Job Description

The Bingo Rewards and Casino High Value Customer (HVC) Service Administrator role is the perfect opportunity for an enthusiastic driven candidate to work for the Rewards & HVC Division of Rank Interactive.

The role will be to predominantly support the Rewards & HVC executives manage rewards and high value customer accounts and assist the HVC Account Manager in the retention, reactivation and acquisition of casino HVC players for Rank Interactive.

Delivering outstanding customer service to our Rewards & HVC customers is a critical strategic capability for driving responsible revenue across the business and as such your role will require you to work on several outbound projects, which will involve but not be limited to, reactivation, retention, acquisition, safer gambling, customer verification support and promotional campaigns.

The role will report into the HVC and Rewards Team Lead.

Main Accountabilities and Responsibilities

• This role includes responding to all Rewards & HVC queries in a timely and professional manner
• Work across multiple products, with a focus on bingo, slots, casino, games and sports
• Liaising with high value clientele through email, phone, live chat and account messaging on a daily basis
• Develop good rapport with profitable/ high value or loyal rewards customers in order to reactivate, retain and acquire their play
• Daily contact with players including inbound queries and complaints with an aim to resolve the issues asap
• Ensure that target and service levels are maintained, and quality control procedures adhered to
• Liaising with various teams on a daily basis such as Fraud & Payments, CRM, Customer Service and those based in other locations
• Monitoring customer spend and holding Safer Gambling conversations when needed. Be aware of safer gambling guidelines, and act as an ambassador for safer gambling ensuring the business meets its own requirements to be a responsible operator, adhering to specified compliance and license policies and regulations
• Assist the Customer Verification Team when required for any Enhanced Due Diligence needs
• To meet targets against productivity, quality and KPIs set by the team leader

Working days: Monday to Sunday; 3 weekends off

Working hours: From 11:00 to 20:00; From 15:00 to 00:00

Qualifications

Knowledge, Expertise and Qualifications

• Strong customer service skills
• Proven knowledge and or experience of bingo/gaming/casinos
• Knowledge of customer service and retention
• Proficient in Microsoft Excel, Word and Outlook
• Excellent time management and organizational skills

Personal Qualities

• High self-discipline with strong independent organizational skills and results orientated
• Strong interpersonal skills
• Prepared to go the extra mile when required
• Ability to remain professional and productive whilst under pressure
• Excellent communication both written and oral
• Enthusiastic team player with the drive to work independently
• Outgoing personality with a ‘can do’ attitude
• Ability to come up with ideas/concepts and suggestions/improvements

Additional Information

What’s in it for you we hear you ask? 

Join us to unlock benefits and opportunities that will boost your career journey in a vibrant, inclusive and fulfilling work environment – so you can #BeYourself

Wellbeing@Rank is important... From hybrid working and colleague support networks to menopause support and weekly PepTalks, we’re here for you.  

We’ll also invest in your growth by providing development opportunities, leadership training and cutting-edge industry certifications so you have the tools and resources to help you work, win and grow with us. 

Immerse yourself in new cultures and gain international exposure through our global business. Collaborate with colleagues from around the globe.  

From pensions to bonus schemes, and private medical insurance to life insurance – we've got you covered. 

*Our benefits vary by brand and/or location. Please have a chat with your local Talent Acquisition specialist to find out what’s in place in your location.    

The Rank Group are committed to being an inclusive employer, ensuring that we better understand and meet the needs and requirements of our candidates and customers. 

We aim to do this by facilitating fair and equal access to our services. If you require a reasonable adjustment to be made, please reach out to let us know ahead of your interview.