Customer Service Deputy Manager

About the role

The Customer Service Deputy Manager will oversee daily workloads within the Customer Service department, ensuring that every interaction reflects bet365’s trusted brand values. This senior, hands‑on position involves coaching a dedicated team, driving procedural improvements, and acting as the primary escalation point for complex issues.

Key responsibilities

• 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 and act as the primary point of escalation for complex customer issues.

Required profile

• Advanced planning, organisation and time‑management capabilities.
• Strong self‑motivation with a clear drive for success.
• Proven leadership in people management.
• Decisive management of teams under pressure.
• Rigorous analysis of operational data for informed decision‑making.
• Comprehensive knowledge of customer service policies and procedures.