Top Job Head of Online Customer Experience

Head of Online Customer Experience

  • Employer - Tombola
  • Reference number -
  • Sector - Private
  • Department - Online Customer Experience
  • Location - Sunderland
  • Salary - Competitive Salary
  • Duration - Permanent
  • Hours - Full time
  • Closing date - Thursday, 01 February 2018


tombola, one of the leading online gaming companies in Europe are looking to recruit a new Head of Online Customer Experience. Based in Sunderland, we are looking for a highly driven and enthusiastic individual to head up the 150 home based chat team and their support teams. You must be passionate about the customer experience, growing our online community and of course the team! Working as part of the senior management team and work alongside other areas of the business.

Chat is a core function of a player’s experience with the Chat Moderators dealing with a range of subjects within the chat rooms.  They are the ‘face’ of tombola and often the first point of contact for a customer.  Creating a positive first impression is vitally important within the chat community. Our aims are to create a fun, friendly and safe experience within the chat rooms. The team must be highly knowledgeable on the sites and its products along with the processes to be followed as part of their role.

The Head of Online Customer Experience will be passionate about working on a continuous program to strengthen our ever-growing online bingo community. To focus on retention and customer experience via the 70 plus chat rooms and increasing the level of chat within the rooms through various initiatives. Driving change to create an amazing chat experience and ensuring players will never want to chat anywhere else other than tombola. 

You must be a real team player and only strive to recruit the very best chatter boxes that can be found in the North East.  We strongly believe in only recruiting the right people to join the team who will be passionate, enthusiastic and always go that extra mile for the customer, who we hope will return day after day to chat to their favourite bunch of CM’s

Key responsibilities:

  • Manage a range of skill sets to make sure that the company can meet the fast changing needs of the large player base.
  • To work with the team to ensure the long-term strength of the company and setting appropriate objectives for future periods.
  • Motivate and develop staff across the team.
  • Working to continuously improve the chat experience for the customers.
  • Look at working alongside the technical team to build new tools both for the teams to use and which will allow for a better player experience.
  • To review/update and implement new working practices and policies around performance, appraisals and customer experience.
  • Looking at a range of training and development program to constantly better the team’s knowledge in the product, chat, wellbeing and responsible gambling.
  • Setting KPI’s around chat and the player experience which you will communicate to the team on a regular basis.

Person specification:

  • Ideally experience of working and managing a large team in possibly a customer services environment.
  • Excellent communication skills and the ability to manage a large team that can present a range of challenges due to home working.
  • Good time management skills and project management abilities showing excellent attention to detail.
  • Outgoing, confident and creative.


Please see our extensive list of benefits in the Job perks section of our careers site.

How to apply

Please see the contact information section above for details about how to apply for this job.

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