Gibraltar
Vacancy Type:
Permanent
Brand:
23 (Entain)
Role Purpose: 
 
To resolve all the escalated cases that were not resolved on the 1st line, by investigating accounts,   using our back office tools and seeking assistance from 3rd parties as well as decision making to provide the customer with an acceptable and efficient resolution that meets the business needs and customer satisfaction. 
 
Key Responsibilities: 
● Navigate Back Office systems to locate reasons why an issue may have occurred and to find acceptable and satisfactory resolutions for the customer and business..   
● Work collaboratively with other departments to ensure customer queries and complaints are resolved to the mutual satisfaction of both the customer and the business.
● Work under pressure and be confident in answering a wide range of complex customer enquiries.
● Write competent emails to update or provide the resolution to the customer which meet our business requirements at a high level of quality. 
● Full compliance with Gambling Commission requirements and recognise social responsibility situations and how to handle them.
● Awareness/knowledge of current promotions, processes, products across all markets/brands.  ● To run daily reports which include categorised cases including VIP and NVIP.
● Prioritise queues based on business impact.
● Record and feedback incorrect escalations using the tool provided.
● Effectively manage both new escalations and responses.
● Take ownership for own conduct and behaviour, demonstrating respect for self, assets and the digital environment.
● Work flexible 24/7 shift rota including weekends as required. 
● Continually develop bookmaking, product knowledge and skills across all markets and opportunities.
● Carry out other additional duties as requested and when required. 
 
Key Accountabilities: 
 
● Ensure cases are managed within the time frame required.     
● Identify legitimate SARs and liaise with relevant teams as soon as it has been identified.
● Achieve or exceed daily/ weekly Key Performance Indicators.
● Create a positive customer experience. ● Any other duties as requested by the Management.
● Operate as an effective team-member. 
 
Skills and Competencies: 
 
● Critical thinking - Prioritises own work according to the demands of different tasks and uses appropriate tools to organise own time, Makes timely decisions with day to day impact related to own role and escalates decisions outside own remit to relevant departments/teams. 
● Building relationships - Actively participates within team and is aware of how own role contributes to the success of the team. Shares information with others and feeds back in a positive and constructive way.  
● Communicating - Selects and uses communication methods appropriately putting points across clearly and concisely. Respects the opinions of others and expresses a difference of opinion in a controlled manner. Gives and receives feedback constructively. 
● Developing Self and Others - Uses available tools and resources to further develop skills and abilities and demonstrates commitment to continuous improvement.Understands how own objectives link to team strategy, and is motivated to achieve them. Recognises potential obstacles to completing tasks and seeks guidance to address issues.
● Understanding of the business - Understands our vision and how their objectives will support the delivery of the strategy. Strives to make improvements that will impact the customer. 
● Managing Change - Is open to new thinking and ways of working, suggesting ideas for improvement relevant to own role. Is open to new situations, opinions and circumstances. Works with ambiguity and does not get confused within a changing environment. 
● Experience - An aptitude for teamwork and working in close partnership with others. High level of product and process knowledge per brand. Experience in working in an office environment. Experience in working permanent night shifts. Worked in a customer focused environment. Preferred VIP and all brand experience. 
● Skills - Excellent interpersonal skills and strong work ethics. Will have high confidence levels with a positive approach towards work. Excellent typing/keyboard skills. Good written and verbal skills. Good arithmetic skills. Learn quickly and adapt within a rapidly changing industry. 
● Product Knowledge - Requires product, promotion and internal process knowledge as well as an understanding of company policy and procedure
 

About Entain

We may sit on the FTSE100, but for millions of customers worldwide, we’re the brands they hold in their hands – and heart. As the home of household names like Ladbrokes, Foxy and PartyPoker, to name just a few, we elevate lives with moments of excitement. And right now we’re elevating ourselves above the competition. We’re leading the industry in bold new directions - and it’s our diverse and talented team who are making this possible. Believe us, the best is yet to come. For our customers. For our future. For your career.

DEI and Wellbeing @ Entain

Our vision is to be the world leader in betting, gaming and interactive entertainment, and we know that the most successful businesses are the most sustainable ones. Diversity and inclusion is key to sustainability and success and our goal is to attract, engage and retain the best talent globally, bringing the best thinking to our business from inside and outside of our sector. Our ambition is to make sure everyone at Entain feels valued, respected and included. Inclusion is embedded in everything we do, because we know when we feel respected and heard, we do our best work. Sustainability drives everything we do, and doing what’s right is one of our core values. Diverse teams have more creativity, imagination, innovation and problem solving capabilities. We are committed to tackling inequalities and creating a diverse and inclusive business. Here, we celebrate our individual differences, and make sure everyone feels supported, respected, and empowered to thrive – and that starts from the moment you apply to join us. We want our employees to feel healthy and supported at home and at work. That’s why we have our Well-me programme, which provides information, tools and training to help our people look after their mental and physical wellbeing in ways that matter to them.

Life @ Entain

We’re a team who love to play, and win, together. We love building bonds between our people, and we love to build your career up too. Join us, and we won’t just be your employer, we’ll be your biggest cheerleader. We’ll give you the power to lead the conversation on your learning and career goals from day one, and then get behind you with all the support you need to take your career – and our business – to new heights.