Salary:
24500
Location:
Woking
Vacancy Type:
Permanent
Brand:
23 (GVC)
About The Role
This role is responsible for monitoring and reviewing account activity for new and existing customers to ensure that any signs of customer harm are identified and where appropriate, action is taken. The job holder will also be responsible for the re-activation of accounts after a period of exclusion to ensure that the customer is back in control and aware of their options and responsibilities.

In addition, this role will support and handle complex escalations from the RG team based in Manila and/or where a further, more senior review is required. The team provides second line support to VIP and Customer Services and may be required to interact directly with customers.
The role will handle customer and internal escalations to ensure both the business and the customer are protected.
 
Key Responsibilities
  • Ensure that incoming requests for Timeouts or Self Exclusion are processed in an efficient and timely manner, carrying out database searches for related accounts and clearly marking up accounts for audit purposes
  • Check and confirm, where a customer requests account reactivation, that their initial (and any other) reasons for exclusion are no longer evident
  • Perform linked self-exclusion checks between retail and online account databases
  • Process RG complaints and associated resolution and reporting procedures in line with SLA
  • Work with Customer Services, Retail and VIP teams, supporting and classifying fringe cases
  • Proactively identify ‘at risk’ customers and ensure the right level of interaction is conducted
  •  Handle escalated cases from Manila and provide QA on the work being done by the offshore team
  • Prioritise incoming messages and workload to meet SLAs for completing cases
Additional Information
  • Good understanding of RG trigger signs and ability to establish and qualify root causes to resolve issues
  • Thorough knowledge of customer tools available to help them manage their gambling activity
  • Good understanding of Gambling regulation and relevant provisions for the protection of vulnerable people
  • Ability to communicate sensitively and calmly with external customers, often where they may be distressed  angry
  • Experience of handling sensitive, confidential customer information
  • Ability to remain calm, tactful, respectful and unbiased
  • Knowledge of betting/gambling products and their relative potential for causing harm
  • Ability to work confidently as part of a small team
  • Self-motivated on own tasks
  • Demonstrable knowledge and experience of RG practices
  • Must be detail orientated and analytical
  • Ability to problem solve under pressure
  • Excellent communication skills
  • Practical application of policy directives
  • Proficient in MS Office – Word, Excel and PowerPoint

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.