Job Description

The Customer Experience Executive will work within a high-paced, dynamic team utilising all contact centre channels. The individual will provide outstanding customer service and build rapport with customers, creating trust and presenting a credible, reliable and customer-centric image of the company, which will excite and entertain.

You will be responsible for complaint resolution and proactively communicating with customers to resolve customer complaints within SLA. The role includes handling inbound and outbound customer contact alongside supporting and assisting the leadership team.

The role will require the individual to be proactive with being up to date on LCCP and GDPR regulations.

Across the contact channels you will:

• Demonstrate an understanding of both our digital and retail brands, and customer service expectations
• Act as a Brand Ambassador to represent our brands & understand the brand values
• Build relationships based on trust and honesty with customers and colleagues alike
• Understand fully and comply with the key objectives of the Gambling Commission and GDPR to be fully aware of responsibilities regarding Social Compliance and harm prevention
• Contribute to a continual enhancement of customer service by providing root cause analysis and making recommendations on how to improve procedures and policies for the business
• Demonstrate a high level of competency with regard to the Contact Centre systems, company policies and procedures
• Make recommendations to the Leadership Team and present findings from quality observations
• Proactively keep up to date with business processes and procedures, including GDPR regulations and LCCP conditions
• A keen eye for detail is essential

Qualifications

• Excellent communication and conversational skills with an enthusiastic and friendly approach
• Ability to create trust and excellent persuasive and influencing skills
• Excellent written skills in order to provide clear and concise responses in both email and letter
• Previous experience using Salesforce essential
• GDPR conscious
• Excellent IT skills and ability/capability to use multiple customer contact systems and good proficiency with Microsoft office

Additional Information

#LI-MS1 #LI-Hybrid

You’re probably wondering outside of a fun, exciting and varied role – what else do you get? You’ll get a fantastic salary combined with some leading benefits. Wellbeing@Rank is important to us too... 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.

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.