Complaint Handler
Complaint Handler
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Job Description
As a Complaint Handler you will be responsible for Youll work closely with key stakeholders across the business to make sure we deliver fair customer outcomes and at the same time making sure we meet with our regulatory guidelines and expectations. A key part of this will be to look at the root cause of the complaint and feedback to the business to allow for continuous Improvement; something key to Entains ethics and strategy
Reporting to the Customer Escalations Manager you will be part of the Customer Protection who The Escalations team manages Entains final stage Complaints Disputes and Executive Escalations for all UK customers for some of the best loved brands in the industry. We want to treat customers fairly and provide the best service to support brand growth and trust; thats the teams priority.
What you will do
- Accept log investigate and respond to complex cases; including escalation within the business where appropriate
- Liaison with outside agencies such as IBAS in order to effectively manage issues and report back recommendations to the wider business
- Work within the SLAs and KPIs set out by the business and our LCCP (Licensing Code & Conduct of Practice)
- Provide feedback and root cause analysis back to the business to promote and embrace a culture of continuous improvement resulting in better outcomes for our customers - reflected in reduced complaint volumes and increased customer satisfaction
- Contribute to the teams quality framework to help define the expected standard of final response letters and achieve first time resolution for our customers
- Ensure effective record-keeping for all customer contacts for audit purposes
- 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
Qualifications :
- Previous experience of handling and responding to escalations complaints or regulatory queries
- Excellent written skills including composition language and tone
- Ability to work under pressure manage and prioritise key tasks with a focus on delivering them within agreed deadlines
- Strong interpersonal skills with the ability to develop collaborative relationships with both internal and external stakeholders
- Able to remain calm tactful respectful and unbiased when providing the service of dispute/conflict resolution
- Able to produce accurate and detailed information
Additional Information :
At Entain we know that signing top players requires a great starting package and plenty of support to inspire peak performance. Join us and a competitive salary is just the beginning.
Depending on your role and location you can expect to receive benefits like
- A regular bonus
- Healthcare support
- A stake in our success through our ShareSave scheme
- Great development opportunities
- Wellbeing support and so much more.
And outside of this youll have the chance to turn recognition from leaders and colleagues into amazing prizes join a winning team of talented people and be a part of an inclusive and supporting community where everyone is celebrated for being themselves.
Should you need any adjustments or accommodations to the recruitment process at either application or interview please contact us.
At Entain we do whats right. Its one of our core values and thats why were taking the lead when it comes to creating a diverse equitable and inclusive future - for our people and the wider global sports betting and gaming sector. However you identify our ambition is to ensure our people across the globe feel valued respected and their individuality celebrated.
We comply with all applicable recruitment regulations and employment laws in the jurisdictions where we operate ensuring ethical and compliant hiring practices globally.
Remote Work :
Yes
Employment Type :
Full-time
Employment Type
Remote
