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The Rank Group
,
Sheffield, South Yorkshire
Complaint Analyst
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Job Type: Full-time |
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Salary: £15,000 per annum |
Overview
Company Description The Rank Group is growing rapidly within both our Venues and Digital businesses. If you’re not sure who we are, you may be more familiar with us through our iconic brands; Mecca Bingo and Grosvenor Casino. We have most recently acquired Stride Gaming, which, together with our existing Digital business, forms Rank Interactive. We employ circa 8,000 people globally, with our UK office functions being located in Maidenhead (Head Office), Sheffield (Customer Solutions Hub), London (Digital) and a further office in Gibraltar, which is home to our existing Rank Digital function. We are evolving as a business and are adding some exciting new brands and concepts to our venues and digital offering. By joining an office-based or operational function with us, you’ll instantly be part of a high-performing and inclusive culture, which works closely to support our Customer-facing teams. Job Description Working within a high pace, dynamic team utilising all contact centre channels, the Complaints Analyst and 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 both excite and entertain. Complaints Analyst will be responsible for complaint resolution and will proactively communicate with customers to resolve complaints within 10 working days. This role will also provide opportunities to develop Team Leadership Skills and is considered as the first step into the Team Management development programme. Complaints Analyst will be an ambassador for the Customer Solutions Hub and a role model for all. The role will require the individual to be proactive in being up to date on LCCP and GDPR regulations. The main elements of this role are handling inbound and outbound customer contact, alongside supporting and assisting the Leadership Team. The role duties may be required of the Complaints Analyst at any time and so flexibility, knowledge and experience is a key requirement. Across the contact channels the Complaints Analyst will: Demonstrate understanding of the Retail brand and Customer service expectations to understand what 'special' means Act as a Brand Ambassador to represent the Retail Brand & understands 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 make recommendations on how to improve procedures and policies for the business. Demonstrate a high level of competency with regards 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 process and procedure, including GDPR regulations and LCCP conditions A keen eye for detail is essential The Complaints Analyst will be measured on the following, along with other KPI’s Demonstration of living the Company Values; Service, Teamwork, Ambition, Responsibility and Solutions timekeeping/adherence Accuracy and attention to detail Compliance QA The Complaints Analyst will also perform the following duties: Thorough investigations across all brands and channels - providing a 360 view of a customer Writing customer facing letters and clear responses, delivering important information verbally Collaborate across all levels and functions of the business Provide details reporting and analysis Actively promotes products and shares product knowledge within CSH Understands and promotes multi brand/ multi channel Keeping up to date on business process 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