Customer Service Deputy Manager
The Customer Service department shapes memorable experiences for customers worldwide, maintaining rigorous standards and supporting continuous business growth. Operating at a senior level, the Deputy Manager will monitor and manage daily departmental workloads while coaching a dedicated team.
This hands-on role involves driving procedural changes, refining internal practices, and ensuring every customer interaction reflects the trusted brand values.
- Establish and maintain effective succession planning frameworks within the department.
- Ensure adherence to all Responsible Gambling policies and procedures at all times.
- Review existing departmental procedures and implement enhanced practices.
- Drive departmental efficiency and continuous improvement while maintaining exceptional service levels.
- Investigate technical issues thoroughly and liaise effectively with management teams.
- Analyze customer contact handling to identify key areas for operational enhancement.
- Develop quality and productivity benchmarks across the department.
- Support management in championing the customer service ethos.
- Act as a primary point of escalation for complex customer issues raised by Supervisors.
- Advanced planning, organisation and time management capabilities (required)
- Strong self-motivation with a clear drive for success (required)
- Proven leadership in people management (required)
- Decisive management of teams under pressure (required)
- Rigorous analysis of operational data for informed decision-making (required)
- Comprehensive knowledge of customer service policies and procedures (required)
bet365 is one of the world's leading online gambling companies, founded in 2000 by Denise Coates CBE. The company employs over 9,000 people and serves more than 100 million customers in 27 languages, with a market-leading position built on its In-Play betting product. It offers betting across 96 sports and hundreds of thousands of streaming events, handling millions of requests and bets at peak times. Headquartered in Stoke-on-Trent, England, bet365 is known for its software innovation and continues to develop its online betting and gaming platform.