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The Rank Group
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Sheffield, South Yorkshire
Administrator
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Job Type: Full-time |
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Overview
Company Description Rank Interactive is the name behind grosvenorcasino.com and meccabingo.com. At our Sheffield based customer solutions hub we manage contacts from our valued digital customers in teams ranging from Inbound to VIP and Fraud. We look for ambitious, focused and energetic individuals to work in our RI family. We are big on culture and being a great place to work. Our office is open 24/7 Most roles will require shift work; between 7am and 10.30pm depending on the team. So if you are looking for a regular 9 to 5, we aren't going to be the right place for you. Job Description Our VIP team need a solid administrator, preferably with a background in customer service and hospitality, to support our busy VIP Account Managers. The working hours will be on a 4 week rota with shifts covering Monday - Sunday, 9am - 8pm. As part of your role, we will develop you to: Work across multiple products, with a focus on casino, games, sports and poker Liaising with high end clientele through email, phone, live chat and account messaging on a daily basis Develop good rapport with profitable VIP & level 2 customers in order to reactivate, retain and acquire their play Have daily meaningful 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 undertake weekly reporting as requested by the Account Manager on a specific segment of players Liaising with various teams on a daily basis such as Fraud & Payments, CRM, Customer Service and those based in Gibraltar Monitoring customer spend and holding Safer Gambling conversations when needed. Be aware of responsible 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 Work with our retail clubs to promote cross channel to our customers To meet targets against productivity, quality and KPIs set by the VIP Team Manager Qualifications Experience of looking after high-end clientele. Strong customer service skills. Proven knowledge and or experience of gaming/casinos. Knowledge of customer service and retention. Proficient in Microsoft Excel, Word and Outlook. Prepared to go the extra mile when required. Ability to remain professional and productive whilst under pressure. Excellent communication both written and oral. Strong interpersonal skills. Excellent time management and organisational skills. 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 and follow these through to implementation. Additional Information The working hours will be on a 4 week rota with shifts covering Monday - Sunday, 9am - 8pm.