Position Overview

The CS Improvement Project Specialist leads projects that reduce manual work across Customer Service. The role spends regular time alongside CS agents and shift leaders to understand how procedures work day to day, and turns the biggest pain points into structured improvement projects.

The role redesigns procedures, delivers automations using business automation and work management tools, and writes clear requirements for changes that sit with another team's system.

The role is built on four pillars:

Discovery: observing and mapping how CS procedures really work and sizing the manual effort in them.
Prioritization: agreeing with CS and Training leadership which pain points to tackle, and why.
Project delivery: running each project from kick-off to measured results.
Cross-team alignment: coordinating every team a project depends on.

Key Responsibilities

Shadow CS agents, shift leaders and managers regularly to understand how internal and player-facing procedures are carried out in practice.
Map current procedures end to end, including handoffs to other departments, and measure the manual effort involved (time, steps, rework, errors).
Build and maintain a CS improvement backlog, with an impact and effort estimate for each item
Run regular prioritisation meetings with CS and Training leadership to agree which pain points are tackled next.
Write a short business case for each project: the problem, the cost of doing nothing, the proposed solution and the expected time saved.
Report progress and results to CS leadership and the Support Intelligence Manager.
Lead each project from kick-off to close: scope, plan, milestones, risks, owners and timelines.
Set up and chair workstream meetings with the stakeholders each project needs, and track actions and decisions.
Redesign procedures to remove unnecessary steps, duplicated effort and manual handling, making sure sensitive decisions (Responsible Gambling, AML, verification, account security and financial decisions) stay with people.
Deliver automations in business automation and work management tools where they fit and write clear requirements where a change sits with another team.
Assess automation tools against CS needs and recommend which to use, agreeing approval and security with Tech.
Plan rollout with CS leadership and the Training team so agents know what is changing and why. CS leadership own the updated procedure.
Measure results after go-live (time saved, steps removed, errors reduced) and close each project with a short review.
Act as the single point of contact for CS improvement work that depends on other teams, such as Product, Tech, Data, Payments, Risk and Compliance.
Hand changes to core support systems to their owners with agreed requirements and priority, and track them to delivery. Make small adjustments only where agreed with the system owner and through their change process.
Track dependencies across teams and escalate blockers early.

Requirements

Strong project coordination skills
Confident facilitator, comfortable chairing meetings with managers and senior stakeholders and following up on actions.
Curious about how work really gets done, and comfortable spending time alongside agents.
Process-minded: sees how work flows end to end and where effort is wasted.
Analytical: uses data and observation to size problems and prove results.
Influences without authority across departments.
Knows the business automation tool market well enough to pick the right tool for each problem.
Excellent communication skills in English: clear business cases, requirements and project updates.

The above duties provide a generic description of the Employee’s day to day responsibilities but should in no way be deemed to be an exhaustive list. Additional related, duties may be assigned by the Line Manager in line with business exigencies and continuity.

Why Work With Us?

At Silverspin, we take bold but thoughtful approaches to what we build and how we work. We act with confidence and responsibility, focusing on smart decisions, meaningful impact, and long-term success.

Joining us means being part of a team that values curiosity, ownership, and collaboration. We encourage people to challenge ideas, simplify complexity, and grow together - creating an environment where great work (and good energy) go hand in hand.

We offer

Competitive salary and benefits
Opportunities to learn, grow, and develop
A creative, collaborative team environment

Silverspin is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.

CS Improvement Project Specialist

Job Description