Head of UK Customer Experience & Community

Head of UK Customer Experience & Community

Salary - £62,000 - £70,000 (Dependent on experience)

We are looking for a Head of Customer Experience & Community who can lead the charge in developing our player experience strategy, working with other areas of the business to align it with our wider CX operations strategy. You'll be responsible for inspiring, coaching and supporting a team of high performing individuals who will deliver an exceptional player experience across all touchpoints, including customer service, chat and community experiences.

At tombola, you will have the opportunity to make a real impact on the company's success and growth. You will be part of a team that is dedicated to creating a culture that is player-first, innovative, and collaborative. You will work in an environment that values diversity, creativity, and excellence, and you will have the support and resources you need to excel in your role.

How will you do it?

As the owner of our main operational experience elements, you'll ensure that we provide an awesome end-to-end player experience, managing KPIs, satisfaction measurements, cost to serve, resourcing, recruitment, and growth. Working closely with other areas of the business, such as International CX, Player Risk Operations, Compliance, Product, Tech, and Marketing teams, you'll ensure that we stay aligned with player demand and keep pace with the quantum of change required.

Passionate about improving our player experience, you'll lead the team to understand and build innovative player journeys that underpin an awesome end-to-end player experience. You'll use data, analytics, and insights to create and continually enhance the digital experience of our players, delivering actionable insights to the business. You'll also actively research opportunities in all existing and potential new business territories.

As a key member of the team, you'll work alongside Tech and Product and resource and delivery teams to ensure that improvements to internal and player-facing systems are prioritized and focused on the right areas. You'll take responsibility for quality, ensuring that we always remain compliant and protect and support our players at all times.

Finally, you'll be responsible for critically assessing performance within the team to identify high and low performance, taking necessary action where required.

What we need from you

You'll have experience managing teams who handle difficult and complex customer interactions, and you'll be skilled in stakeholder management and leading large, multi-skilled teams.

You'll also have a proven ability to lead and drive strategy and projects across the operation, successfully delivering change for colleagues and players. Your strong leadership qualities will enable you to promote the long-term interests of tombola, and you'll work closely with our sister brands in the wider Flutter group - SBG, Paddy Power, and Betfair - to ensure we are always learning, adapting, and sharing improvements for our customers and people.

What comes with the #tombolalife

• Free breakfast, free lunch, free barista coffee, free snacks.
• Free gym to work off the free lunches!
• Quarterly bonuses
• Private healthcare
• Free on-site parking
• Holiday buy & carry over scheme

And that is just a snapshot! Check out our full benefits & perks package Benefits and perks - tombola

Who is tombola?

tombola is a technology company, leading in the online bingo and instant win games market, with an award-winning safeplay approach. We came bouncing into the online bingo world in 2006, but our roots in bingo date way back to the 1800’s. We’ve grown rapidly over the years and entered the world of online slots in 2016 with tombola arcade. We have just embarked on a new chapter becoming part of Flutter entertainment, a FTSE100 company and the world’s biggest gaming company.

So, if you're ready to take on a new challenge and make a big impact, hit the ‘apply now’ button and help us take our player chat experience to the next level!