Customer Service Advisor

Rank Interactive, the digital arm of the Rank Group plc, stands as a leading global digital gaming company fueled by top-tier talent and technology. Recognised through iconic brands, our products and our people, we bring entertainment to millions of people worldwide on various devices daily.

Operating with a multi-branded strategy, we offer online entertainment, bingo and slot gaming, along with a social gaming mobile experience, using a mix of proprietary and licensed software.

With offices in the UK, Gibraltar, Mauritius & South Africa and being part of a group with approximately 8,000 employees globally; we unite people and entertainment across diverse digital channels.

Joining our high-performing and inclusive culture, you'll instantly become part of a team supporting our customer-facing initiatives.

We are looking for experienced Customer Service Advisors to join our growing Customer Service team! 

We are seeking passionate and enthusiastic individuals to join our dynamic team as the first point of contact for our valued customers. If you thrive in a fast-paced environment, love helping others, and are committed to providing exceptional service, then this is the perfect opportunity for you!

As a Customer Service Advisor, you’ll be the go-to person for resolving customer concerns and helping our players get the most from our products. Prior customer service experience is required and ideally you will have contact centre background as this will help you integrate quickly and complete the below daily tasks:

• Resolve customer queries by telephone, email or chat with a positive and service-oriented attitude
• 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
• Personalise each interaction to boost satisfaction and promote new deals to build brand loyalty
• 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
• Coach customers to self-serve with the aim to enhance customer experience and value
• Actively engage players with new deals, offers or games to drive brand loyalty
• Maintain a positive, empathetic, and professional attitude toward customers at all times
• De-escalate difficult situations involving unhappy customers by offering patient assistance and support
• Protect vulnerable customers from gambling related harm by enforcing safe gambling protocols
• Identify behavioural red flags by leading safer gambling conversations with players
• Promptly escalate incidents internally where necessary to ensure resolutions are reached promptly
• Proactively keep up to date with business processes and procedures, including GDPR regulations and LCCP conditions
• 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
• Make recommendations to the leadership team and present findings from quality observations

• Excellent English written and oral communication skills is a must
• Previous experience in a customer service orientated role is required
• Customer focus and able to deliver practical solutions
• Comfortable to deal with inbound and outbound customer queries
• Active listening and problem-solving skills
• Proven team player with the ability to be self-motivated and work on own initiative
• Highly organised and structured
• Flexible and can respond to changing environments.
• Ability to learn new skills and retain information effectively
• Ability to multitask with attention to detail and the ability to prioritise
• Good mastery of Microsoft Office tools
• SC / HSC / Diploma or relevant Customer Service experience
• iGaming knowledge of Sports, Bingo and Slot games will be advantage

#LI-Onsite

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.