Specialist Complaints Executive

As part of the Specialist Complaints team, you will diligently investigate customer complaints to ensure our customer receives a fair outcome. The Specialist complaints process is currently a major focus of the Gambling Industry therefore attention to detail and ensuring we do the right thing for our customers first time is imperative.

And It’s an exciting time to join It is extremely rare these positions become available, regulatory change is on the horizon which brings changes which you along with the rest of your team will be part of implementing. Development is strongly encouraged across the team, to support with growing your skillset.

**What you’ll do**:

- This is an opportunity to influence the improvement agenda for the wider business, supporting customers through key journeys to make a real difference.
- You'll work in a team based in Leeds which is part of the wider UK&I complaints department based in Dublin and Malta. The team receive and resolve complaints in accordance with complaint handling standards and guidance to provide fair outcomes, while considering material distress, inconvenience and financial loss.
- You will support in improving our processes to ensure that we interact with potentially vulnerable customers, in an engaging way that demonstrates open-mindedness, actively listening and being genuinely inquisitive through questioning.
- Identify issues and seek opportunities by working with your line manager and our Root Cause team to reduce repeat contact and escalate issues where required.
- Make sure that the wider issues identified through the Specialist cases are escalated accordingly and where necessary play back your case in senior leadership meetings

**How you’ll do it**:

- Experience of working in a regulated environment
- Compliant Handling experience would be advantageous.
- A good understanding of Root Cause and how this is identified through investigations.
- Experience of working with an ADR service or Ombudsman.
- Excellent attention to detail and clear transparent record keeping.
- Self-motivation, organising workloads and time management.
- Positive attitude with an excellent telephone manner and communicational skills
- Experience in bespoke letter writing.

**This is an 18 month fixed term opportunity**

What’s on offer
- £/€1,000 learning fund
- Unlimited Holiday
- Hybrid Working
- Access to thousands of Udemy courses

**About Flutter UK & Ireland**

We are Flutter UK & Ireland, part of the Global FTSE 100 Flutter Entertainment. Our division operates four of the most popular and trusted brands in the market: Sky Betting and Gaming, Tombola, Betfair and Paddy Power.

Together the Flutter UKI brands offer market leading entertainment to millions of customers every single week Over the last couple of decades, they have all ridden the wave of digital betting with industry firsts like ‘cash-out’, ‘Request a Bet’, betting exchanges and free to play games like Soccer Saturday Super 6.

Working Here

Do you want to work somewhere extraordinary? From the people you spend your days with, to the ground-breaking projects, no two days will be the same.

And the Values that guide us? Here they are:
**Customer First, Always | Change The Game | Win Together | Free To Be Me**

We’re proud of our 4 Values, they reflect what matters most to our people and will guide the decisions we make, represent what we believe in and support how we do things at Flutter UK & Ireland.

Find out more about how we co-created our Values with over 10,000+ insights from our people

**If you need any adjustments to make this role work for you let us know, and we’ll see how we can accommodate them.