VIP Customer Service Deputy Manager

At bet365, we're one of the world's leading online gambling companies, revolutionising the industry since 2000. Founded by Denise Coates CBE, we now employ over 9,000 people and serve over 100 million customers in 27 languages. Our focus on In-Play betting has solidified our market-leading position, offering an unmatched experience across 96 sports and 700,000 streaming events. With over 750 concurrent sporting fixtures at peak and more live sports streamed than anyone else in Europe, we handle over 6 billion HTTP requests daily and process more than 2 million bets per hour at peak.

We empower our employees to push boundaries and explore new ideas, cultivating a culture that celebrates and rewards creativity. This offers employees a wealth of opportunities for growth, giving them the opportunity to make a real impact in the world of online gambling. As a forward-thinking company, we’re breaking new ground in software innovation too, redefining what’s possible for our customers worldwide.

As a leader with the VIP Customer Service team, you will be a key individual in the delivery of exceptional service that upholds the reputation for excellence amongst our high value customer base. Reporting to the VIP Customer Service Manager, you will inspire and uplift you’re your team through direct coaching, while fostering a collaborative environment.

Your adaptability and forward thinking approach will be essential in implementing strategies to enhance the VIP experience, drive customer loyalty and navigate unique challenges whilst remaining focused on the overall objective.

This is a unique opportunity to be part of our exciting growth and play a key role in shaping the future of VIP operations within the VIP customer service team as we expand across the US.

The role involves flexible working hours including weekends, evenings and public holidays to cover the busy sporting calendar.

The salary range for this role is $80,000 - $90,000 annually.

• Exceptional planning, organization and time management skills.
• High self-motivation with a strong drive to achieve success.
• Ability to deliver exceptionally high standards and client satisfaction within agreed deadlines.
• People focused with the ability to inspire, motivate and influence improvement, fostering a culture of personalized service and proactive relationship building.
• Proven leader with experience in coaching and people management and developing teams to deliver outstanding VIP service.
• Collaborates effectively within a team and plays a key role as a valuable team member.
• Exhibits resilience and a positive, can-do attitude when faced with change and adopting a pro-VIP mindset.
• Skilled at managing multiple diverse and complex projects in a fast-paced environment.
• Maintain compliance with individual licensing requirements according to regulations.
• Driving the VIP department in providing exceptional, personalised level of service and promoting a culture of proactive customer engagement.
• Overseeing VIP team performance against key metrics such as client satisfaction, service quality, while offering expert coaching and tailored feedback to drive future progression.
• Developing and implementing a robust framework for succession planning within the VIP team.
• Maintaining an exceptional and in-depth knowledge of bet365’s VIP offerings, policies and procedures, and understanding how these can be leveraged to enhance the VIP client experience.
• Proposing, development and implementing strategies to drive VIP customer experience forward and to improve efficiency in VIP service delivery.
• Acting as a senior point of escalation for VIP client issues raised by Supervisors, ensuring swift and effective resolutions but empowering others to propose decisions that uphold customer satisfaction.

bet365 provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state, or local laws.