About the role
We are seeking an experienced and motivated Customer Support Team Leader to join our Customer Operations team within Core Operations. Reporting to the Head of Customer Operations, this role plays a key part in delivering a high-quality, compliant and customer-focused support service.
You will lead and develop a team of Customer Support Agents, ensuring service levels, quality standards and customer experience expectations are consistently met across all contact channels. Working closely with Quality & Training, Projects, Player Protection and other internal teams, you will use insight and data to drive continuous improvement and operational excellence.
This is a Dublin City Centre based hybrid role.
Key Responsibilities
Lead, coach and develop a team of Customer Support Agents to achieve SLAs, KPIs and quality targets
Manage day-to-day operations including workload prioritisation, resource planning and queue management
Promote a customer-first culture, ensuring ownership of queries through to resolution and encouraging first contact resolution
Ensure all activities are carried out in line with regulatory, compliance, responsible play and data protection requirements
Maintain audit-ready standards, ensuring processes, controls and record-keeping are consistently adhered to
Monitor performance using data, QA insights and customer feedback to identify trends and improvement opportunities
Translate insights into actionable recommendations across processes, systems and customer journeys
Conduct regular 1:1s, performance reviews and coaching sessions to support employee development
Manage performance, conduct and quality issues in line with company policies
Act as an escalation point for complex customer, retailer or operational issues
Support the implementation of process improvements, tools, automation and AI-enabled solutions
Contribute to operational reporting, including SLA performance, quality metrics and customer trends
Collaborate cross-functionally with teams such as Product, Marketing, IT, Retail, Legal and Player Protection
Represent the voice of the customer in business discussions and decision-making
Participate in weekend on-call cover where required
Skills & Competencies
Strong leadership and coaching ability, with experience motivating teams in a fast-paced environment
Excellent communication skills, both written and verbal
High attention to detail and strong understanding of compliance and regulated environments
Analytical mindset with the ability to interpret data and drive improvements
Strong problem-solving skills and sound judgement in decision-making
Ability to manage multiple priorities and escape risks appropriately
Confident in handling escalations and complex customer issues
Proven stakeholder management skills, with the ability to influence across teams
Experience with CRM, reporting and workflow tools (Zendesk or similar is advantageous)
Results-driven with accountability for performance delivery
Experience Required
Minimum 1 year experience in a leadership, supervisory or senior customer support role
Experience in a customer service, contact centre, operations or regulated environment
Proven track record in performance management, coaching and quality improvement
Experience using customer support systems, CRM or reporting tools
Qualifications
A third-level qualification in Business, Customer Service, Operations, Management or a related discipline is desirable
Relevant experience will be considered in lieu of formal qualifications
Why you will love working here
Work-life balance: Hybrid working model for applicable roles, Full range of leave entitlements, Career Breaks and Secondments
Physical Wellbeing: Discounted gym membership, Eyesite tests,Paid sick benefit, wellbeing initiatives
Financial Wellbeing: Competitive salary, Defined contribution pension, Income protection 1:1 financial advice.
Learning & Development: We promote a culture where you can continuously develop on a personal and professional basis. These include access to 24/7 resources such as: In-House Training Programme, Go1 Learning Content, Irish Management Institute, The Executive Institute
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