The role in a nutshell:
The Escalations and DSAR team sit within Customer Protection and manage all final stage Complaints, Disputes and Data Subject Access Requests (DSARs) for all Entain 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 Entain and may be complex in nature.
Role Purpose
You will accept and respond to a wide range of escalated complaints and disputes from our UK Customers. This will involve investigating complex issues, prioritising and implementing appropriate solutions in line with department guidelines, and escalating issues to the Customer Escalations Manager where appropriate.
You will engage with key stakeholders across the business to ensure delivery of fair customer outcomes, in adherence with regulatory guidelines and expectations. As well as helping to determine the root cause of complaints, to allow the business to address at source.
What you'll be doing:
- Assist in receiving, logging, managing and closing out all complaints or queries.
- Investigate complex issues, prioritising and implementing appropriate solutions in line with department guidelines, and escalating issues where appropriate.
- 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 Entain Group and work collaboratively with them to improve the customer experience
- Assist in the development of a quality framework to define the expected standard of final response letters
- 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.
- Assist in the support and mentoring of new starters as directed by the Customer Escalations Manager
- Any other tasks that may be identified by the Management Team for Customer Protection
What we need from you:
- Demonstrable experience and knowledge of 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 and 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
- Proficient in MS Office – strong knowledge of Microsoft Excel (i.e. pivot tables, formulas) preferred.
