Customer Operations Team Lead

Role Overview

• Assist in Customer Operations recruitment, including conducting interviews and supporting hiring decisions
• Support onboarding and training for new starters, ensuring material is delivered effectively and consistently
• Conduct ongoing monitoring and quality assurance of team members, providing feedback and identifying development needs
• Prepare and manage rota planning to ensure adequate coverage for operational demands
• Create, implement, and monitor policies and procedures, ensuring clarity, effectiveness, and alignment with operational goals
• Ensure training and development initiatives include clear measures of effectiveness and employee competency
• Assist with safer gambling compliance responsibilities, working towards measurable compliance targets
• Act as the first escalation point for customer complaints, ensuring timely and fair resolution in line with company processes and regulatory requirements
• Build and foster effective relationships across the team and wider organisation
• Prioritise customer needs, measured through satisfaction metrics
• Handle ad hoc risk-related tasks or other company duties as required, ensuring measurable completion and impact, including:
• Withdrawals and payments – processing withdrawals, chargeback alerts, failed withdrawals
• Verifications: Onboarding, Enhanced, SOW and SOF
• AML and Safer Gambling alerts
• Safer Gambling Interactions
• Fraud prevention/bonus abuse alerts and reviews

Requirements

• Experience in the gaming and wagering industry is highly desirable
• Proven experience in a customer service role, with demonstrated leadership capability in a Team Lead or Senior capacity
• Advanced knowledge of CRM tools and functions
• Good understanding of the UK Gambling Commission rules and regulations
• Strong AML and Safer Gambling experience, with proven team leadership experience within a gambling operations and/or compliance environment
• Exceptional attention to detail and the ability to work well under pressure
• An analytical mind and inclination for problem solving
• A can-do attitude and ability to see the bigger picture.

Benefits

• A minimum of 5 weeks of paid annual leave for all Dabblers, plus public holidays!
• 2 weeks of paid sick leave for all Dabblers
• Up to 10% annual cash bonus based on Company performance metrics
• A £200 annual home office allowance
• Your wellness is our genuine concern: We sponsor access to the Sonder app for employees and their families with 24/7 support across mental health, medical advice, safety support and more
• Dabble Day Dividend: all Dabblers split the day’s revenue evenly on our birthday each year.