Vacancy Type:
12 (Gala Spins)
About The Role

The Account Relationship Management Executive is responsible for all inbound player queries from the Account Managed levels of the Gala Rewards loyalty program. The next stage in customer service, you’ll deliver an unrivalled level of service on all contacts with a focus on 1st contact resolution.

Reporting to the ARM Manager (Inbound) you will work across all contact methods including Live Chat, Email and Telephone.  You’ll have a comprehensive knowledge of brand and promotions as well as an in depth understanding of internal operational processes.

You’ll be results driven and know what’s best for the customer while remaining commercially aware of the business needs and licencing regulatory requirements.

Key Responsibilities
  • First point of contact for Gala Rewards Account Managed base queries.
  • 1st contact resolution for all levels of queries received via Live Chat, Email and Telephone.
  • Establish and maintain relationships with Account Managed player base in order to enhance customer experience.
  • Display and evolve a comprehensive knowledge of Gala Brands and promotions.
  • Account Review and management of bonus expectations.
  • Deliver an industry leading level of service while promoting AML and Responsible Gambling guidelines in line with license regulations.
  • Report repeat contact issues and record details to be passed on to relevant teams.
  • Identify spikes in contacts and raise to team Manager for appropriate action.
  • Liaise with Account Managers escalating call back requests and specific player issues.
  • Upsell of site promos on all contacts.
  • Identify RG triggers and raise concerns to team Manager, RG teams and Account Managers.
  • Full end to end service, escalating individual issues where necessary and going back to the customer with a resolution once received from 2nd line.
Specialist skills and experience
  • Demonstrate previous experience in a customer service environment.
  • Have a high interest in and good all-round knowledge of online Gaming with previous experience in a gaming environment.
  • A keen interest in people and consumer habits.
  • Communicate in a clear, engaging and professional manner
  • Ability to multi-task and deal with several queries at the same time
Competencies / Behaviours
  • High level of written and spoken English
  • Service Driven with an eye for detail
  • Organised and able to prioritise workload

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.