Customer Experience Lead

**Company Description**

The Rank Group is growing rapidly within both our Venues and Digital businesses. If you’re not sure who we are, you may be more familiar with us through our iconic brands; Mecca Bingo and Grosvenor Casino.

The position advertised sits in Rank Interactive, a leading international digital gaming company, underpinned by superior talent and technology.

We bring people and entertainment together, delivering stimulating and entertaining experiences through diverse digital channels from our offices in Gibraltar, London, Maidenhead, Mauritius, Sheffield, South Africa and Israel. With a team of over 400 worldwidewe empower our colleagues to work at the peak of their strengths and passions by providing innovative and collaborative working environments that attract, retain and engages high performing talent.

We are evolving as a business and are some exciting new brands and concepts to our and digital offering. By joining our fantastic finance team, you’ll instantly be part of a high-performing and inclusive culture.

Working within a high paced, dynamic team utilising all contact centre channels, the Customer Experience Lead will oversee the effective resolution of customer complaints, providing outstanding service to our digital and venue customers.

You will lead a team of 3 Customer Experience Analysts, coaching and motivating them to deliver, providing training and mentoring where needed.

Being an excellent communicator, both verbally and in writing, creating trust and presenting a credible, reliable and customer-centric image of the company that will excite and entertain.

You will champion best practices across our businesses, facilitating the continuous improvement of the complaint process, supporting our customer-facing colleagues and Complaints team, engaging with key stakeholders from other areas within the company toreduce complaints and continually improve first contact resolution.

Above all, you will be a role model to colleagues across our business in delivering our complaints strategy in line with our Values, Culture and Strategic Objectives.

**Additional Responsibilities**:

- Act as a brand ambassador, demonstrating an understanding of our brands and customers, both online and in-venue, to ensure customer service expectations are consistently met
- Demonstrate a high level of competency with regards to the Contact Centre systems, company policies and procedures
- Confident in planning and prioritising complaints workload, demonstrating a flexible approach and a keen eye for detail and accuracy
- Proactively keep up to date with business processes and procedures, including GDPR and LCCP conditions, developing, implementing, and maintaining existing policies and processes to ensure compliance
- Understand fully and comply with the critical objectives of the Gambling Commission to be fully aware of responsibilities regarding Social Compliance and harm prevention
- Contribute to a continual enhancement of customer service by providing root cause analysis and making recommendations on how to improve procedures and policies for the business
- Oversee management of complaint responses, liaising with key stakeholders to ensure effective outcomes delivered and communicated clearly and effectively
- Build relationships based on trust and honesty with customers and colleagues alike
- Produce and deliver weekly performance reports, analyse data to assess competency and identify improvement areas, and make recommendations to the Leadership Team

**Qualifications**
- Strong complaint handling and complaints legislation background, with experience in a senior complaint handling management role
- Excellent communication and conversational skills with an enthusiastic and friendly approach
- Ability to create trust and demonstrate excellent persuasive and influencing skills
- Good understanding of GDPR
- Excellent IT skills and ability/capability to use multiple customer contact systems and good proficiency with Microsoft office
- Strong customer service skills, ability to engage with customers from different backgrounds and experiences
- Able to analyse and present data in an ongoing way to a range of audiences.
- Experience managing, coaching and motivating a team to deliver work to high standard to a deadline

**Additional Information**

If you’d be interested in joining the Rank family, please get in touch and we can talk through the options available to you.

To find out more information, follow us over on LinkedIn