Job Details

Job
Location
Head of CS - Malta
Job ID: 7273
Job Type:
Region:

Any Region

Job description: HEAD OF CUSTOMER SERVICE
 
 
Our client is looking for a Head of CS to join their Malta team. This person will be required to design, shape and deliver customer centric strategy in order to provide a positive experience and build long-term customer relationships.  To establish and oversee the departmental vision, goals and objectives at all levels, acting as an operations expert, identifying and delivering ongoing service improvements
 
You will:
 
  • Play a lead role in drafting customer centric (customer confidence building) strategy formulation for the department
  • Strategically lead and develop the team
  • Create a culture and processes which achieve business goals, objectives and vision
  • Drive necessary changes for the improvement of operating and organising efficiency of the team
  • Design a quality plan and key metrics to accurately measure the quality of service provision and provide this information/reports to the senior leadership team
  • Identify and capitalise on opportunities for enhancing and extending the service offering in line with the corporate vision
  • Ensure to provide high quality service to customers
  • Take a planned and measured approach to contributing to improve organisational culture and effectiveness.
  • Take actions to enhance motivation and morale, whilst aligning with organisational strategies and requirements to create a culture of continuous Improvement
 
Experience and Qualifications
 
  • Experience in gambling and sports industry (Sports and Casino)
  • Stakeholder relationship management.
  • Strong commercial awareness.
  • Previous online Head of CS experience within Gambling industry
  • Managed people with a customer support capacity
  • Financial analysis skills with the ability to understand and interpret  reporting metrics and present them in a stakeholder-friendly format.
  • Delivery focus.
  • Strategic awareness.