Complaint Handler

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.

We receive complaints from across the business and external sources some of which could carry a financial or reputational implication for the business. How we manage these cases can affect that outcome so we work together as a team to provide the best customer journey and solution; to fit the needs of the customer and the business.

Youll work with important partners 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. An important part of this will be to look at the cause of the complaint and feedback to the business to promote continuous Improvement; something important to Entains ethics and strategy.

What you will do

• Accept log investigate and respond to complex cases; including escalation within the business
• Liaison with outside agencies such as IBAS to manage issues and report back recommendations to the wider business
• Work within the Service Level Agreements and Indicators 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 record-keeping for all customer contacts for audit purposes
• Remain current on all sports and gaming services products and tools to ensure all customer queries can be answered and following our strategy
• Produce reporting to support compliance and our goals
• Provide training to new starters within the team
• Be a Subject Matter Expert (SME) to ensure that operational procedures policies and regulations are correctly implemented and followed across the business

Qualifications :

Essential:

• Experience handling and responding to complex complaints or regulatory queries
• Excellent written skills including composition language and tone
• Manage and prioritise important tasks with a focus on delivering them within agreed deadlines
• Remain calm respectful and unbiased when providing the service of dispute/conflict resolution
• Produce accurate and detailed information
• Experience in either the gambling industry or a similarly regulated market
• An understanding of the importance and influence of regulatory requirements
• A working knowledge of how to expedite business tasks through the use of AI tools

Additional Information :

Benefits

At Entain we know that signing top players requires a great starting package and plenty of support to inspire you. Join us and a great compensation package is just the beginning. You can expect to receive benefits like:

• A regular bonus and great pension.
• 25 days annual leave and all Bankholidays.
• Extra paid leave including wellbeing and development days.
• Life assurance and Income Protection.
• Private healthcare and wellbeing support.
• A stake in our success through our ShareSave scheme.

Equal Opportunities.

If you need any reasonable adjustments at any stage of the recruitment process please contact us and well support you.

Were committed to creating a diverse equitable and inclusive workplace where everyone feels valued respected and able to be themselves.

Were an equal opportunities employer. We welcome applications from everyone and we do not discriminate based on age disability gender or gender reassignment pregnancy or maternity race religion or belief sexual orientation marriage/civil partnership or any other basis.

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 :

No

Employment Type :

Full-time

Experience: years
Vacancy: 1