Vacancy Type:
23 (Entain)
About The Role
Purpose of role
We’re Entain. Our vision is to be the world leader in sports betting and gaming entertainment by creating the most exciting and trusted experience for our customers, revolutionizing the gambling space as we go. We're home to a global family of more than 25 well-known brands, and with a focus on sustainability and growth, we will transform our sector for our players, for ourselves and for the good of entertainment.

The Service Optimisation Executive (SOE) is the face of the brand in the eyes of our customers.  The role is part of an enthusiastic, well trained, flexible, and dynamic team that will provide our customers with an industry leading service that sets Entain apart from its competitors. 

The SOE will be proactive to the customer’s needs, contacting customers based on several workstreams. This is a value-adding role facilitating the prompt resolution of customer issues following a poor experience in an efficient and effective manner in line with the Brand Guidelines, to regain customers trust in the Company and to increase the users’ satisfaction level. 

This role will provide world class levels of customer service across multiple brands.

Key responsibilities

Investigate 1st line live chat and email case communication to identify dissatisfied customers or mishandled contacts. 
Proactively reach out to dissatisfied customers with the aim of rebuilding the trust in the Company and re-establish the customer value.
Analise surveys left by the customers identifying unhappy users and reaching out to them, ensuring proper resolutions and increasing customers satisfaction levels.
Manage cases where severe customer dissatisfaction is observed, aiming to resolve the matter before It reaches the official complaint path.
Proactively contact customers when site or other technical issues occur that Impact multiple users to mitigate negative satisfaction levels and deflect customer contact Into 1st line services.
Investigate and manage cases referred from the Senior Executive Officers to either provide Information to the Director or to contact the customer with an explanation/resolution of their complaint. 
Pick up referrals from other teams, deep dive into the cases and find the best possible solution for both the Company and the customer.
Work closely with other secondary teams - i.e. Operational Excellence, Continuous Improvement and Customer Experience teams, providing feedback on trends and Identifying 1st line agent training opportunities.
Manage additional ad-hoc projects - i.e. checking Service Closed accounts and trying to win the customers back, investigating all the contacts related to a particular incident (proved to cause concerns and high traffic), etc. 
Maintain a high level of skills on all products and systems to enable full and complete investigations, identifying where clear errors have been made.
Ensure familiarity with all marketing initiatives and up-to-date customer support functions and processes to enable smooth handling of customer queries 
Maintain open and transparent communication within the team and other stakeholders to drive improvement, share knowledge and best working practice
Proactively escalate any issues to ensure the customer receives a resolution to their query as quickly as possible.
Maintain a Quality & Assurance score that as a minimum meets the department KPI for each period outlined in the annual objectives.

Specialist skills and experience

Significant experience in all CS back-office tools and processes
Analytical skills and problem solving
Contact Centre and Customer Service Experience 
Gaming and Sports product knowledge
Solid knowledge on all non-US labels (LCG, GVC)
Customer-focused approach and dedication to customer needs
Fluent in English – written and spoken 

Ability to work flexibility over various shift patterns
Confidence to interact with customers through a variety of communication methods including voice and email with the ability to multi-task
Competencies / behaviours

A team player with a great attitude and desire to help customers
Willingness to learn and develop 
Ownership and proactiveness
Attention to details

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

At Entain we do what’s right. It’s one of our core values. Which is why we’re taking the lead when it comes to creating a diverse, equal and inclusive future - for our people, our industry and our society. We’ve created a culture where everyone can feel psychologically safe, included and heard. Where being accepted for who you are is a given. 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.