Complaint Handler, Entain
+ A regular bonus & ShareSave scheme
Sports betting and gaming entertainment provider
Posted today
Sports betting and gaming entertainment provider
1001+ employees
Posted today
+ A regular bonus & ShareSave scheme
1001+ employees
Company mission
To lead the change in sports betting, gaming and interactive entertainment.
Role
Who you are
- Previous experience of handling and responding to escalations, complaints or regulatory queries
- Excellent written skills, including composition, language and tone
- Ability to work under pressure, manage and prioritise key tasks, with a focus on delivering them within agreed deadlines
- Strong interpersonal skills, with the ability to develop collaborative relationships with both internal and external stakeholders
- Able to remain calm, tactful, respectful and unbiased when providing the service of dispute/conflict resolution
- Able to produce accurate and detailed information
What the job involves
- As a Complaint Handler you will be responsible for You'll work closely with key stakeholders 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
- A key part of this will be to look at the root cause of the complaint and feedback to the business, to allow for continuous Improvement; something key to Entains' ethics and strategy
- Reporting to the Customer Escalations Manager you will be part of the Customer Protection, who 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
- Accept, log, investigate and respond to complex cases; including escalation within the business where appropriate
- Liaison with outside agencies, such as IBAS, in order to effectively manage issues and report back recommendations to the wider business
- Work within the SLA’s and KPI's 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 effective record-keeping for all customer contacts for audit purposes
- Keep abreast of all sports and gaming services, products and tools to ensure all customer queries can be answered effectively and in line with the business strategy
Salary benchmarks
Our take
Entain stands as a prominent global player in the sports betting and gaming industry, operating within the expansive realm of entertainment. Engaging in diverse facets of sports betting, gaming, and interactive entertainment, the company boasts ownership and management of a varied portfolio featuring renowned brands like Bwin, Coral, Foxy, and Ladbrokes.
At the core of its services, Entain facilitates sports betting, enabling users to wager on a multitude of sporting events. Additionally, the company offers an array of gaming services encompassing casino games, poker, and various interactive entertainment options. Leveraging advanced technological capabilities, Entain is uniquely positioned to deliver an unparalleled and sophisticated user experience.
The company's strategic prowess is evident through key partnerships, notably with MGM Resorts International, exemplifying its concerted efforts to establish a significant presence in the US market. Entain continues to navigate industry complexities, underpinned by its diverse brand portfolio, cutting-edge technology, and strategic collaborations.
Kirsty
Company Specialist at Welcome to the Jungle
Insights
48% female employees
Company
Company benefits
- Private medical insurance
- Pension Scheme
- Sharesave Scheme
- Paid subscription to the mental wellbeing app Unmind
- Entain & Enhance days – 2 paid days off to focus on you professional or personal development
Company values
- Do what’s right
- Go beyond
- Keep it Simple
- Win together
Company HQ
Stratford, London, UK
Articles
Leadership
Stella David
(CEO)Diversity, Equity & Inclusion at Entain
- Levelling the playing field. At Entain we do what’s right. It’s one of our core values. Which is why we’re taking the lead when it comes to creating a diverse, equitable and inclusive future - for our people, the wider sports betting industry, and society beyond. Our purpose at Entain is to bring moments of excitement into people’s lives. But none of this would be possible without our people working at their best. To achieve that, we’re creating an environment where everyone can feel psychologically safe, included and heard. Where being accepted for who you are is a given. Here, we celebrate individual differences, and make sure everyone is supported, and empowered, to thrive.
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