Customer Service Team Leader

Position Overview

Location: Sunderland (Hybrid) - Full time, Permanent

At tombola, our players are at the heart of everything we do. We create long term fun, deliver brilliant experiences, and build a genuine sense of community. Our Customer Experience teams support players directly, welcoming them in chat rooms and engaging in safer gambling conversations. We're looking for a Customer Service Team Leader to join the team.

Responsibilities

As a Team Leader you will:

• Lead, motivate and develop a high performing CX team of Customer Service Advisors and Chat Hosts
• Conduct regular 1:1s, performance reviews and QA evaluations
• Coach team members to achieve their full potential
• Drive performance across key CX metrics (NPS, FCR, productivity, engagement, quality)
• Monitor live dashboards and make real time decisions
• Lead team meetings and confidently present updates
• Manage attendance, holidays and absence processes
• Support recruitment, onboarding and probation management
• Build strong relationships across the wider business
• Drive continuous improvement initiatives and customer experience enhancements
• Support your team through change in a fast paced environment

Qualifications

We're looking for someone with proven experience leading customer facing teams, balancing people leadership with performance delivery. You'll be organized, self motivated, and genuinely enjoy developing and supporting people.

Additional desired skills:

• Proven track record of leading successful teams
• Strong coaching and mentoring skills
• Confidence leading meetings, delivering feedback and communicating with impact
• Ability to influence, build trust and bring people with you
• Experience managing performance and difficult conversations
• Proactive and solutions focused mindset
• Confidence using data and insights to drive improvements
• Strong organizational skills and ability to prioritize competing demands
• Confidence using Microsoft Office, Jira and other business systems
• Collaborative approach and willingness to get stuck in

Working Pattern

This role works on a rotating two week pattern:

• Week 1: Monday, Wednesday to Sunday, typically between 8 a.m. and 4 p.m.
• Week 2: Tuesday to Friday, typically between 8 a.m. and 4 p.m.

The role is hybrid, based out of our Sunderland HQ with three days per week in the office and the rest from home.

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 will be plenty of opportunities to learn, grow and progress with us.

EEO Statement

We welcome applications from all backgrounds and encourage individuals to apply, even if you don't meet every requirement. Tombola is committed to creating opportunities for everyone and values inclusivity.