Customer Support Lead

William Hill is the fastest growing Sports Book in the US! Our ambition is to build a digitally-led, internationally diverse gambling company of scale. We are in a highly innovative industry. As one of the largest gambling companies and with over 11,000 people worldwide, we make a massive investment in everyone, offering excellent career development opportunities. Our people are at the heart of everything we do, and we offer a fast-paced environment where we have fun, celebrate success, and give you all the tools you'll need to be your best self.

As the Customer Support Lead, you will be responsible for supervising the customer support department, ensuring that service levels are met, contacts are recorded for reporting purposes. That contact quality is of a high standard. You will also supervise your own Customer Support Specialists group, meeting monthly to review contacts, coaching, and setting targets for improvement.

What You Will Do:

• Work with the Customer Support Manager to set clear goals and expectations for the team and ensure they are effectively implemented


• Actively work with Customer Support Manager to review data and trends to improve service levels


• Ensure all company initiatives and strategies are effectively implemented


• Proactively build great working relationships with key colleagues of all levels of the organization


• Ensure that all customer disputes are resolved in line with House Rules. Liaise with line managers with appropriate authority to resolve disputes.


• Ensure the Customer Support team remains fully compliant with State and Federal rules and regulations


• Ensure all company communication is cascaded to the Customer Support team


• Support administrative tasks within the team


• Undertake additional tasks contributing to the Customer Support team, as needed or requested


• Ensure effective communication channels exist across the Customer Support team


• Ensure under-performance is challenged and appropriately dealt with


• Maintain a Customer Support Team that fosters a multi-skilled environment


• Support the Customer Support Teams development and foster individual growth


• Maintain a safe and healthy working environment, reporting any issues to the Customer Support Manager or HR


• Create a fun and consistent working environment for the team

What You Will Need:

• Customer Support Supervisor/Lead experience


• Excellent verbal and written communication skills


• Must be available to work nights, holidays, and weekends


• Ability to multitask


• Gives quick and effective speed of service


• Able to handle complaints and challenging situations in a calm and patient manner


• Ensures high standards, show initiative, proactivity, and professionalism


• Flexibility to perform different tasks and follow procedures correctly


• Has the drive and enthusiasm for personal development


• Must be able to work independently with minimal supervision


• Must be confident in one's ability to assess situations and make informed decisions


• Ability to manage a diverse range of activities and effectively prioritize responsibilities


• Ability to obtain and/or be eligible for work authorization, regulatory licensing (where applicable)


• You will need to complete a background check and drug screen successfully

Essential Functions/Exposures:

• Must be able to sit for extended periods


• Must be able to type and talk on the phone for extended periods


• Regular attendance in the office