Chat Host Team Manager

  • Full-time

Company Description

The Rank Group is growing rapidly within both our Venues and Digital businesses. If you’re not sure who we are, you may be more familiar with us through our iconic brands; Mecca Bingo and Grosvenor Casino. We have most recently acquired Stride Gaming, which, together with our existing Digital business, forms Rank Interactive. We employ circa 8,000 people globally, with our UK office functions being located in Maidenhead (Head Office), Sheffield (Customer Solutions Hub), London (Digital) and a further office in Gibraltar, which is home to our existing Rank Digital function. We are evolving as a business and are adding some exciting new brands and concepts to our venues and digital offering. By joining an office-based or operational function with us, you’ll instantly be part of a high-performing and inclusive culture, which works closely to support our Customer-facing teams.

Job Description

Job Purpose   

The Chat Host Team Manager will be responsible for the organising and overseeing of the Chat Host department and ensure that the Bingo rooms are hosted efficiently. The Chat Host Team Manager will oversee the Chat Host team and ensure that they perform per the set objectives.

 

Main Accountabilities and Responsibilities

·        To understand the brand/s and business objectives

·        Work as a team

·        To brief and ensure the team understand all current promotions and are able to provide customers with any information/queries

·        To work with the Bingo Community Manager to build and maintain the Rota ensuring all shifts on site are always covered.

·        To monitor the rooms and manage Chat Host Performance (using Vaix)

·        Report into the Bingo Community Manager with Chat Host’s performance (daily/weekly) and time keeping

·        Complete monthly 1-2-1’s within the team

·        Complete Side by Coaching and development within the team

·        Oversee shift reports/feedback reports/chat game budgets/chat bans weekly and report to Bingo Community Manager

·        Help source information on any chat complaints that may come through.

·        Join weekly/Monthly calls with the Bingo Community Manager

·        Identify and develop procedures for improving the service provided to our customers

·        Demonstrate a high level of competency with regards to the Chat Host systems, company policies and procedures

·        Assist with interviewing and training, when required

 

Qualifications

Knowledge, Expertise and Qualifications  

  • Knowledge of bingo, on-line gaming/chatting
  • Experience of working in a customer environment
  • Excellent typing, spelling and grammatical skills
  • Computer literate (email, Word, Excel, Internet, etc.)

·        Knowledge of Virtue Fusion/Salesforce desirable

Personal Qualities  

·        Strong leadership, coaching and developmental skills

·        Excellent communicator and ability to negotiate and influence with a coaching style

·        Outgoing with a driven focus to succeed

·        Ability to motivate, inspire and engage with the team to deliver a high energy environment

·        Strong problem-solving skills with high attention to detail

·        Resilience with the ability to plan, organise and work to competing demands and deadlines

  • Creative –create entertainment and excitement thinking outside-the-box
  • Cool-headed – emotional intelligence in dealing with difficult conversations and situations.

·        Motivated – full of “get up and go”!

·        Willing to travel, as required

 

Additional Information

Flexible working patterns across day & evening

Mon-Sunday 10am-11pm, but flexibility to stay until 4am, if and when required

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