Complaint Resolution Manager

3 weeks ago

London, Greater London, United Kingdom Entain Full time
Job Description

As a Complaint Handler at Entain

You will be responsible for managing and resolving complex customer complaints in a fair and timely manner. This will involve working closely with key stakeholders across the business to ensure that customer outcomes are met, while also adhering to regulatory guidelines and expectations.

Key Responsibilities:

  • Manage and resolve complex customer complaints
  • Liaise with external agencies, such as IBAS
  • Work within SLAs and KPIs set by the business and LCCP
  • Provide feedback and root cause analysis to promote continuous improvement
  • Contribute to the team's quality framework
  • Ensure effective record-keeping for customer contacts
  • Stay up-to-date with sports and gaming services, products, and tools

Requirements:

  • Previous experience in handling and responding to escalations, complaints, or regulatory queries
  • Excellent written skills, including composition, language, and tone
  • Ability to work under pressure and manage priorities
  • Strong interpersonal skills and ability to develop collaborative relationships
  • Able to remain calm, tactful, respectful, and unbiased
  • Able to produce accurate and detailed information

Additional Information:

At Entain, we offer a competitive salary, regular bonus, healthcare support, and a stake in our success through our ShareSave scheme. We also provide great development opportunities, wellbeing support, and a chance to turn recognition into amazing prizes.

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