What you’ll be doing

As part of your role, your responsibilities will include:

• Investigate in detail, all delegated complaints received via all channels and respond to them within agreed SLA’s.
• Assign new complaints received via all channels daily.
• Assess, communicate, and delegate all complaints to the correct departments for feedback.
• Work in collaboration with other departments, to provide solutions and resolutions to received complaints and to ensure compliance with agreed SLA’s.
• Provide articulate, professional and customer focused responses – with first time resolution in mind always.
• Keep the internal complaints logging tool up to date, always.
• Adhere to the outlined complaints handling processes, procedures, and recommended improvements.
• When relating to the complaints process, provide compliance and process direction to all departments, to ensure continued adherence to regulatory obligations and industry standards relating to online gambling.
• Assist with internal and external audits when requested.
• Assist with ad-hoc reporting – daily/weekly/monthly etc.
• Provide updates and feedback related to issues highlighted during the handling of complaints, as well as any policy or procedural updates, to the business.
• This job description is not intended to be an exhaustive list of responsibilities.
• You may be required to complete other reasonable duties in order to achieve business objectives.

Essential skills you’ll bring to the table

The necessary skills that we require for this role include:

• Degree / diploma in Risk Management, Governance, Compliance, Legal, Accounting or related fields
• Minimum of 12 months experience in a Customer Service centric role
• Excellent written and verbal communication skills
• Demonstrates consistent behaviour aligned to the Organizational Performance Culture
• Desirable skills you’ve got up your sleeve

It would be great if you also have some of the following skills:

• Knowledge & exposure to compliance, risk and fraud, and responsible gaming practices
• A solid understanding of sportsbook and casino related queries
• Ability to differentiate between Compliance vs Commerciality
• Working knowledge of Excel
• Process writing

Our values are non-negotiables

• Our culture is underpinned by core values that are linked to key behavioural competencies.
• Along with the below behavioural competencies, these are essential for all employees in order for you to embed in and drive our culture forward.

These competencies are:

• Initiative
• Resilience
• Adaptability
• Stakeholder Management
• Quality Focus/ High attention to detail