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Based in Gibraltar and Manchester, Grace Media is a team with knowledge and dedication to online gaming running through its DNA. It is responsible for delivering top-class online gaming experiences for customers of over 100 online casino and bingo sites in Great Britain. We manage everything from cutting edge marketing to regulatory compliance, from B2B account management to financial analysis, and from customer service to payments and risk. Grace approach all of this with an ethos of social responsibility, invention and teamwork. As such, we're always looking to recruit skilled, talented and imaginative new members to our team so that we can continue to provide an industry-leading and innovative service to our customers and clients.
The Customer Support Team Manager will be responsible for ensuring customer satisfaction, providing problem solving resources and managing the Customer Support team across two locations, Manchester and Gibraltar.

Key Responsibilities

• People responsibilities including recruitment, induction, training, coaching, planning, performance managing and implementing policies and procedures
• Achieve customer service objectives by preparing and completing action plans, implementing productivity and quality customer service standards, problem solving, auditing, identifying trends and implementing changes
• Maintain contact with customers to determine requirements including conducting surveys, forming focus groups, analysing data and benchmarking
• Improve customer service quality by evaluating and re-designing processes
• Establish and communicate service metrics, monitor and evaluate results and implement changes
• Keep up to date with job knowledge by participating in educational opportunities, networking and participating in professional publications
• Investigate and solve customers’ problems which may be complex or long-standing and escalated in accordance with company requirements
• Maintain accurate records of conversations with customers
• Meet with other team members and departments to focus on continuous improvement
• Keep up to date with brands and service offering and ensure communication to team members
• Ensure there is an ownership of all incoming contacts that support the ethic to resolve with a first time resolution
• Understand fully and comply with the key objectives of the Gambling Commission and Gibraltar Regulatory Authority.

• To be fully aware of your responsibilities regarding Social Compliance and Licence Conditions Codes of Practice
• Oversee the control and performance of KYC stage 1 through effective processes

Additional Requirements

• Managing the activities of the team or project and resources to meet budget and business requirements as required
• Setting team and individual objectives and evaluating progress when required
• Reviewing performance of team and agreeing corrective actions where appropriate when required
• Selecting and training staff and assisting in their development when required
• Ensuring that all responsibilities are met in accordance with company procedures and the Staff Handbook.
• Understanding the need for confidentiality when dealing with both internal and external information.
• Flexibility to work outside or in excess of standard hours when necessary to achieve objectives required.
• Sound knowledge of the company’s service offering specific to role.

Working hours

• Customer Service Department hours are 24 hours, Monday to Sunday UK Hours.

• The working week is a standard 5 day/ 40 hour week which is rota based in line with

Customer service hours. We will always aim to rota shifts that are flexible to your needs

• Additionally you may be expected to work Bank Holidays

• Annual holiday is 33 days per year inclusive of Bank Holidays