You will lead and develop a team of Customer Support Agents, ensuring service levels, quality standards and customer experience expectations are consistently met across all contact channels. Working closely with Quality & Training, Projects, Player Protection and other internal teams, you will use insight and data to drive continuous improvement and operational excellence.
This is a Dublin City Centre based hybrid role.
Key Responsibilities
- Lead, coach and develop a team of Customer Support Agents to achieve SLAs, KPIs and quality targets
- Manage day-to-day operations including workload prioritisation, resource planning and queue management
- Promote a customer-first culture, ensuring ownership of queries through to resolution and encouraging first contact resolution
- Ensure all activities are carried out in line with regulatory, compliance, responsible play and data protection requirements
- Maintain audit-ready standards, ensuring processes, controls and record-keeping are consistently adhered to
- Monitor performance using data, QA insights and customer feedback to identify trends and improvement opportunities
- Translate insights into actionable recommendations across processes, systems and customer journeys
- Conduct regular 1:1s, performance reviews and coaching sessions to support employee development
- Manage performance, conduct and quality issues in line with company policies
- Act as an escalation point for complex customer, retailer or operational issues
- Support the implementation of process improvements, tools, automation and AI-enabled solutions
- Contribute to operational reporting, including SLA performance, quality metrics and customer trends
- Collaborate cross-functionally with teams such as Product, Marketing, IT, Retail, Legal and Player Protection
- Represent the voice of the customer in business discussions and decision-making
- Participate in weekend on-call cover where required
- Strong leadership and coaching ability, with experience motivating teams in a fast-paced environment
- Excellent communication skills, both written and verbal
- High attention to detail and strong understanding of compliance and regulated environments
- Analytical mindset with the ability to interpret data and drive improvements
- Strong problem-solving skills and sound judgement in decision-making
- Ability to manage multiple priorities and escalate risks appropriately
- Confident in handling escalations and complex customer issues
- Proven stakeholder management skills, with the ability to influence across teams
- Experience with CRM, reporting and workflow tools (Zendesk or similar is advantageous)
- Results-driven with accountability for performance delivery
- Minimum 1 year experience in a leadership, supervisory or senior customer support role
- Experience in a customer service, contact centre, operations or regulated environment
- Proven track record in performance management, coaching and quality improvement
- Experience using customer support systems, CRM or reporting tools
- Experience in a compliance-driven environment is desirable
- A third-level qualification in Business, Customer Service, Operations, Management or a related discipline is desirable
- Relevant experience will be considered in lieu of formal qualifications
- Work-life balance: Hybrid working model for applicable roles, Full range of leave entitlements, Career Breaks and Secondments
- Physical Wellbeing: Discounted gym membership, Eyesite tests,Paid sick benefit, wellbeing initiatives
- Financial Wellbeing: Competitive salary, Defined contribution pension, Income protection 1:1 financial advice.
- Learning & Development: We promote a culture where you can continuously develop on a personal and professional basis. These include access to 24/7 resources such as: In-House Training Programme, Go1 Learning Content, Irish Management Institute, The Executive Institute
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