Job Description

About Us:

Leisure Electronics Ltd supplies and services gambling tablets for bingo halls and arcades and operates a successful online bingo and casino platform. Our customer support team handles both hardware and digital customer needs. We're looking for a hands-on, driven Customer Support Manager to lead and enhance our support services across all channels.

Role Summary:

As Customer Support Manager, you'll be responsible for ensuring our support services are efficient, professional, and responsive. You'll manage daily operations of the support team (including inbound calls, emails, Zendesk ticketing and engineer assignments), maintain high standards of communication, and oversee timely resolution of issues -- particularly the prompt turnaround of replacement tablets and high-quality online responses.

Key Responsibilities:

Team Leadership & Oversight

Manage the support team's day-to-day tasks. Organise rotas, holidays, and on-call schedules, ensuring coverage during peak hours (8 am-midnight 7 days a week), Provide coaching and feedback to team members.

Zendesk & Online Support Quality

Oversee Zendesk activity: monitor ticket volume, assign tasks, review grammar and tone in responses. Implement email response templates and a tone-of-voice guide for consistent customer communication. Ensure customer issues are resolved within agreed SLAs.

Tablet Repairs & Replacements

Track replacement tablet requests, monitor turnaround times, and liaise with the repairs/logistics team. Identify and remove blockers that delay replacements.

Process & Reporting

Set KPIs and prepare monthly reports on support performance. Drive improvements in customer satisfaction and first-response times. Introduce checklists and escalation processes.

Cross-Department Collaboration

Work with technical support, repairs, and online operations teams to resolve escalations. Attend relevant planning meetings to stay ahead of product changes and upcoming launches.

Ideal Candidate:

Experience managing or supervising a customer support or service desk team. Excellent written and verbal communication skills. Strong organisational and problem-solving abilities. Familiarity with Zendesk or similar support platforms. Comfortable working in a hybrid support environment (hardware and online services). Gaming, arcade, or bingo industry experience is a plus.
Job Types: Full-time, Permanent

Pay: 30,000.00-35,000.00 per year

Benefits:

On-site parking
Work Location: In person