Italian-Speaking Customer Service Team Leader

Tombola; Sunderland, Leeds; Hybrid; GBP 34,000 - 42,000; Full time

Job summary

Tombola in Sunderland (with Leeds option) is recruiting a Italian speaking Customer Service Team Leader to guide our Italian customer support team and shape how we deliver brilliant experiences to our players.

You will work closely with the Customer Service Operations Manager, Product and Tech teams to ensure the voice of customers informs our roadmaps while coaching and developing your team to perform at their best in a hybrid, full-time role.

Qualifications

• Fluent Italian and English written and spoken.
• Strong leadership and people management experience.
• A passion for delivering great customer experiences.
• Confident communicator who can work across teams.
• Organised, adaptable and able to manage multiple priorities.
• Awareness of customer service trends and best practice.

Responsibilities

• Lead and support 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.
• 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

Fluent Italian

Fluent English

Leadership experience

Customer experience focus

Communication skills

Organization

Job description

Tombola in Sunderland (with Leeds option) is recruiting a Italian speaking Customer Service Team Leader to guide our Italian customer support team and shape how we deliver brilliant experiences to our players.

You will work closely with the Customer Service Operations Manager, Product and Tech teams to ensure the voice of customers informs our roadmaps while coaching and developing your team to perform at their best in a hybrid, full-time role.