Job Description

As our Chat Host Team Manager, you will be responsible for ensuring exceptional customer engagement and service delivery across all Bingo rooms. By aligning team objectives with business goals, the manager takes a lead in driving key performance metrics while optimising productivity through strategic scheduling and performance management. Utilising monitoring tools, they oversee chat host operations, uphold service standards, and provide continuous coaching to support professional growth and team excellence.

• Lead and manage the Chat Host Team – Drive exceptional service and engagement in chat rooms through strong leadership and support.
• Optimise scheduling – Maintain balanced shift coverage to ensure productivity and efficiency.
• Resolve customer complaints – Ensure swift and effective resolution to maintain satisfaction.
• Ensure accountability – Set expectations, provide feedback and conduct regular performance reviews.
• Align with business goals – Ensure the team’s objectives contribute to brand success and key performance targets.
• Communicate promotions effectively – Keep the team informed and prepared to handle customer inquiries.
• Motivate and inspire – Cultivate a positive team culture, recognising achievements and boosting morale.
• Maximise, track and report on performance – Use monitoring tools like Vaix to track, enhance, and maintain high service standards.
• Develop, coach and strengthen team capabilities – Foster a high-performance culture with mentorship and professional growth opportunities to implement targeted training and development programs.
• Hire & train top talent – Lead hiring and onboarding to build a strong and capable team.
• Monitor and improve operations – Identify performance gaps and collaborate on solutions for better efficiency.
• Drive innovation – Implement new strategies to enhance service quality and customer experience.
• Ensure compliance – Uphold company policies and operational excellence at all levels.
• Plan engaging events – Lead the execution of monthly Bingo entertainment activities, ensuring host readiness

Your leadership will be crucial in developing and implementing best practices, driving continuous improvement, and fostering a cohesive and motivated team environment. Join us today and make an impact!

Qualifications

• 5 years of overall experience in customer service with at least 2 years as a team leader/manager
• People management and leadership
• Excellent communicator with the ability to engage the team and stakeholders
• Degree or diploma in Management or a relevant discipline
• Propensity for innovation

Additional Information

You’re probably wondering outside of a fun, exciting and varied role – what else do you get? You’ll get a fantastic salary combined with some leading benefits. Wellbeing@Rank is important to us too... From hybrid working and colleague support networks to menopause support and weekly PepTalks, we’re here for you.

We’ll also invest in your growth by providing development opportunities, leadership training and cutting-edge industry certifications so you have the tools and resources to help you work, win and grow with us.

Immerse yourself in new cultures and gain international exposure through our global business. Collaborate with colleagues from around the globe.

The Rank Group are committed to being an inclusive employer, ensuring that we better understand and meet the needs and requirements of our candidates and customers. 

We aim to do this by facilitating fair and equal access to our services. If you require a reasonable adjustment to be made, please reach out to let us know ahead of your interview.