We are dedicated to supporting not only our customers but all of the Betfred family, ensuring we provide an environment where people can learn, develop and grow in their careers and personally.

About the role

Start date available from June 2025

Training hours and location -Training is based on-site (Birchwood) This will include classroom and on the job training.

Shift pattern – Any4 days from 7 in a week, 10 hour shifts (40hr week), Weekend work will be required on a rotational basis. Shift pattern 15.45 - Midnight

You will play an active role in managing the quality and service provided to both customers and colleagues across the wider business. Ensuring that your team are encouraged to develop their own personal skills and knowledge will be pivotal for you to succeed in this role.

Working in a fast-paced environment and across many areas of the Betfred business, the role provides an opportunity for someone who enjoys working in a demanding and challenging environment, whilst still being focused on delivering best in class customer interactions.We love to speak with candidates who have experience in creating and managing customer service teams, with a positive approach to learning new things, or someone who has a background in management and has a curiosity about our industry.

Responsibilities

• Manage quality and performance against the agreed frameworks and SLA
• Have full knowledge of your own and wider business KPI’s, ability to report against KPI’s
• Effectively manage absence in line with company policies.
• Resolving all customer account queries efficiently and in a timely manner.
• Support frontline teams where complaint escalations are necessary
• Understand fully and comply with the key objectives of the UK Gambling Commission.
• Deliver engaging coaching and feedback sessions to team, whilst agreeing defined actions where opportunities for improvement is identified
• Create a team environment that promotes development and idea generation
• Celebrate success and great customer service

We are dedicated to promoting safer gambling practices to ensure a responsible and enjoyable experience for all our customers. We prioritise player safety and well-being, providing resources and support for those who may need assistance. Our commitment to responsible gambling is integral to our operations, and we actively promote awareness and education to help our customers make informed decisions. Together, we can create a safer gambling environment for everyone.

Skills & Experience

What you’ll need to succeed:

Our Customer Service Teams based in Birchwood are there to support and develop relationships with our customers’ and retail colleagues ensuring every interaction meets the standards they have come to expect. Being passionate about delivering great service and getting it right first time, means that we are always listening to our customers’ with a view to improving everything we do.

Why join a winning team?

Betfred brings benefits and rewards for all our colleagues. But more than that, we create a unique, enjoyable and entertaining environment you will love being part of.

Be rewarded

• Enhance your income: benefit from bonuses, incentives, retail discount vouchers and more.
• Monthly pension contributions: helping you prepare for your future.
• Enhanced maternity & paternity pay: our Betfred family works to support yours.
• A long-service recognition programme and life milestone rewards.
• A recognition scheme to earn and convert points to spend with over 700 retailers.
• A comprehensive financial wellbeing package including salary-based savings with a 5% boost, early access to earnings and free 121 financial coaching.
• Mental health support including an independent Employee Assistance Programme, a 24/7 virtual GP service and complimentary eye tests.

We will provide you with access to further training and development opportunities as we are real supporters of internal progression and are always looking for people who want to develop their career.

What’s next?

If you think you’re a great fit for the role, and you want to be a part of the Betfred story, click ‘Apply’ and we will be in touch once we’ve reviewed your application.

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.