Client Services Team Leader - AU

As a Client Services Team Leader at Entain Australia and New Zealand, your primary responsibilities include managing the daily performance of the Support Contact Centre team, providing leadership and coaching to enhance customer service, analyzing team performance, and ensuring alignment with business strategies. You will also create development plans for team members and oversee ongoing learning initiatives to boost employee growth and morale.

To become a Client Services Team Leader at Entain Australia and New Zealand, candidates should possess a sound knowledge of the wagering industry, strong interpersonal and communication skills, and a proven track record in delivering exceptional customer service. Candidates should also have experience in performance monitoring and providing constructive feedback, as well as the ability to work under pressure and handle sensitive information.

Entain Australia and New Zealand believes in fostering a positive work culture by providing leadership, management, and coaching to enhance the team environment. They support individual growth through targeted development plans, wellness benefits, and company-wide events that celebrate team achievements, ensuring that every employee feels valued and included.

Candidates for the Client Services Team Leader position at Entain should demonstrate strong analytical skills, attention to detail, and the ability to build rapport with team members. They should also possess effective communication skills, the capability to motivate and support their team, and a proactive approach to learning and managing tasks, which are essential in a fast-paced contact center environment.

Entain Australia and New Zealand provides various growth opportunities for Client Services Team Leaders, including access to a wealth of learning and development initiatives aimed at broadening their expertise. The company fosters professional growth, encouraging Leaders to enhance their skills and advance their careers within the thriving environment of sports and gaming.

When addressing team performance management in a Customer Service environment, I focus on regular one-on-one check-ins to set clear expectations and provide constructive feedback. I believe in using data-driven insights to identify areas of improvement and celebrate successes to maintain motivation within the team.

In a previous role, I encountered a challenging client situation where a customer was dissatisfied with our service. I listened actively to their concerns, validated their feelings, and collaborated with my team to find a suitable resolution. By providing timely follow-ups and ensuring the client felt heard, we were able to regain their trust and turn the situation around.

To ensure a customer-centric approach, I would implement regular training sessions focused on empathy and active listening skills. I’d also establish feedback loops with clients to gather insights and continuously improve our strategies based on their needs, reinforcing our commitment to exceptional customer service.

To motivate and develop my team, I prioritize creating an open dialogue where team members feel comfortable sharing ideas or concerns. I also provide professional development opportunities, such as workshops and mentorship, ensuring individual goals align with the broader organizational objectives while nurturing their skills.

My approach to maintaining compliance and promoting responsible gaming practices involves regular training sessions for the team on policies and procedures. I also advocate for transparency in operations and the importance of identifying problem gambling signs. Continual monitoring and adjustment of our strategies ensure adherence and accountability.

In a high-pressure situation, I would remain calm and composed, first assessing the issue at hand. I would communicate clearly with my team, delegating tasks based on individual strengths while providing support where needed. My focus would be to ensure the team's morale remains high through encouragement and acknowledgment of their efforts.

Crucial metrics for measuring team performance include customer satisfaction scores, response time, first contact resolution rates, and employee engagement levels. These metrics help in identifying areas of strength and opportunities for improvement, guiding effective coaching to enhance overall performance.

In a fast-paced work environment, I prioritize tasks by assessing their urgency and impact on customers and team objectives. I often use tools like task lists or software for tracking, enabling me to stay organized and effectively allocate resources to ensure all important tasks are completed timely.

In a previous role, I implemented a digital feedback tool that allowed customers to quickly express satisfaction or concerns post-interaction. This immediate feedback loop significantly improved our response times to resolve issues, and it led to enhanced customer satisfaction and efficiency across the team.

Ensuring effective communication across different teams involves establishing regular meetings and utilizing collaboration tools for seamless updates. I believe in the importance of fostering relationships with stakeholders, encouraging an open-door policy, and promoting transparency to enhance partnership and alignment within our goals.