Location:
Woking
Vacancy Type:
Permanent
Working Pattern:
5 days out of 7 (including weekends)
Brand:
23 (Entain)
About The Role

Overview

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, IBAS and eCOGRA (our ADR’s), the UK Gambling Commission, Retail, Compliance, Social Media, Legal and Data Protection teams; as well as our Senior Management team.

The team deal with requests which could carry a financial, regulatory or reputational implication for the business. The complaints relate to a variety of products and services offered by GVC and may be complex in nature.

Role Purpose

You will support the Customer Escalations and DSAR’s Manager and Deputy Manager, by acting as an escalation point for decisions through engagement with key stakeholders across the business, to ensure delivery of fair customer outcomes in adherence with regulatory guidelines and expectations.

You will help to determine the root cause of complaints, to allow the business to address at source.

You will lead by example demonstrating what effective complaint handling is, setting an acceptable standard of output and enabling the coaching of other team members to that standard.
Additional Information
Key Responsibilities 
  • Act as a central point for receiving, logging, managing and closing out all escalated and/or high-risk complaints or queries.
  • Investigate complex issues, prioritising and implementing appropriate solutions in line with department guidelines, and escalating issues where appropriate.
  • Take ownership of high-risk cases ensuring these are dealt with appropriately, whilst identifying actions on how these risks should be managed
  • Work within the SLA’s set out by the business, adhering to risk and compliance procedures  
  • Act as a Subject Matter Expert (SME) to ensure that operational procedures, policies and regulations are correctly implemented and upheld across the business
  • Provide ongoing feedback and root cause analysis back to the business for continuous improvement, resulting in better outcomes for our customers - reflected in reduced complaint volumes and increased customer satisfaction
  • Develop a network key stakeholder contacts throughout GVC Group and work collaboratively with them to improve the customer experience
  • Develop a quality framework to define the expected standard of final response letters, using coaching and feedback techniques to improve team/individual performance
  • Promote and embrace a culture of continuous improvement
  • Ensure effective record-keeping for all customer contacts in order to comply with regulatory requirements
  • Liaison with outside agencies (such as IBAS and the Gambling Commission) in order to effectively manage issues and reporting back recommendations to the wider business.
  • 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
  • Assist in encouraging communication and collaboration across the business, team and stakeholders in order to build strong relationships and develop cross functional working.
  • Provide coaching, mentoring and training across the business on Complaints processes, including more junior members of the team.
  • Production of metrics/reporting to support compliance and business objectives
  • Any other tasks that may be identified by the Management Team for Customer Protection
Specialist Skills & Experience Required
  • Demonstrable experience and knowledge of managing and responding to escalations, complaints or regulatory queries (e.g. DSARs).
  • Previous experience in either the gambling industry, or a similarly regulated market, is advantageous.
  • Excellent written skills, including composition and language; ensuring clarity and required impact in all written communications
  • Ability to work under pressure, manage and prioritise key tasks and focus on delivering them within agreed deadlines
  • Strong interpersonal skills, with the ability to develop cross-functional relationships with both internal and external stakeholders  
  • 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 an able to produce accurate and detailed information to a very high standard
  • Experience of handling sensitive, confidential customer information
  • Ability to remain calm, tactful, respectful and unbiased whilst providing the service of dispute resolution
  • Strong interpersonal skills and the ability to communicate clearly, effectively and empathetically with senior management, operational staff and customers
  • Ability to work as a team, as well as independently
  • The ability to provide oversight and direction to other less experienced, through coaching and feedback in an effective manner in relation to  
  • Proficient in MS Office – strong knowledge of Microsoft Excel (i.e. pivot tables, formulas) preferred.
 
About The Company

We’re Entain. Our vision is to be the world leader in sports betting and gaming entertainment by creating the most exciting and trusted experiences for our customers, revolutionising the space as we go. We’re specialists in safer gambling and the company that is at the forefront of responsibility.

Combining technology and entertainment to build products that push the boundaries, Entain is home to a global family of more than 25 well-known brands – names such as bwin, Ladbrokes, Coral, Gala, Betdaq, and many more. With a focus on sustainability and growth, we will transform our sector for our players, for ourselves and for the good of entertainment.

Diversity and inclusion at Entain

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.

Wellbeing at Entain

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.
 

Our Culture As real as it gets

At Entain 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 benefits package that we're extremely proud of.