Customer Resolutions Specialist
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Job Location:
Monthly Salary:
Posted on:
Yesterday
Vacancies:
1 Vacancy
Job Summary
About the Role
Were looking for two Customer Resolution Specialists to join our Customer Resolutions team and help deliver fair timely and high-quality outcomes for our customers.
In this role youll manage complex and high-risk complaints from start to finish ensuring they are handled in line with Sportsbets Complaints Management Framework and regulatory obligations. Youll work closely with teams across the business to investigate concerns uncover root causes and deliver well-reasoned resolutions that balance customer experience compliance requirements and business risk.
Beyond resolving individual cases youll also play an important role in identifying complaint trends and contributing insights that help improve processes strengthen controls and enhance the overall customer experience.
This is a great opportunity for someone who enjoys solving complex problems working collaboratively with stakeholders and making a real impact on how we support our customers.
Responsibilities
- Manage complex sensitive and high-risk customer complaints end-to-end ensuring fair and timely outcomes.
- Apply sound judgement when assessing complaints balancing customer outcomes regulatory requirements and business risk.
- Provide clear well-reasoned written responses that explain decisions and final outcomes.
- Maintain accurate and thorough case documentation to support compliance audit readiness and internal governance.
- Escalate matters appropriately where legal compliance safer gambling AML or financial risk considerations arise.
- Collaborate with teams across Customer Operations Compliance Legal Safer Gambling Risk Product and Trading to investigate and resolve complaints effectively.
- Identify recurring complaint themes root causes and emerging risks through case analysis.
- Contribute insights that support continuous improvement across customer experience operational processes and risk controls.
- Participate in quality reviews calibration discussions and knowledge sharing to support consistency across the Resolutions team.
About You
Youre a thoughtful problem solver who can confidently navigate complex customer situations while maintaining empathy and professionalism. Youre comfortable analysing information from multiple sources making balanced decisions and communicating outcomes clearly.
Youre also highly organised and collaborative working effectively with a range of stakeholders to ensure complaints are resolved efficiently and fairly.
You will bring:
- Strong decision-making analytical and problem-solving skills.
- Excellent written and verbal communication skills particularly when handling sensitive matters.
- A customer-first mindset with a focus on delivering fair and balanced outcomes.
- The ability to manage multiple complex cases and prioritise effectively.
- High attention to detail and strong documentation standards.
- A collaborative approach and the ability to work across teams in a fast-paced environment.
Required Experience:
IC
Key Skills
- Design Engineering
- Baan
- Customer Service
- Fund Management
- ABAP
- Elevator
About Company
Sportsbet’s vision is clear: we want to become a world class betting & gaming business that’s trusted by our customers, colleagues and partners. We’re also here to make this the most exciting place you’ll ever work!
