Complaint Handler

Company Description Sports betting, gaming and interactive entertainment is changing, and we're leading that change. By putting people first. By placing exciting, engaging and entertaining experiences at more fingertips than ever before. We're pulling into pole position by pushing boundaries further. With innovation. With technology. But most importantly, with people like you. Because when you join Entain, it's your game. So let's win together. Job Description The Escalations team manages Entain's 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; that's the team's 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. You'll 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 team's 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 we'll support you. We're committed to creating a diverse, equitable and inclusive workplace where everyone feels valued, respected and able to be themselves. We're 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