Customer Service Team Leader

Betfair is a disruptor bringing innovation and competition to the Australian sports betting industry while operating responsibly and following regulations to protect the community. Betfair Australia is on the lookout for a Customer Service Team Leader . In this role, you will be responsible for supporting the Head of Customer Account Management (HoCAM) in managing the Customer Service team, acting as the second-in-command. We have a team full of passionate, energetic, great people, with a genuine determination to try and create a working environment that is safe and supportive for everyone, we even won the WORK180 award last year for our commitment to employee support and safety, which we are very proud of.  Being a strong data-driven business; using cutting edge and digital innovative marketing technology, we service a sophisticated customer base, offering a different way for punters to engage with racing and sport. Requirements What you will bring Minimum 12 months of previous operational management experience in an online contact centre and/or sales environment preferable. Demonstrated experience in successfully leading and motivating high performing teams. Previous experience managing team KPO’s and performance. A proven leader with a ‘can-do’ attitude and resilient under pressure. Interest in racing and/or sports. Ability to work as part of a team in a fast paced and dynamic environment. Flexibility to work a rotating roster, including weekends, is essential to meet the needs of our customers and ensure we continue delivering high-quality service. Benefits How Betfair will be On Your Side: Tailored leave options – competitive parental leave, cultural leave swap, volunteer leave, study leave etc. A genuine focus on personal and professional development - including a combination of incredible internal Leadership Development Programs, peer to peer learning and self-chosen learning opportunities. Up to $2000 per year for you to choose how you spend through our much loved BestYou program. An ongoing commitment to Diversity and Inclusion. Supportive wellbeing initiatives including access to our Employee Assistance Program. A dedicated internal events team focused on bringing a mix of educational, social, celebratory, and philanthropic activities A generous bonus scheme – if we win, you win! And we like to win. Some tasks include, but are not limited to: Manage, grow, and develop a high performing team, driving a culture of accountability and ownership by providing ongoing feedback, training, coaching, and mentoring to team members. Develop all Customer Service team members to manage their escalations for all customer issues with the ability to recommend decisions, resolve basic queries and improve on communications. Monitor and manage team and individual performance, providing regular feedback, training, coaching and mentoring to team members on an ongoing basis across the core aspects relating to servicing our customers and supporting payments coverage. Consult with the HoCAM and other Team Leads to develop team alignment through KPOs that support the overall business objectives and strategy. Resource, plan and liaise with People & Culture Coordinator in relation to team succession and recruitment forecasting. Manage daily operational workflows of the team across a rotating roster and delegate as appropriately required. Support in coverage and develop toward ownership of the team staff roster specifically in relation to major sporting and racing events (and coverage for varying leave types). Ensure incident management capability and awareness remains high within the team, assisting where priority incidents require support and upskilling the team. Act as the escalation point for all complex customer issues with the ability to make difficult decisions. Regularly audit core daily duties of the team; identifying and addressing areas of improvement in consultation with leads. Processing of complex payment tasks where Payments Specialist is unavailable and through supporting upskilling of all operators for understanding and support. Interested? At Betfair, we are committed to building a workplace where everyone can fulfill their full potential. We pride ourselves on fostering an environment where all employees feel welcome and included. We encourage people of all walks of life, abilities, and backgrounds to apply. We are proudly a WORK180 endorsed employer for women. To learn more about our commitment to Diversity and Inclusion, please visit Betfair Australia on WORK180. Studies show that women are likely to only apply for a job if they meet 100% of the criteria outlined in the job ad. Even if you don’t hit 100%, click apply! You never know where it may lead. Interested in applying? Please click 'Apply now' and submit an up-to-date Cover Letter and Resume. We are committed to responding to all candidates within four weeks of application. If you are successful, we will send you a video interview, followed by in-person interviews. References are great, but not critical. You will need to have eligible working rights for Australia.