Location:
Gibraltar
Vacancy Type:
Permanent
About The Role

Role Purpose

The Foxy Rewards Executive is responsible for developing personal relationships with a portfolio of players, providing an unrivalled level of service. The purpose of the Foxy Rewards team is to ensure strong account management of Foxy players, being the first point of contact of these players answering queries and resolving issues.

The Foxy Rewards team will support in assessment of player behaviour, providing analysis to the business on player segments the ensuring players are playing safely and responsibly within Responsible Gambling guidelines

The Foxy Rewards Executive sits within the Gaming Brands team and reports in to the Foxy Rewards Manager.

Key Responsibilities

  • Establish relationships with players over the phone, email and chat. You will ensure contacts are dealt with in a timely manner and on a regular basis, as defined by your manager to achieve an optimal level of service
  • Work with the compliance team to monitor player behaviour and ensure responsible gambling guidelines are being stringently applied and reported on
  • Ensure all players are aware of the responsible gambling guidelines and are adhering to set policies and regulations
  • Evaluate and monitor player segments reporting on any issues and responding to the business needs
  • Utilise back-office systems and team spreadsheets to ensure all files are kept up to date and are easily shared across the team
  • Carrying out promotional activity as defined by the Foxy Brand team
  • Work to achieve KPIs set by your team manager, including call targets and quality assurance checks which are based on quality, clarity and speed of responses, to deliver an optimal service to our community
  • Agree varying monthly targets with Line Manager and then work to achieve these within the agreed deadlines
  • Represent the company at promotional events with players in attendance
Specialist Skills and Experience Required
 
  • Proven experience in a customer service role, high end customer experience would be beneficial
  • An understanding of the gaming industry is desirable
  • Experience communicating with customers by phone, email and chat
  • Good communication skills
  • Self-motivated with the ability to work alone and take appropriate responsibility for actions
  • Strong numeracy skills
  • Work effectively in a team, supporting colleagues and sharing knowledge
  • Detail focused with a strong attention to detail
  • Good IT skills including strong experience working with MS Office
 
Additional Information
- Foxy 

Our Culture As Real As It gets

At GVC we're a diverse team, sharing a commitment to quality and success

Whether you're playing a key role in your local community as part of our retail team, or working out the next big gaming trends in our digital team, you'll enjoy a culture and a benefits package that we're extremely proud of.