Head of Player Support Cambridge, East of England, England
Jagex
Full Time
Cambridge, East of England, England
10.56 - 12.04 GBP Today
Job description
The job & the team!
Are you an experienced Customer Service leader in the games or tech industry?
As Head of Player Support at Jagex, you will manage the day-to-day operations of 1st and 2nd line internal and outsourced player support and Anti-Cheating to ensure response time, customer satisfaction & internal KPIs & SLAs are on target & performance is managed effectively.
This is an opportunity to provide leadership and operational excellence across Player Support at Jagex, and to take full ownership of the team’s operations and success.
Working as part of our talented team you will have the opportunity to:
Ensure swift escalation and resolution of Voice of the Community issues with stakeholders, providing visibility for the Senior Director of Games Operations.- Provide leadership and operational excellence for 1st and 2nd line Player Support & ACT providing services for all products, ensuring all team members have a strong understanding of the department strategy and the part they play in business success.
- Take the lead in developing and implementing anti cheating & IP protection strategies with studio stakeholders.
- Ensure high levels of employee satisfaction and engagement, evidenced via employee surveys utilising career paths, coaching, mentoring, training and succession planning.
- Assist Product Player Support Managers/Liaison & Senior Director of Games Operations in the delivery of strategic projects.
- Utilising quality reviews, coaching and feedback to maximise individual performance, feeding into departmental KPIs and SLAs.
- Ensure quality control is in place and feeding back into the operation and training of the department.
- Manage the recruitment, assessment, and onboarding for the Player Support & ACT team.
- Conduct regular 121s and performance reviews for direct reports, with specific focus on performance and personal development.
- Be a Brand advocate for Jagex, internally and externally, seeking opportunities to realise brand capital.
- Create and manage budgets and forecasts, current and future, based on department strategy and business requirements.
- Additional strategic management and project responsibilities, agreed with the Senior Director of Games Operations.
What we’re looking for:
5+ years of experience leading Customer Service teams, ideally in the gaming or tech industry- Experience managing team leads/managers in the customer service/player support function.
- Excellent understanding of Player Support, community sentiment and Anti Cheating metrics
- Experience in strategy creation, communication at all levels, budgeting, forecasting, queue management
- A strong track record of success in employee development and engagement
- Ability to foster an environment where processes are seen as living entities and initiate process changes that benefit the team, customer and business
- Ability to review information & data from a variety of sources to assess individual and team performance, and provide insights to games product management
- Experience with outsource team management and set up
Company Overview:
A leader in creating deep and engaging experiences on PC and mobile, Jagex was founded in 2001 and is today one of the UK’s biggest and most respected video game developers and publishers.
Famed for its flagship MMOs RuneScape and Old School RuneScape, Jagex has welcomed more than 260million player accounts to its world and created a $1bn lifetime franchise revenue. Today the RuneScape franchise exists beyond running games in live operations; our titles are living games that connect and inspire millions of players, with content and experiences both inside and outside of inexhaustible game worlds.
Both RuneScape and Old School RuneScape, on PC and mobile, offer ever-evolving, highly-active worlds and our community-focussed development ethos empowers players to have a real say in how each game is shaped.
Jagex is expanding and extending its portfolio with fresh franchise titles, new IP and, in 2018 launched Jagex Partners, delivering third-party publishing and operational services exclusively for the living games of the future.
Jagex employs more than 400 people at its Cambridge headquarters and is on the hunt for talented people to work across the business to help the company to achieve yet another year of record growth and player satisfaction.
Company Benefits:
Flexible Working- Bonus Scheme
- Private Health Care
- Gym Membership
- Monthly Energy Allowance
- Generous Pension Contributions
- Life Insurance
- Free Cycle Repair
- Income Protection
- Dental Plan
- Free Fruit and Drinks
- Subsidised Canteen
Feel like you fit this role, but don’t meet all the requirements? We strive for fresh perspectives, so as long as you can demonstrate how your attitude and other abilities might make up for any gaps we would welcome your application!
Jagex are an equal opportunities employer and positively encourages applications from suitably qualified and eligible candidates regardless of sex, race, disability, age, sexual orientation, gender reassignment, marriage or civil partnership, pregnancy or maternity, religion or belief.
Jagex
www.jagex.com
Cambridge, United Kingdom
Phil Mansell
$100 to $500 million (USD)
201 to 500 Employees
Company - Private
Video Game Publishing
2001
