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
