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Customer Escalations Executive Woking

GVC Group
Job LocationWoking
EducationNot Mentioned
SalaryCompetitive salary
IndustryNot Mentioned
Functional AreaNot Mentioned
Job TypePermanent, full-time

Job Description

Role PurposeTo respond to escalated customer disputes and complaints in a polite and efficient manner and in line with the company SLAs.To handle all types of escalated sportsbook, bingo and casino complaints and to resolve them in a manner mutually beneficent to both customer and company.Key Responsibilities:

  • Accept and respond to a wide range of escalated queries from our Customers.
  • Investigating complex issues, prioritising and implementing appropriate solutions in line with department guidelines, and escalating issues to the Customer Escalations Manager where appropriate.
  • Work within the SLA’s set out by the business, adhering to risk and compliance procedures at all times.
  • Being a point of clarification for customers on regulatory rules and procedures.
  • Being a point of clarification for Customer Services - Manila and Gibraltar on regulatory rules and procedures
  • Provide ongoing feedback and root cause analysis back to the business for continuous improvement
  • Ensure customer complaints are dealt with efficiently and effectively and take responsibility for resolving problems in a timely manner.
  • Handle customer queries sent down by Exco, PR and Senior Managers in a timely manner, keeping all parties briefed on the progress and outcomes of such cases.
  • Liaising with outside agencies (such as IBAS and the Gambling Commission) in order to effectively manage issues and reporting back recommendations to the wider business.
  • Keep abreast of all sports and gaming services, products and tools to ensure all customer queries can be answered effectively and in line with the business strategy
  • Ensure effective record-keeping for all customer contacts in order to comply with regulatory requirements.
  • Representing the company at business meetings with outside agencies (such as IBAS and the Gambling Commission).
  • Undertake DSARS information extraction and completing redactions
  • Liaising with the legal team with respect to individual DSAR’s and cumulative performance against timelines
  • Undertake tasks relating to credit management as and when required
  • Produce daily, weekly and monthly operational and performance reports relating to complaints and DSARS
    • Specialist Skills and Experience Required
  • Gambling industry product knowledge
  • Close understanding of the Gambling Industry business and customer procedures
  • Previous complaint handling experience
  • Attention to detail
  • High level of computer literacy
  • Intermediate user of Microsoft Office, especially MS Excel.
  • Excellent written and oral skills.
    • Required skills
  • Casino
  • Escalation Process
  • Online Gaming
  • Sportsbook

    • Keyskills :
    Escalation Process Sptsbook

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