[ref. b629218] Assistant Operations Manager - Live Bingo - Nottingham

Assistant Operations Manager - Live Bingo

Communiting between our Derby and Nottingham offices with a salary of £32,000.00 per annum, we are seeking a dedicated Assistant Operations Manager to join our team at Buzz Bingo in Nottingham. This role is pivotal to our success in the Media & Digital Media industry, ensuring the smooth operations of our Live Bingo events.

Reporting into the Operations Manager - Live Bingo & Chat Stars, you will work as part of a dynamic customer operations team responsible for the delivery of the live bingo operation for our Omni-channel business for online and our retail clubs.

As Assistant Operations Manager you’ll play a key part in making sure there is consistent delivery of the Buzz Bingo Brand Values, Live Bingo Standards and expectations, and a culture of exceptional customer service.

• Previous management experience of managing a team in a face-to-face customer service role, ideally within a bingo, leisure, hospitality, or retail environment
• Evidence of being able to create, manage and drive new Initiatives through others.
• Evidence that you can demonstrate effective performance management ability by motivating a team
• Has presence and impact within groups.
• Self-aware and welcomes constructive feedback.
• Committed to your own and other's development.
• Evidence of leading and coaching a team to deliver exceptional customer experience
• Ability to multi-task and effectively operate in a dynamic, constantly evolving environment.
• Ability to show that you can demonstrate, quick thinking and resourcefulness to address operational issues, customer complaints, or staff challenges in a fast-paced environment.
• A track record of delivering high levels of customer service & KPI delivery.
• Strong evidence in management of operation values & team principles.
• Understanding of KPI's that may affect the commerciality of the business.
• A relentless focus upon service standards with strong attention to detail

• Assist the Operations Manager and Deputy Manager in ensuring that our customer experience is consistently delivered at each point in the customer Live Bingo journey
• Assist the Operations Manager to Implement the Live Bingo Strategy flawlessly.
• Take the responsibility for the overall operational aspects and Ways of Working of Live Bingo team performance in the absence of the Operations Manager and Deputy Manager
• Execute the operational team requirements of Live Bingo products such as bingo features & promotions in line with the expected operational delivery standards and company instructions.
• Evaluate actions to maintain and Improve KPI performance through data Insights ensuring all KPI targets are achieved, through the engagement and the operational production of live bingo & seek opportunities to grow.
• Ensure adequate levels of staff are deployed in all areas of Live Bingo ensuring all timings are adhered to maximise customer service in live hosting, Online & Retail, and chat hosting throughout the day.
• Operational duties will be required such as Live hosting/presenting bingo and chat hosting.
• Providing clarity of performance expectations through regular feedback and the Implementation of performance reviews for all members of the team.
• Drive culture of exceptional customer service and customer experience in leading a team to ensure customer needs are met and exceeded every day.
• Ensuring you create a Safer Gambling Environment for all our Customers and Colleagues across all of our channels; online, in club and live
• Ensure that the Company's legal obligations (Gaming and Licensing Laws, Employment Legislation, Health and Safety and Health and Hygiene) are being properly observed and adhered to
• Assist In holding Regular (weekly - period) performance and financial reviews with the leadership team and evaluate actions to maintain and improve KPI performance.
• Support and action any Quality Assurance feedback provided for the Live Bingo team
• Support and deliver all Live Bingo Social Media channels and seek opportunities of growth.
• You may be required to attend key storyboard sessions with the Bingo Product team to grow customer engagement for new Live Bingo features & promotions
• Input in creating and deliver key Live Bingo promotional activity alongside marketing campaigns to grow key KPI metrics.
• Assist In creating & delivery new Live Bingo chat games for our online Bingo customers.

• Our Live Bingo team deliver service to our customers to suit our customer needs so flexibility towards your working hours is a must in your role.

• 11pm however your working hours may be between 8am
• midnight.

• Travel will be required due to split location in Derby Studio and Nottingham Hub, therefore commuting between locations is essential part of this role. Driving licence is preferred
• You may be at times required to travel to our clubs for visits and meetings for the continued growth of Live Bingo

Hit the Jackpot with Our Benefits

In return for everything you bring, we offer an exciting role in a dynamic business and a great rewards package. :

• Help@Hand – a physical and mental wellbeing app for you and your family giving you fast remote access to a GP for advice and more
• Thrive App – for your mental wellbeing approved by the NHS
• My Eva – an online financial expert to help with any money-related matters
• Buzz Brights Apprenticeships including
• Buzz Learning, our digital learning platform with access to 100s of online courses
• In-house Training – Fire safety, Food safety 1 & 2, COSHH and more
• Access to Trained Mental Health Advocates for advice on your mental wellbeing
• Staff discount 50% off bingo tickets, food & soft drinks
• Option to buy additional 5 days leave

If you are passionate about operations management and live events, and if you thrive in a dynamic and customer-focused environment, we would love to hear from you!

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