At Betfred, we’re proud of where we’ve come from – a strong retail heritage and a growing digital presence, both built on resilience, independence, and a deep connection to our customers. As we continue to evolve and raise standards across the gambling industry, we’re focused on delivering safe, fair, and high-quality experiences at every customer touchpoint. That’s where you come in.
We’re looking for a Customer Operations Manager to lead Customer Service operations across Retail, Digital, and emerging social channels. In this role, you’ll play a critical part in shaping service delivery, strengthening governance, and developing leadership capability across the UK Customer Service function.
Role Purpose
As a Customer Operations Manager, you’ll be responsible for the leadership, performance, and operational delivery of Customer Service teams across multiple service lines.
You’ll create a high-performing, engaged, and resilient operation by supporting and developing Team Leaders, embedding consistent ways of working, and maintaining strong oversight of service delivery. The role balances people leadership with operational accountability, ensuring performance, quality, and customer outcomes are delivered in a fast-paced, regulated environment.
Working across Retail, Digital, and Social customer activity, you’ll remove silos, promote shared accountability, and ensure customers receive a consistent and first-class experience regardless of how they engage with Betfred
Responsibilities
- Hold operational accountability for Customer Service performance across Retail, Digital, and Social channels, ensuring delivery of service levels, quality standards, and positive customer outcomes.
- Drive performance against key KPIs including SLA, AHT, CSAT, QA, abandonment, and adherence, ensuring Team Leaders are clear on expectations and accountable for results.
- Support cost-to-serve optimisation by identifying productivity opportunities, improving resource utilisation, and embedding efficient ways of working while maintaining service quality.
- Provide leadership and direction to Team Leaders, building capability, strengthening accountability, and driving consistent management standards across teams.
- Maintain oversight of demand, capacity, and performance trends, working closely with Resource Planning to anticipate risks and protect service stability.
- Ensure strong governance and regulatory adherence across operations, maintaining compliance with UKGC, AML, safer gambling, and internal control frameworks.
- Act as a senior escalation point for complex customer, conduct, and operational matters, ensuring balanced and commercially sound decision-making.
- Oversee QA frameworks, calibration standards, and performance management approaches to ensure fairness, accuracy, and risk mitigation.
- Identify operational and people-related risks, implementing clear mitigation plans and escalating where appropriate.
- Contribute to the development of longer-term service improvements, supporting enhancements to systems, processes, and service models in line with business growth.
- Support succession planning within your function, identifying high-potential individuals and building leadership capability to strengthen bench strength across the department.
- Work cross-functionally with CX, Digital, QA, Training, Fraud, Compliance, and Resource Planning to ensure alignment between customer demand, operational capability, and business priorities.
- Provide operational insight in leadership forums, using data to inform performance discussions and improvement plans.
We are dedicated to promoting safer gambling practices to ensure a responsible and enjoyable experience for all our customers. We prioritise player safety and well-being, providing resources and support for those who may need assistance. Our commitment to responsible gambling is integral to our operations, and we actively promote awareness and education to help our customers make informed decisions
What you'll need to succeed
- Proven experience leading operational customer service teams within a fast-paced, high-volume environment.
- Strong track record of delivering against service KPIs (SLA, AHT, CSAT, QA, adherence) and driving measurable performance improvements.
- Experience developing and coaching Team Leaders, building leadership capability, and supporting succession planning within an operational function.
- A solid understanding of operational efficiency and cost awareness, with the ability to identify productivity opportunities while maintaining service quality and compliance standards.
- Confidence managing complex customer escalations, conduct matters, and operational risk with sound judgement and balanced decision-making.
- Experience working within a regulated or governance-led environment, with an understanding of compliance controls, risk mitigation, and quality assurance frameworks.
- Experience within the betting/gaming industry or a similar regulated sector is advantageous
- Strong analytical capability, able to interpret performance data and translate insight into clear, practical action plans.
- Effective stakeholder management skills, with the ability to collaborate cross-functionally and influence outcomes across Digital, Retail, Compliance, Fraud, and Resource Planning.
- A resilient and accountable leadership style, able to operate calmly in high-pressure situations while maintaining clear direction and standards.
- A commitment to high performance and customer excellence, with the ability to balance commercial objectives, regulatory responsibilities, and team engagement
At Betfred, our Customer Service Managers play a pivotal role in delivering a first-class customer experience while driving strong, sustainable performance across our Customer Service operations. You’ll be joining an established leadership team at a time where customer expectations, regulatory responsibilities, and service channels continue to evolve across Retail, Digital, and Social.
This role operates across Customer Service opening hours of 7am to 10pm. Managers are expected to provide consistent, visible leadership and operational coverage across these hours, working flexibly to support business needs.
Shift patterns will be planned in advance and may include a mix of early, late, and weekend working. Managers will work collaboratively to ensure appropriate leadership presence across the operation, including during evenings and weekends where required.
Working primarily on-site at Birchwood, you’ll have the opportunity to influence service delivery at scale, develop high-performing leaders, and drive performance-led improvements that directly support a first-class customer experience. From time to time, you may also be required to provide leadership coverage at our Manchester site to support operational needs.