As a Customer Service Supervisor, you’ll play a critical role in supporting frontline contact centre operations.. Reporting to the Senior Customer Service Manager, you’ll supervise inbound contact centre teams, monitor real‑time performance, and manage customer escalations to ensure a consistently high standard of service. You’ll also step in to support customer interactions during peak periods, helping ensure appropriate escalation coverage and smooth day‑to‑day operations.

• Act as the key escalation point for complex customer matters, including complaints, bet disputes, cancellations, and safer gambling interactions
• Conduct call reviews and callbacks to support resolution quality and customer retention
• Manage advanced customer queries, market resulting, and escalation outcomes
• Assign and audit outbound tasks and account checks to ensure accuracy and timeliness
• Monitor queues and real‑time performance to maintain service levels
• Support agents during live customer interactions and manage breaks and coverage
• Produce reporting on contact trends, queue performance, and agent outcomes
• Champion change initiatives through clear communication, updated processes, and training delivery

You’re a calm, customer‑focused professional who thrives in fast‑paced contact centre environments. You enjoy supporting teams on the floor, solving problems in real time, and balancing customer needs with operational performance. You’re collaborative, resilient under pressure, and genuinely motivated by delivering great customer outcomes.

• Demonstrated experience working in a customer service contact centre environment
• Strong customer‑centric mindset with empathy and professionalism
• Confidence managing customer escalations and resolving complex issues
• Ability to multitask and work effectively across multiple systems and screens
• Strong communication skills, both written and verbal
• High attention to detail with a quality‑focused approach
• Proven ability to support teams through change and evolving ways of working
• Comfort working varying shift patterns based on operational requirements
• Demonstrated leadership presence on the contact centre floor