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Sportsbook Service Team Leader

LiveScore Group
Job LocationNewcastle-under-Lyme
EducationNot Mentioned
SalaryNot Mentioned
IndustryNot Mentioned
Functional AreaNot Mentioned
Job TypeNot Mentioned

Job Description

Sportsbook Service Team Leader (Newcastle-under-Lyme)The role will be working 37.5 hours a week with days that will be rotating and are dictated by the events calendar.What you’ll need to doWe have an exciting new opportunity to join our brand-new Sportsbook venture. As a Sportsbook Service Team Leader, you will be part of a dedicated team based in our Newcastle-Under-Lyme office. Reporting into the Sportsbook Service Manager, you will be responsible for the overall quality of our product offering, ensuring that accurate and timely betting content is presented to our customers in a consistent manner and in line with our overarching customer experience strategy.Key Responsibilities

  • Supervise the Sportsbook Operations team on allocated shifts and co-ordinate daily workflow
  • Monitor all Sportsbook sites and ensure the presentation of all Sportsbook betting content is executed in-line with the signed off daily schedule, manging Content live and modifying schedule when required.
  • Manage all event escalations real time and take decisions to resolve as quickly and effectively as possible, minimising customer impact and business risk
  • Monitor all incoming queries escalated through CS and resolve within agreed internal SLA’s.
  • Create staffing rota’s and ensure adequate staffing levels at all time to meet the business demands
  • Record detailed logs of all errors and issues. Measure the impact of errors (Number of bets, total cost, expected loss of revenue)
  • Create knowledge base articles to support knowledge transfer to frontline CS and improve first time resolution rates
  • Manage all escalated queries for the CS team in a timely and efficient manner, always looking to put the customer experience first.
  • Support NOC with business wide comms for all P0 scenarios, giving relevant operational impact assessments and identifying any workaround tactical solutions.
  • Regularly review and rate our core Sportsbook products against the marketplace and report key findings
  • Support the Marketing Comms and Customer Analysis teams for any ad hoc daily activity which requires specific Sports Ops support in executing a daily task.
  • Support our product team with internal testing requirements
  • Liaise with the Content, Marketing and Trading departments to align on daily content plans and promotional activities
  • Conduct regular 1 to 1’s and set stretching individual objectives and measure performance, following our internal RADD process
  • Continually review staffing skillsets and experience to identify any knowledge gaps or areas of improvement
  • Execute all promotions in a timely fashion, meeting customer demand across all channels.
    • The person we are looking for
  • Excellent knowledge of sports and betting products.
  • Always thinking like a Player, from start to end of ideas. They are the cornerstone of every decision we make.
  • A minimum of 12 months experience in a Sportsbook operational environment and supervising a small team of people on a shift basis.
  • Excellent understanding of sports and betting/settlement rules
  • Strong analytical and problem-solving skills
  • The ability to delegate effectively
  • High attention to detail
  • Excellent interpersonal and communication skills
  • Willingness to learn and a desire to self-develop
  • Proactive in quickly identifying issues and potential solutions
  • Able to take direction and learn from others
  • Highly collaborative, works well as part of a team and understands the team and business priorities
  • Demonstrable ability to work to tight deadlines
  • A flexible attitude
    • What can we offer
  • Competitive salary
  • Performance bonus
  • Childcare Voucher scheme
  • Private Healthcare scheme
  • Free on-site parking
  • Enhanced Maternity/Paternity/Adoption pay
  • Ride to Work Scheme
  • Virgin Tribe - access to exclusive Virgin offers and experiences
  • Life Assurance (x3 salary)
  • Contributory Pension Plan
    • About UsLiveScore Group is home to the world’s largest scores and stats provider, boasting more than 54 million dedicated monthly users, and a sportsbook that truly packs a punch. Delivering live scores, results, tables, news and facts via native apps and an unbeatable website, LiveScore throws the spotlight on football, cricket, tennis, basketball and hockey.Launched in May 2019, Virgin Bet offers daily price boosts and a huge range of markets across all major sports. Delivering unsurpassable user experience, quality customer service and betting choices galore, we have the perfect line-up to disrupt the sportsbook market. From now on, sport is at the forefront of our agenda.Whether it be first-in-class designers, leading industry marketeers or technology, we’ll continue to make an impact by growing our talent pool across the globe. Taking our products to the fingertips of users internationally, we intend to combine our skills to create the best odds for a bright and lucrative future — and win. Required skills
  • CS
  • Customer Analysis
  • Sport
  • Sports Betting
  • Sportsbook

    • Keyskills :
    Customer Analysis Spts Betting

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