Customer Support Shift Lead

About The Role

Role Purpose : To resolve all the escalated cases that were not resolved on the 1st line, by investigating accounts, using our back office tools and seeking assistance from 3rd parties as well as decision making to provide the customer with an acceptable and efficient resolution that meets the business needs and customer satisfaction.

Key Responsibilities :

• Navigate Back Office systems to locate reasons why an issue may have occurred and to find acceptable and satisfactory resolutions for the customer and business..
• Work collaboratively with other departments to ensure customer queries and complaints are resolved to the mutual satisfaction of both the customer and the business.
• Work under pressure and be confident in answering a wide range of complex customer enquiries.
• Write competent emails to update or provide the resolution to the customer which meet our business requirements at a high level of quality.
• Full compliance with Gambling Commission requirements and recognise social responsibility situations and how to handle them.
• Awareness / knowledge of current promotions, processes, products across all markets / brands.
• To run daily reports which include categorised cases including VIP and NVIP.
• Prioritise queues based on business impact.
• Record and feedback incorrect escalations using the tool provided.
• Effectively manage both new escalations and responses.
• Take ownership for own conduct and behaviour, demonstrating respect for self, assets and the digital environment.
• Work flexible 24 / 7 shift rota including weekends as required.
• Continually develop bookmaking, product knowledge and skills across all markets and opportunities.
• Carry out other additional duties as requested and when required.

Key Accountabilities :

Skills and Competencies :