Vacancy Type:
23 (GVC)
About The Role

Role Purpose

To respond to escalated customer disputes and complaints in a polite and efficient manner and in line with the company SLAs.

To handle all types of escalated sportsbook, bingo and casino complaints and to resolve them in a manner mutually beneficent to both customer and company.

Key Responsibilities:

  • Accept and respond to a wide range of escalated queries from our Customers.
  • Investigating complex issues, prioritising and implementing appropriate solutions in line with department guidelines, and escalating issues to the Customer Escalations Manager where appropriate.
  • Work within the SLA’s set out by the business, adhering to risk and compliance procedures at all times.
  • Being a point of clarification for customers on regulatory rules and procedures.
  • Being a point of clarification for Customer Services – Manila and Gibraltar on regulatory rules and procedures
  • Provide ongoing feedback and root cause analysis back to the business for continuous improvement
  • Ensure customer complaints are dealt with efficiently and effectively and take responsibility for resolving problems in a timely manner.
  • Handle customer queries sent down by Exco, PR and Senior Managers in a timely manner, keeping all parties briefed on the progress and outcomes of such cases.
  • Liaising with outside agencies (such as IBAS and the Gambling Commission) in order to effectively manage issues and reporting back recommendations to the wider business.
  • Keep abreast of all sports and gaming services, products and tools to ensure all customer queries can be answered effectively and in line with the business strategy
  • Ensure effective record-keeping for all customer contacts in order to comply with regulatory requirements.
  • Representing the company at business meetings with outside agencies (such as IBAS and the Gambling Commission).
  • Undertake DSARS information extraction and completing redactions
  • Liaising with the legal team with respect to individual DSAR’s and cumulative performance against timelines
  • Undertake tasks relating to credit management as and when required
  • Produce daily, weekly and monthly operational and performance reports relating to complaints and DSARS
Specialist Skills and Experience Required
  • Gambling industry product knowledge
  • Close understanding of the Gambling Industry business and customer procedures
  • Previous complaint handling experience
  • Attention to detail
  • High level of computer literacy
  • Intermediate user of Microsoft Office, especially MS Excel.
  • Excellent written and oral skills.

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.