CPCC Team Manager
Role Overview
Lead CPCC analysts and senior analysts in a shift-based operation, ensuring customer protection coverage.
Report to the Customer Protection Operations Manager and manage team performance, engagement and development.
The role includes customer interactions and visible operational leadership across shifts.
Key Skills for This Role
Full Job Posting
Role overview
Lead CPCC analysts and senior analysts in a shift-based operation, ensuring customer protection coverage.
Report to the Customer Protection Operations Manager and manage team performance, engagement and development.
The role includes customer interactions and visible operational leadership across shifts.
Main responsibilities
- Lead the CPCC team and promote customer protection, compliance and excellent customer service.
- Build a supportive, accountable, high-performing team culture.
- Manage shift performance and staffing coverage to maintain 24/7 operations; monitor call volumes, average handling time, service levels and quality measures.
- Review and improve processes, keeping them compliant, efficient and fit for purpose.
- Coach colleagues, identify learning needs and give regular feedback.
- Escalate and guide complex, sensitive or higher-risk customer cases.
- Manage changing priorities and workloads and ensure team and shift handovers.
- Work with Quality Assurance, Training and other partners across inbound and outbound contact; keep interactions documented and auditable.
Experience and skills
- Proven people leadership experience in customer service, customer protection, compliance or a similar area.
- At least 1 year of experience managing complex cases and escalations.
- Coaching and people-development skills, with the ability to motivate colleagues and support strong performance.
- Performance-focused approach and comfort using operational measures and quality insights to identify improvements.
- Knowledge of Safer Gambling customer protection tools is desirable.
- Knowledge of Safer Gambling, Affordability and AML requirements in a regulated environment is desirable.
Workplace and schedule
- The role is explicitly in-office and shift-based.
- Operational coverage includes 24/7 coverage.
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