Team Lead - Premium Service

The Team Lead - Premium Service at Betway is responsible for assisting the Manager in creating a 360-degree service environment for sports book and casino customers. The role ensures the delivery of world-class service and quality across all inbound and outbound platforms while establishing constructive relationships with internal and external clients.

This position involves the direct line management of Premium Relationship Managers, including overseeing shift schedules, attendance, and performance development. The Team Lead plays a critical role in coaching staff, monitoring service levels, and collaborating on customer experience strategies to ensure the team meets its operational targets and service standards.

• Direct line management of the Betway Premium Relationship Managers.
• Responsible for the day to day management of all Relationship Managers in your team, including shift schedules, attendance etc.
• Attend to growth and development needs of your team.
• Actively managing performance.
• Ensure disciplinary matters are escalated and attended to within your team.
• Ensure that the team’s absences are logged and overtime submissions are processed.
• Coaching: Assisting the Manager in ensuring that the team provide world class customer experience to all customers within our Inbound and Outbound environments.
• Identifying and acknowledging deficiencies found with Relationship Manager contacts from escalated queries and trends picked up from Relationship Managers.
• It is mandatory that in the event that Instances of knowledge deficiencies are found, coaching with respective Relationship Managers in line with Quality Management processes needs to be completed followed with Coaching form requirements and improvements measured throughout the process through formalised tracking forms.
• Personal trend tracker on Relationship Managers to be maintained in order to illustrate efforts made towards improving Relationship Managers quality (Via the coaching form and separate Relationship Manager analysis, should it be required).
• Alert/Monitoring/Supervisory Function: Monitoring of Relationship Managers availability and occupancy in line with overall shift performance requirements pertaining to SLA and Handling Rates.
• Development Focus: Collaborating and working with the Manager in the setup, implementation and management of Inbound and Outbound channels and customer experience strategies.
• Stay up-to-date with digital technology trends in the aim to assisting the Manager in identifying technology that can further improve our overall service offering.
• Collaborating with the Manager in offering an active platform to all Relationship Managers whereby they can communicate any issues and/or complaints that may affect our service offering or the business as a whole.
• Actively listen to customer feedback and understanding potential pain points and ensure these pain points are addressed in the Voice of the Customer Steering Committee.
• Assisting the Manager in providing insights for inclusion in all relevant reporting to senior management.
• Collaborating with Manager in Identifying skills development and succession opportunities for all Relationship Managers.
• Productivity Management: Monitoring and handling of all internal query escalations via CRM.
• Ensuring that all Relationship Managers on shift are meeting the desired per hour interactions and proactively work with agents on shift not meeting the per hour interactions requirements.
• Assistance with live escalated queries from Relationship Managers via email or MS Teams platform.
• Service Recovery: Identify trends, product issues and process gaps that may negatively impact a customer’s experience.
• Based on collaborative analysis, provide insights to management in the aim to formulate standard operating procedures to drive continues CX improvements.
• Based on insights from survey analysis, conduct coaching and interact with the Relationship Managers to address these shortfalls that will improve a customer’s overall experience.
• Proactively collaborate on service recovery campaigns that will directly reduce complaints coming through on social media, Hello Peter and gambling board complaints.

• Minimum of 2 years’ experience in a Customer Service or Contact Centre role (required).
• A degree (BCom or equivalent) is essential (required).
• Strong verbal and written communication skills, with the ability to convey complex ideas clearly and effectively (required).
• Experience working collaboratively in cross-functional teams, with a focus on achieving shared goals (required).
• Expertise in managing multiple projects simultaneously, with a track record of delivering on time and within scope (required).
• Exceptional attention to detail, ensuring high standards of quality in all outputs (required).
• Ability to adapt quickly to changing environments and priorities, maintaining effectiveness in dynamic situations (required).
• Experience in developing and executing customer retention strategies (required).
• Computer literacy and proficiency in Microsoft Office Suite (Word, Excel, Project, PowerPoint) (required).
• Ability to use pivot tables and work with an advanced statistical database and statistical methods and functions (required).
• Betway Premium is a 24-hour operation therefore must be willing to work on a rotational shift basis and flexible to work overtime (required).
• In-depth knowledge of sports betting markets, including odds calculation, betting types and market trends (nice-to-have).
• Previous experience in the online gaming or casino industry, with a strong understanding of player behaviour and industry regulations (nice-to-have).
• Familiarity with gambling regulations and compliance requirements, ensuring adherence to legal standards (nice-to-have).

• Comprehensive learning and development programmes.
• Performance Tool for regular, constructive feedback.
• Employee Assistance programme.

Betway Group is an online gambling operator founded in 2006 and part of Super Group, which is listed on the New York Stock Exchange under the ticker SGHC. It provides entertainment across sports betting, casino and esports betting, built on proprietary and latest-generation technologies. The company offers interactive gaming experiences spanning pre-game and live sports betting, esports and casino in a regulated, responsible environment. Betway is headquartered in Gzira, Malta, and operates across multiple international markets.

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