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Player Support Team Lead

Location: Newcastle

Salary: £22,000 - £25,000 plus upto 7% bonus per annum

Job Type: Permanent

Job ID: 167901

NRG are delighted to be working with the 3rd largest independent video games publisher in the world Based in Newcastle city centre, they are looking to recruit a Player Support Team Lead

Job Purpose:


The Team Lead reports to the Area Manager. Key responsibilities include:

  • Direct line management of a designated group of individuals within the team, monitoring customer support activity, dealing with the first level of escalations, supervising the team.

  • Set clear performance targets for the team and ensure delivery

  • Undertake all performance management for the team using the MAP tool including setting OKRS, holding regular 121s, delivering regular feedback and recognition etc.

  • Manage all team related HR activities (e.g. absence management, probation reviews, disciplinary etc.)

  • Establish and maintain daily regular touch points with the team as a whole and individuals on 121 basis.

  • Establish a schedule of communications to create, deliver and maintain a strong team bond.

  • Monitor agent queue allocation (email, chat, tech mod, social  ) to ensure volumes are managed and SLA’s are met.

  • Handle the first level of escalated customer requests and tasks that require a first level of validation & manage the EMEA Escalation queue effectively

  • Share feedback and recommendations with Area Manager and Player Support Manager on tools, process and training.

  • Support QA team and do CSAT follow ups (on individual case basis)

Skills and Experience

  • Strong technical ability– ability to troubleshoot effectively in a technical/PC/Gamer situation

  • Experience in customer service

  • Proven people skills

  • Experience of delivering coaching sessions in ways which facilitate performance improvement (desirable) 

  • Strong communication skills with the ability to work in a complex organisational structure.

  • Previous management experience (desirable)

  • Good organisation and logical thinker

  • Ability to provide good direction

  • Strong team player

  • Strong interest and passion for video-games

Salary: £22,000 - £25,000 plus the following benefits:

  • Upto 7% bonus per annum Personal performance bonus

  • Private Health Insurance (including eye care and dental)

  • Life Assurance

  • Long Term Disability Insurance

  • Pension

  • Significant discount on the world’s best video games

  • 25 days of holiday

  • A kitchen stocked with  cereals, fruits, unlimited filtered water, teas, coffee and even hipster milk products

  • Regular professional and social events

  • Monthly drink

  • Flexible working hours

  • A casual dress code