Head of Customer Service & Risk Management (100%)

About the job

Your area of responsibility

• Strategic and operational management of the Customer Service as well as Risk & Fraud departments
• Overall responsibility for player account management throughout the entire Customer Life Cycle
• Further development and optimisation of customer service, verification, risk and fraud processes
• Ensuring compliance, player protection and fraud prevention in close cooperation with Compliance
• Management of customer service channels and systems as well as ensuring professional and efficient customer support
• Performance and quality management based on KPIs, SLAs and defined quality standards
• Leadership and development of the team including recruitment, deployment planning and staff development
• Responsibility for complaint and escalation management as well as handling complex customer cases
• Further development of the customer journey through data analysis, reporting, automation and market observation
• Close cooperation with internal and external partners, especially Compliance, Operations, Marketing, Finance and Technology
• Responsibility for qualitative and quantitative departmental goals as well as a performance-oriented leadership culture

What you bring

• Completed commercial or comparable basic training; further training in business administration, customer service, compliance, risk management or leadership is an advantage
• Several years of professional and leadership experience in customer service, risk & fraud or compliance
• Strong entrepreneurial thinking as well as a high service and solution orientation
• Experience in leading and developing employees as well as an appreciative and motivating leadership personality
• Analytical, structured and independent working style combined with organisational skills and assertiveness
• High resilience, flexibility, reliability as well as a strong sense of responsibility and quality awareness
• Strong communication skills, teamwork and enjoyment of cross-departmental collaboration
• Very good German and good English skills; additional languages are an advantage
• Impeccable reputation (criminal and debt register extracts will be requested before contract conclusion)

What we offer

• Varied activity in an unusual environment
• Future-oriented corporate culture and modern infrastructure
• Market-based remuneration, staff restaurant and other fringe benefits
• Flexible working hours
• Collegial and multicultural team
• Employee social club with regular events
• Participation in health-promoting activities and other recognitions
• Job-specific training opportunities