Customer Experience Executive - 6 month FTC

Job Description

Company DescriptionThe Rank Group is growing rapidly within both our Venues and Digital businesses. If youre not sure who we are, you may be more familiar with us through our iconic brands; Mecca Bingo and Grosvenor Casino. We have most recently acquired Stride Gaming, which,together with our existing Digital business, forms Rank Interactive.We operate a multi-branded strategy, using a combination of proprietary and licensed software to provide online bingo and slot gaming and a social gaming mobile application.We employ circa 6,000 people globally and 350 for Rank Interactive across our UK office functions being located in Maidenhead (Head Office), Sheffield (Customer Solutions Hub), London (Digital) and a further office in Gibraltar South Africa & IsraelWe empower our colleagues to work at the peak of their strengths and passions by providing innovative and collaborative working environments that attract, retain and engage high-performing talent. As an evolving business, we are always adding exciting newbrands and concepts to our venues and digital offering. By joining an office-based or operational function with us, youll instantly be part of a high-performing and inclusive culture, which works closely to support our Customer-facing teams.We look for ambitious, focused and energetic individuals to work in our RI family. We are big on culture and being a great place to work.Job DescriptionWorking within a high-paced, dynamic team utilising all contact centre channels, the Customer Experience Executive and will provide outstanding customer service and build rapport with customers, creating trust and presenting a credible, reliable and customer-centricimage of the company which will both excite and entertain.You will be responsible for complaint resolution and will proactively communicate with customers to resolve complaints within SLA.This role will also provide opportunities to develop Team Leadership Skills and is considered as the first step into the Team Management development programme.You will be an ambassador for the Customer Solutions Hub and a role model for all.The role will require the individual to be proactive in being up to date on LCCP and GDPR regulations.The main elements of this role are handling inbound and outbound customer contact, alongside supporting and assisting the Leadership Team. The role duties may be required of the Customer Experience Executive at any time and so flexibility, knowledge andexperience is a key requirement.Across the contact channels you will:

• Demonstrate understanding of the Retail brand and Customer service expectations to understand what special means
• Act as a Brand Ambassador to represent the Retail Brand & understands the Brand values
• Build relationships based on trust and honesty with customers and colleagues alike
• Understand fully and comply with the key objectives of the Gambling Commission and GDPR to be fully aware of responsibilities regarding Social Compliance and harm prevention
• Contribute to a continual enhancement of customer service, by providing root cause analysis and make recommendations on how to improve procedures and policies for the business
• Demonstrate a high level of competency with regards to the Contact Centre systems, company policies and procedures
• Make recommendations to the Leadership Team and present findings from quality observations
• Proactively keep up to date with business processes and procedures, including GDPR regulations and LCCP conditions
• A keen eye for detail is essential

Qualifications

• Excellent communication and conversational skills with an enthusiastic and friendly approach
• Ability to create trust and excellent persuasive and influencing skills
• Excellent written skills in order to provide clear and concise responses in both email and letter
• Previous experience using Salesforce essential
• GDPR conscious
• Excellent IT skills and ability/capability to use multiple customer contact systems and good proficiency with Microsoft office

Service:

• Outgoing, friendly and energetic, with a positive attitude/approachable manner and totally customer focused
• Confident in speaking to all levels of the customer both internal and external
• Able to clearly deliver a message. Communicates effectively in informal and formal settings

Team Work:

• A passionate and motivated team player, you enjoy a dynamic and diverse working environment
• You actively contribute to your teams success by consistently meeting and exceeding targets, and support and encourage your peers in doing so as well

Ambition:

• Highly resilient, driven and committed
• Innovates and looks for opportunities to improve customer experience and maintains high quality in all interactions with customers