Location:
Gibraltar
Vacancy Type:
Permanent
Brand:
23 (GVC)
About The Role

Our technology teams won’t settle for second place when it comes to entertaining millions of customers.

Bring your focused expertise and drive to a business that will give you the freedom to innovate and explore.

Join GVC and grab your opportunity to improve the experience of millions of sports betting and gaming customers worldwide. For the good of entertainment. 

Our portfolio of sports betting and gaming companies includes some of the most well-known brands in the industry, such as Ladbrokes, bwin, Coral, GalaBingo, partypoker and betMGM. With a huge high street presence and increasing share of online gaming activity. We take our commitment to safeguarding our customers extremely seriously. We make sure they understand their limits and work with them to ensure they enjoy our products and services responsibly. 

Our talented teams love to create new and improved customer centric experiences utilising the best technology, with quality and at speed. They thrive on the challenges of; building relationships with multiple stakeholders with different needs; managing multiple competing priorities; balancing speed of delivery with a perfect solution; sometimes needing to switch focus to achieve company goals. They make data-driven decisions and have a raw talent to work with product, developers, CS operations to turn complex business problems into simple customer solutions. The team support one another to facilitate personal and company growth. They have a can-do attitude, always striving for the best and driving continuous optimisation and they know how to gets things done. 

As the Head of Product and CS Content, this role will play an integral part of ensuring we provide clear, concise, engaging and actionable content across our portfolio of global brands and incorporate tone of voice where applicable covering every aspect of copy to support our Product and Customer Services operations experiences. 

As part of both the Customer Experience and Customer Service teams, we are looking for a charismatic leader with the above qualities, armed with the right data; who will shape and execute the agreed strategy for our product & customer services copy across all brands and will play a pivotal role in creating a seamless, consistent and engaging end-to-end customer experiences. 

Ready to bring it on? Bring your resilience to GVC and you can be bold. For the good of entertainment. Apply now! 

 

Customer Service

  • Content Support for the implementation of our CS technology to assist customers to ‘self-serve’ through a customer knowledge base and Chatbot copy
  • Provide support for all ‘standard copy’ provided to the CS Operations
  • Work with CS on copy created for agents
  • Work with the CS Training team to provide guidelines for copy written by agents as part of a conversation with the customer supported by the ‘standard text’
  • Data driven to prove the copy provided results in the right customer action
  • Ensure the copy supplied meets the queries going into our CS Teams / searched for within the knowledge base
Product
  • Owns the copy within all product/features throughout all stages of the product development lifecycle, from conception to delivery and KPI analysis
  • Actively collaborate with UX team to ensure UI language is kept personal, human and easy to understand
  • Data driven to ensure the product copy is understood by customers
 General
  • Work together with the business teams to shape the copy vision and strategic roadmap
  • Own the functional TOV guidelines across all brands and languages in alignment with the specific brand TOVs
  • Effectively manages and provides a good service to multiple stakeholders, who often have very different priorities and challenges
  • Ensure exceptional copy is delivered to the customer as part of both Customer Services and Product journeys
  • Determine the best way to deliver Product and Customer services copy for multiple languages including: English, American English, German, Spanish, Brazilian Portuguese, French, Flemish, Greek, Russian and more… so it always appears local and not google translated in the most efficient way – but with quality always in mind
  • Review of all current CS & product copy
  • Thinks strategically to define simple solutions, finding the right balance of quality and speed to market
  • To be an advocate for user experience and a promoter of customer experience-driven design
  • To lead by example, demonstrating strong communication and collaboration skills, inspiring others to reach their potential and create their best work
  • May be required to travel
About The Company
As a global employer, GVC is committed to providing a motivating and inclusive workplace. We are a multicultural business that values, celebrates and respects individual differences, so whatever your sexuality, gender, gender identity, ability, age, race, religion or belief, we want to hear from you. Our diverse internal networks provide the support for you to Get Involved in GVC life and for you to support others to Do What’s Right, all For The Good Of Entertainment.

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.