Head of Customer Care & Quality

About us:  

Flutter, the world’s largest online sports betting and iGaming group listed on the London and New York stock exchanges, is home to the Southern Europe & Africa (SEA) region, featuring iconic brands like Sisal and PokerStars, a globally loved brand that embodies innovation and ambition, with significant growth potential in a dynamic market.

What you’ll do: 

• Define and implement the Customer Care & Quality strategy to ensure a high-quality, omnichannel support experience that aligns with the brand and business objectives.
• Lead forecasting, staffing, and training initiatives to ensure service efficiency and team readiness across all customer touchpoints, including phone, chat, email, and social media.
• Monitor performance and service quality by assessing critical metrics, important metrics, and feedback loops, implementing continuous improvement strategies to enhance service standards.
• Coordinate Voice of the Customer (VoC) initiatives, including surveys, feedback analysis, and follow-up actions ("follow through") to improve happiness, dedication, and retention.
• Collaborate with Operations and Compliance teams to ensure the implementation of Responsible Gaming policies, identifying and engaging at-risk players and ensuring the ethical management of customer interactions.
• Drive service innovation by introducing new tools, technologies, and processes to improve responsiveness, personalization, and employee enablement, optimizing the overall customer experience.
• Develop and maintain training programs to equip customer care agents with the necessary skills, ensuring they stay up-to-date on product, process, and policy changes.
• Implement and refine processes for handling customer complaints, ensuring quick and effective resolution with a focus on customer happiness.
• Provide regular performance reports to senior leadership, highlighting key insights, service metrics, and areas for improvement.
• Continuously evaluate and improve service delivery methods and quality assurance standards to maintain high levels of consistency and quality across all customer interactions.

What you’ll bring:

• Extensive experience in Customer Service leadership roles, ideally within digital and omnichannel environments, with a strong track record of improving service delivery and customer happiness.
• In-depth knowledge of customer experience strategies and expertise in contact center operations. Familiarity with key customer happiness measurement models is essential.
• Proven experience in regulated industries, with a solid understanding of Responsible Gaming principles and compliance practices. Ability to navigate and enforce regulatory standards effectively.
• Strong leadership and people management skills, with a demonstrated ability to engage, develop, and lead diverse teams across multiple geographies, encouraging a collaborative and results-focused culture.
• Analytical approach with the ability to interpret complex data, transforming customer insights into actionable improvements to drive service quality and business outcomes.
• Ability to communicate effectively in both Italian and English, with strong communication skills across all levels of the organization, including working with senior customers to ensure alignment across functions.
• You are proficient in both Italian and English.
• You are willing to travel within Europe as required by business needs.

Why choose us: 

• ​​Permanent Contract​ with Hybrid Work.
• Meal Allowance.
• Supplemental Health Insurance.
• The option to join our company Share Saving Scheme.

Choose us also for:

• An inclusive work environment and participate in all our initiatives focused on Diversity & Inclusion;
• Well-Being Support: online meditation courses, medical online service and counselling with the help of certified psychologists and coaches; 
• Learning and Development: access a platform full of training courses, join workshops, conferences. Exploit our FlexiLearning program, which allows you to dedicate at least 4 working hours per month for your professional growth;
• Parental Leave Packages: additional support for you, children and financial aid for mothers; 
• Volunteering during your working hours. 

Much more about us:

• Have a look at our amazing blog Inside. Hear directly from our employees at the following link: Inside
• Reviews and comments from our Glassdoor and Indeed pages. Put yours!

Equal Opportunity  

Flutter is an Equal Opportunity Employer. Diversity and Inclusion are fundamental values for us. We welcome any candidate without distinction of age, culture, religion, ethnicity, sexual orientation, gender identity and expression.