Job Description

Customer Service Team Leader

Location: Watford, hybrid, 26 days annual leave + bank holidays, with many incentives.

Our client is part of a leading international group with a strong presence across Europe, have recently been awarded, high-profile UK service, launching a once-in-a-generation transformation.

This isn't just business - it's about building something that truly benefits communities across the UK. Every interaction contributes to a bigger purpose, and our client is committed to delivering a more impactful, inclusive, and responsible experience for all.

With cutting-edge technology, a deep focus on player and partner protection, and a values-led culture, they are building one of the UK's most forward-thinking and inclusive organisations.

What You'll Be Doing

• Supporting the Senior Customer Service Manager in leading the written customer service function across complaints, email, and letters.
• Acting as a key escalation point for complex cases involving players and partners.
• Investigating complaints within a regulated environment, using sound judgment to deliver timely, empathetic resolutions.
• Identifying risks and opportunities for service improvement and escalating as needed.
• Coaching and developing a high-performing team to exceed KPIs and SLAs.
• Sharing insights with internal teams to drive improvements and a customer-first culture.
• Managing all people leadership tasks including performance reviews, development plans, and compliance with HR and safety processes.
• Representing our client's values and mission with professionalism and integrity in all communications.

Success Looks Like

• A confident, motivated team delivering outstanding customer support.
• Clear, fair resolution of complaints with attention to compliance and empathy.
• Well-managed risks and continuous service improvements.
• Strong cross-team relationships and impactful internal feedback loops.
• A culture of accountability, learning, and excellence.

Apply now

Brook Street NMR is acting as an Employment Agency in relation to this vacancy.