hackajob is collaborating with Tombola to connect them with exceptional professionals for this role.
North East England based | Hybrid
Full time | Permanent
Shifts discussed at interview
We’re on the lookout for a Italian speaking Customer Service Team Leader to join our Italian team, supporting and covering our Italian territory while helping shape how we deliver brilliant experiences to our players.
Working closely with the Customer Service Operations Manager, you’ll help drive how we operate day to day, bringing structure, energy and consistency to the team. You’ll also collaborate with our Product and Tech teams, making sure the voice of our customers is always heard and reflected in what we build.
This is a great opportunity to step into a role where you can truly make an impact, grow your leadership skills and be part of something that’s constantly evolving.
What this role looks like
At the heart of this role is people leadership.
You’ll lead a team of Italian speaking Customer Service Advisors, creating an environment where people feel supported, motivated and set up to succeed. From coaching and development through to performance and wellbeing, you’ll play a big part in helping your team thrive while delivering a great experience for our players.
What you’ll be doing
Leading and supporting your team day to day
Managing attendance, absence and return to work processes
Running performance reviews, QA and scorecard reviews
Holding regular 1:1s and development conversations
Managing team holidays, overtime and rota changes
Monitoring live dashboards and team performance
Leading team meetings and sharing key business updates
Gathering and presenting performance data
Acting as a key link between CX, Product and Tech
Championing feedback and continuous improvement
A bit more of what you’ll get involved in
Supporting onboarding, training and wider CX initiatives
Managing probation reviews and performance plans
Handling more complex people matters where needed
Supporting recruitment and building out the team
Managing onboarding and offboarding processes
Getting involved in ad hoc projects and team improvements
What we’re looking for
Fluent Italian and English written and spoken
Strong leadership and people management experience
A passion for delivering great customer experiences
Confident communicator who can work across teams
Organised, adaptable and comfortable managing multiple priorities
Awareness of customer service trends and best practice
If you enjoy leading people, creating a positive team environment and being part of a business where you can genuinely make a difference, this could be a really nice next step.
At tombola we know that our differences make us stronger and that thinking differently is key to long term success. We work hard to create a culture of inclusivity where everyone can celebrate our Free to be mevalue. We are committed to creating opportunities for everyone here at tombola, we welcome applications from all backgrounds and encourage individuals to apply, even if you don’t meet every requirement.
Customer Service Team Leader - Italian Speaking • Sunderland, England, GB
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