Customer Service Team Leader - Italian Speaking

Job description

Our client is an online gaming company.
North East England based | Hybrid
Full time | Permanent
Shifts discussed at interview
We're on the lookout for a Italian speaking Customer Service Team Leader to join our Italian team, supporting and covering our Italian territory while helping shape how we deliver brilliant experiences to our players.
Working closely with the Customer Service Operations Manager, you'll help drive how we operate day to day, bringing structure, energy and consistency to the team. You'll also collaborate with our Product and Tech teams, making sure the voice of our customers is always heard and reflected in what we build.
This is a great opportunity to step into a role where you can truly make an impact, grow your leadership skills and be part of something that's constantly evolving.
What this role looks like
At the heart of this role is people leadership.
You'll lead a team of Italian speaking Customer Service Advisors, creating an environment where people feel supported, motivated and set up to succeed. From coaching and development through to performance and wellbeing, you'll play a big part in helping your team thrive while delivering a great experience for our players.
What you'll be doing
Leading and supporting your team day to day

Managing attendance, absence and return to work processes

Running performance reviews, QA and scorecard reviews

Holding regular 1:1s and development conversations

Managing team holidays, overtime and rota changes

Monitoring live dashboards and team performance

Leading team meetings and sharing key business updates

Gathering and presenting performance data

Acting as a key link between CX, Product and Tech

Championing feedback and continuous improvement

A bit more of what you'll get involved in
Supporting onboarding, training and wider CX initiatives

Managing probation reviews and performance plans

Handling more complex people matters where needed

Supporting recruitment and building out the team

Managing onboarding and offboarding processes

Getting involved in ad hoc projects and team improvements

What we're looking for
Fluent Italian and English written and spoken

Strong leadership and people management experience

A passion for delivering great customer experiences

Confident communicator who can work across teams

Organised, adaptable and comfortable managing multiple priorities

Awareness of customer service trends and best practice

If you enjoy leading people, creating a positive team environment and being part of a business where you can genuinely make a difference, this could be a really nice next step.
We know that our differences make us stronger and that thinking differently is key to long term success. We work hard to create a culture of inclusivity where everyone can celebrate our Free to be mevalue. We are committed to creating opportunities for everyone here at our client, we welcome applications from all backgrounds and encourage individuals to apply, even if you don't meet every requirement.

Extra information

Status

Open

Education Level

Secondary School

Location

Sunderland

Type of Contract

Full-time jobs

Published at

21-10-2026

Profession type

Management

Full UK/EU driving license preferred

No

Car Preferred

No

Must be eligible to work in the EU

No

Cover Letter Required

No

Languages

English