What you\u2019ll be doing<\/p>\n
As part of your role, your responsibilities will include:<\/p>\n
\tInvestigate in detail, all delegated complaints received via all channels and respond to them within agreed SLA\u2019s.
\n\tAssign new complaints received via all channels daily.
\n\tAssess, communicate, and delegate all complaints to the correct departments for feedback.
\n\tWork in collaboration with other departments, to provide solutions and resolutions to received complaints and to ensure compliance with agreed SLA\u2019s.
\n\tProvide articulate, professional and customer focused responses \u2013 with first time resolution in mind always.
\n\tKeep the internal complaints logging tool up to date, always.
\n\tAdhere to the outlined complaints handling processes, procedures, and recommended improvements.
\n\tWhen relating to the complaints process, provide compliance and process direction to all departments, to ensure continued adherence to regulatory obligations and industry standards relating to online gambling.
\n\tAssist with internal and external audits when requested.
\n\tAssist with ad-hoc reporting \u2013 daily\/weekly\/monthly etc.
\n\tProvide updates and feedback related to issues highlighted during the handling of complaints, as well as any policy or procedural updates, to the business.
\n\tThis job description is not intended to be an exhaustive list of responsibilities. You may be required to complete other reasonable duties in order to achieve business objectives.<\/p>\n
Essential skills you\u2019ll bring to the table<\/p>\n
The necessary skills that we require for this role include:<\/p>\n
\tDegree \/ diploma in Risk Management, Governance, Compliance, Legal, Accounting or related fields
\n\tMinimum of 12 months experience in a Customer Service centric role
\n\tExcellent written and verbal communication skills
\n\tDemonstrates consistent behaviour aligned to the Organizational Performance Culture<\/p>\n
Desirable skills you\u2019ve got up your sleeve<\/p>\n
It would be great if you also have some of the following skills:<\/p>\n
\tKnowledge & exposure to compliance, risk and fraud, and responsible gaming practices
\n\tA solid understanding of sportsbook and casino related queries
\n\tAbility to differentiate between Compliance vs Commerciality
\n\tWorking knowledge of Excel
\n\tProcess writing<\/p>\n
Apply via company website ( ) or<\/p>\n
myhcm.wd3.myworkdayjobs.com<\/p>\n
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