Vacancy Type:
03 Dec 2020
23 (GVC)
About The Role

Please note you will need to be based in/around Woking for this role.

The Escalations and DSAR team sit within Customer Protection and manage all final stage Complaints, Disputes and Data Subject Access Requests (DSARs) for all GVC UK brands and their customers.

Requests come from various sources including Customer Services and Data Protection Team. The requests can carry a financial, or regulatory implication, for the business if not handled appropriately.

Role Purpose

You will act as an escalation point for DSAR and privacy related queries, in adherence with regulatory guidelines and expectations. 
Key Responsibilities 
  • Undertake DSAR information extraction and any necessary redactions
  • Ensure the GVC Group’s approach to data subjects' rights (e.g. subject access requests; data erasure or rectification requests) and queries from data subjects are applied correctly
  • Work within the SLA’s set out by the business, adhering to risk and compliance procedures 
  • Maintain effective record-keeping for all customer contacts in order to comply with regulatory requirements
  • Keep abreast of all products and tools to ensure all customer queries can be answered
  • Assist in ensuring the teams processing activities, documented procedures and training material are all appropriate, effective, up to date and adhered to
  • Prioritise and implement appropriate solutions in line with department guidelines  
  • Assist developing cross functional working relationships; with the aim to improving the customer experience and promote best practice
  • Promote and embrace a culture of continuous improvement
  • 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
  • Any other tasks that may be identified by the Management Team 
Specialist Skills & Experience Required
  • Demonstrable experience of managing and responding to a DSAR or similar regulatory query
  • Excellent written skills, including composition and language
  • Ability to work under pressure, manage and prioritise key tasks, with a focus on delivering them within agreed deadlines
  • An understanding of the importance and impact of legislative requirements  
  • Proven experience of detailed, exploratory and methodical working practices  
  • Must be highly motivated, well organised and able to produce and format accurate detailed information to a very high standard
  • Experience of handling sensitive, confidential customer information
  • Ability to work as a team, as well as independently
  • Proficient in MS Office -especially Excel

Qualifications and Educational Requirements
  • GCSE or equivalent, including English Language and/or experience which maps to the role
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.