Customer Escalations Analyst

1 week ago

Woking, Surrey, United Kingdom Betting & Gaming Limited Full time
Customer Escalations Analyst - Complaints

We're Entain. Our vision is to be the world leader in sports betting and gaming entertainment by creating the most exciting and trusted experience for our customers, revolutionising the gambling space as we go. We're home to a global family of more than 25 well-known brands, and w ith a focus on sustainability and growth, we will transform our sector for our players, for ourselves and for the good of entertainment.

The Escalations team manages Entain's final stage Complaints, Disputes and Executive Escalations for all UK customers for some of the best loved brands in the industry. We want to treat customers fairly and provide the best service to support brand growth and trust; that's the team's priority.

We receive complaints from all over the business, and external sources, some of which could carry a financial or reputational implication for the business. How we manage these cases can affect that outcome, so we work together as a team to provide the best customer journey and solution; to fit the needs of the customer and the business.

You'll work closely with key stakeholders across the business, to make sure we deliver fair customer outcomes, and at the same time making sure we meet with our regulatory guidelines and expectations. A key part of this will be to look at the root cause of the complaint and feedback to the business, to allow for continuous Improvement; something key to Entains' ethics and strategy.

Key responsibilities

Main:

  • ● Accept, log, investigate and respond to complex cases; including escalation within the business where appropriate
  • ● Liaison with outside agencies, such as IBAS, in order to effectively manage issues and report back recommendations to the wider business
  • ● Work within the SLA's and KPI's set out by the business and our LCCP (Licensing Code & Conduct of Practice)
  • ● Provide feedback and root cause analysis back to the business to promote and embrace a culture of continuous improvement, resulting in better outcomes for our customers - reflected in reduced complaint volumes and increased customer satisfaction
  • ● Contribute to the team's quality framework, to help define the expected standard of final response letters and achieve first time resolution for our customers
  • ● Ensure effective record-keeping for all customer contacts for audit purposes
  • ● 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

Occasional:

  • ● Production of metrics/reporting to support compliance and business objectives
  • ● Provide training to new starters within the team
  • ● Act as a Subject Matter Expert (SME) to ensure that operational procedures, policies and regulations are correctly implemented and followed across the business

Specialist skills and experience

  • ● Previous experience of handling and responding to escalations, complaints or regulatory queries
    • ● Excellent written skills, including composition, language and tone
    • ● Ability to work under pressure, manage and prioritise key tasks, with a focus on delivering them within agreed deadlines
    • ● Strong interpersonal skills, with the ability to develop collaborative relationships with both internal and external stakeholders
    • ● Able to remain calm, tactful, respectful and unbiased when providing the service of dispute/conflict resolution
    • ● Able to produce accurate and detailed information
    Desired:
  • ● Previous experience in either the gambling industry, or a similarly regulated market, is advantageous.
  • ● An understanding of the importance and impact of regulatory requirements
  • ● Analytical thinking
  • ● Resilience, with an ability to adapt to change

Diversity and equal opportunities:

As a global employer, Entain is committed to providing a safe, fun, and inclusive culture where our people feel like they truly belong.

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, you will have a voice here, and the space to do your best work.

Our diverse internal networks provide the support for you to express your views and make a positive difference, all for the good of entertainment.

About Entain

We may sit on the FTSE100, but for millions of customers worldwide, we're the brands they hold in their hands – and heart. As the home of household names like Ladbrokes, Foxy and PartyPoker, to name just a few, we elevate lives with moments of excitement.And right now we're elevating ourselves above the competition. We're leading the industry in bold new directions - and it's our diverse and talented team who are making this possible. Believe us, the best is yet to come. For our customers. For our future. For your career.

DEI and Wellbeing @ Entain

Our vision is to be the world leader in betting, gaming and interactive entertainment, and we know that the most successful businesses are the most sustainable ones. Diversity and inclusion is key to sustainability and success and our goal is to attract, engage and retain the best talent globally, bringing the best thinking to our business from inside and outside of our sector. Our ambition is to make sure everyone at Entain feels valued, respected and included. Inclusion is embedded in everything we do, because we know when we feel respected and heard, we do our best work. Sustainability drives everything we do, and doing what's right is one of our core values. Diverse teams have more creativity, imagination, innovation and problem solving capabilities. We are committed to tackling inequalities and creating a diverse and inclusive business.Here, we celebrate our individual differences, and make sure everyone feels supported, respected, and empowered to thrive – and that starts from the moment you apply to join us. We want our employees to feel healthy and supported at home and at work. That's why we have our Well-me programme, which provides information, tools and training to help our people look after their mental and physical wellbeing in ways that matter to them.

Life @ Entain

We're a team who love to play, and win, together. We love building bonds between our people, and we love to build your career up too. Join us, and we won't just be your employer, we'll be your biggest cheerleader. We'll give you the power to lead the conversation on your learning and career goals from day one, and then get behind you with all the support you need to take your career – and our business – to new heights.

Can't find a role that fits right now? Connect with our talent community, and we'll keep you updated on new opportunities that match your interests, upcoming events, and stories from our team.

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