Impress employers and recruiters.
Choose from hundreds of resume examples.

Impress employers and recruiters.
Choose from hundreds of resume examples.

Target Resume Now

About the Role

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. The team's priority is to treat customers fairly and provide the best service to support brand growth and trust.

Responsibilities

• Accept, log, investigate and respond to complex cases, including escalation within the business
• Liaise 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
• Provide feedback and root cause analysis back to the business to promote a culture of continuous improvement, resulting in better outcomes for our customers
• 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
• Produce reporting to support compliance and our goals
• Provide training to new starters within the team
• Act as a Subject Matter Expert (SME) to ensure operational procedures, policies and regulations are correctly implemented and followed across the business

Requirements

• Experience handling and responding to complex complaints or regulatory queries
• Excellent written skills, including composition, language and tone
• Ability to manage and prioritize important tasks with a focus on delivering them within agreed deadlines
• Ability to remain calm, respectful and unbiased when providing dispute/conflict resolution
• Ability to 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

Skills

• AI tools

Location

• UK

Work Type

• Full-time

Experience Level

• Not specified

Education Level

• Not specified

Salary/Compensations

• up to GBP 30000 - yearly

Benefits

• A regular bonus and great pension
• 25 days annual leave and all Bank holidays
• 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

About the Company

• Sports betting, gaming and interactive entertainment is changing, and we're leading that change by putting people first.
• We're pulling into pole position by pushing boundaries further with innovation and technology.
• We're committed to creating a diverse, equitable and inclusive workplace where everyone feels valued, respected and able to be themselves.

Equal Opportunity

• 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.