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Job Title VIP Team Lead – Customer Service Department – €49,600 P.A.
Type Full-time, Permanent Working hours 9:00 am to 5:30 pm (Mon – Fri) 
Reports to VIP Manager Location Hybrid between Dublin city centre and remote  
Function Customer Operations Department Customer Service

 

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The Company

Nextpath is an outsourcing consultancy agency, based in the hustle and bustle of Dublin city centre. A melting pot of cultures, languages and qualities, our team delivers a tailored, creative and professional service supporting our client’s exclusive sports and casino betting platform.

 

What is life like in Nextpath?

As a Nextpath employee you will be able to balance high professional standards with a casual, collaborative and fun approach to work. You will work in a flat organisational structure allowing you to take ownership of your role and to bring improvements to the delivery of Nextpath’s services.

It’s not just something we say: our employees truly are our most important asset. To reward you for your hard work, we offer a competitive salary, an annual bonus, and an attractive benefit package that allows you to make your own choices when it comes to what matters to you most.

 

Purpose of the role

Manage the Team of VIP Account Executives to provide our key accounts with individual support to maximise customer engagement, retention, and to achieve the best financial result in our portfolio. Explore the expectations and needs of the business, customers, and employees in a structured way. Continuously look for opportunities to improve efficiency and effectiveness in order to deliver exceptional customer experiences.

 

People management

  • Establish clear objectives and expectations, monitor and evaluate team performance, offer feedback, and recognize and encourage outstanding performance.
  • Conduct monthly 1-to-1 meetings with account executives to support, guide, and align them by addressing their well-being, progress, challenges, feedback, and growth.
  • Deliver regular team meetings to discuss important business updates, strategic plans, collaborate on challenges and facilitate team building activities.
  • Stimulate others to find own solutions to overcome problems.
  • Enable others to develop by delegating tasks and responsibilities.
  • Identify training needs and provide coaching.

 

Operational management

  • Oversee day-to-day teams’ operation and performance.
  • Manage the appropriate levels of cover at each desk.
  • Analyse a variety of daily, weekly and monthly reports and sales metrics and develop tailored strategies to maximise customer retention and revenue growth.
  • Align with cross-functional teams to support VIP accounts.
  • Follow-up on incidents/events and their impact on each desk.
  • Handle high-priority issues and ensure their swift resolution.
  • Evaluate current processes and identify any gaps as a space for improvement.
  • Proactively propose solutions based on data analyses of results with the aim of increasing quantitative and qualitative KPIs results.

 

Key Qualifications, Skills and Experience
Essential

  • Fluency in English.
  • Proven experience as VIP Executive or Key Account Manager
  • Excellent people management skills
  • Exceptional communication skills.
  • Strong interpersonal skills with the ability to develop relationships and rapports.
  • Shows creativity in solving problems under pressure
  • Excellent planning and organisational skills
  • Highly IT literate, including good keyboard skills.
  • Thrives in a collaborative work environment working to achieve common goals or objectives.
  • Demonstrates a positive approach, showing enthusiasm, energy and motivation to bring improvements

 

Desirable 

  • Another language would be an advantage: Czech/Slovak, Hungarian, Polish, Bulgarian, German or Finnish.
  • Background in betting industry, call centre or online services.
  • Interest in Sports and Casino products.

 

Benefits of working for Nextpath Limited: 

  • Competitive salary which includes a transparent pay progression model.
  • Attractive Fixed and Flexible Benefits Package.
  • 200 hours of Annual Leave per annum.
  • Hybrid Policy in place.
  • Income protection and Life insurance benefits.
  • IT Equipment allowance.
  • Training and development to facilitate your personal & professional skills to enhance your career.
  • Referral Bonus Scheme.
  • Walking distance to Luas line & Grafton St.

 

Top reasons to join Nextpath Limited: 

  • Employee Focused Culture.
  • Social Committee & Community to help build strong and long-lasting relationships.
  • Fun, Friendly and Diverse Workforce.
  • Leave policies that reflect our belief in proper work-life balance.
  • A supportive and collaborative environment.

 

Important notice 

Nextpath Limited is an equal opportunities employer.  

Please note that by making an application for this position you are agreeing to Nextpath holding your personal information on file for a duration of 12 months from the date of submission for the purpose of this recruitment process and to enable us to touch base with you again with regards to future vacancies within the company. 

Reference ID: VIPTL_032025