Customer Support Team Lead at PLI

Dublin, Leinster, Ireland -

Full Time

Start Date

Immediate

Expiry Date

10 Sep, 26

Salary

0.0

Posted On

12 Jun, 26

Experience

2 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Leadership, Coaching, Performance Management, Resource Planning, Queue Management, Compliance, Data Analysis, Problem Solving, Stakeholder Management, CRM, Zendesk, Operational Reporting, Conflict Resolution, Strategic Planning, Quality Assurance, Communication

Industry

Consumer Services

Description

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 escalate 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 Experience in a compliance-driven environment is desirable 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 Visit our careers page to learn more about our benefits and working at The National Lottery Interested in roles like this but not ready to apply? Join our Talent Pool to be considered for upcoming opportunities

Responsibilities

Lead and develop a team of Customer Support Agents to meet SLAs, KPIs, and quality standards across all contact channels. Drive operational excellence by using data and insights to improve processes, systems, and the overall customer journey.