Customer Service Team Leader

Job Description

📍 Sunderland (Hybrid) | Full Time | Permanent |

At tombola, our players are at the heart of everything we do. Creating long term fun, delivering brilliant experiences and building a genuine sense of community is what makes us different.

Our Customer Experience teams are a huge part of that. Whether it’s supporting players directly, creating a welcoming and engaging player experience in our chat rooms, or helping customers through more sensitive safer gambling conversations, our CX teams bring the tombola experience to life every single day.

We’re now looking for a Customer Service Team Leader to join the team.

This is a great opportunity for an experienced people leader who enjoys creating high performing teams, driving performance and making a real impact on both the customer and employee experience.

We’re looking for someone who is confident leading from the front, comfortable in a fast paced environment and passionate about helping people grow and succeed.

What you’ll be doing

As a Team Leader, you’ll lead a multi skilled team of Customer Service Advisors and Chat Hosts, creating a positive and high performing environment where people feel supported, motivated and challenged to do their best work.

Alongside day to day leadership, you’ll coach and develop your team through regular 1:1s, feedback and ongoing support, while helping drive improvements across the wider customer journey.

You’ll also play an important role in keeping your team engaged and informed, confidently leading meetings, sharing updates and helping people navigate change positively.

A bit more about the role

You’ll be responsible for:

• Leading, motivating and developing a high performing CX team
• Conducting regular 1:1s, performance reviews and QA evaluations
• Coaching team members to achieve their full potential
• Driving performance across key CX metrics including NPS, FCR, productivity, engagement and quality
• Monitoring live dashboards and making real time decisions
• Leading team meetings and confidently presenting updates
• Managing attendance, holidays and absence processes
• Supporting recruitment, onboarding and probation management
• Building strong relationships across the wider business
• Driving continuous improvement initiatives and customer experience enhancements
• Supporting your team through change in a fast paced environment

What we’re looking for

We’re looking for someone with previous experience leading customer facing teams, who is comfortable balancing people leadership with performance delivery.

You’ll be organised, self motivated and genuinely enjoy developing and supporting people to perform at their best.

Alongside that, we’d love to see:

• A proven track record of leading successful teams
• Strong coaching and mentoring skills
• Confidence leading meetings, delivering feedback and communicating with impact
• The ability to influence, build trust and bring people with you
• Experience managing performance and difficult conversations
• A proactive and solutions focused mindset
• Confidence using data and insights to drive improvements
• Strong organisational skills and the ability to prioritise competing demands
• Confidence using Microsoft Office, Jira and other business systems
• A collaborative approach and willingness to get stuck in

Working pattern

This role works on a rotating 2 week pattern:

Week 1: Monday, Wednesday to Sunday, typically between 8am and 4pm
Week 2: Tuesday to Friday, typically between 8am and 4pm

You’ll be aligned to a team who predominantly work their core hours between 6am and 6pm, so flexibility is important. The rota includes a mix of weekday and weekend working, helping provide a nice balance across the schedule while also supporting the needs of a 24/7 customer environment.

This is a hybrid role based out of our Sunderland HQ, with 3 days per week in the office working closely with the wider team. The remaining days can be worked from home, giving you space for focus time and flexibility, while still keeping collaboration and connection at the heart of how we work.

While these are the typical working patterns, there may occasionally be a need to flex hours in line with business and customer needs, so we’re looking for someone who is comfortable adapting when required.

Why tombola?

You’ll join a collaborative and supportive environment where your ideas are welcomed, your impact is visible and development is encouraged.

Whether you’re looking to build on your leadership experience or continue developing your career within CX, there’ll be plenty of opportunities to learn, grow and progress with us.

We’re a business built on innovation, collaboration and doing things differently. If you’re looking for a role where you can make an impact, grow your career and be part of a team that backs each other, we’d love to hear from you.

We also have some great benefits which you can check out here.

At tombola we know that our differences make us stronger and that thinking differently is key to long term success. We work hard to create a culture of inclusivity where everyone can celebrate our Free to be mevalue. We are committed to creating opportunities for everyone here at tombola, we welcome applications from all backgrounds and encourage individuals to apply, even if you don’t meet every requirement.