Customer Experience Administrator - Edinburgh, United Kingdom - Fill My Vacancy

Fill My Vacancy

Verified Company

Edinburgh, United Kingdom

2 weeks ago

Posted by:

Tom O´Connor

beBee Recruiter

Description

Becoming part of our clients' Resolution team This is a fantastic opportunity to join a forward-thinking, dynamic organisation where they understand that people are their greatest asset. Perhaps that's why their team voted them one of the Sunday Times Top 100 medium sized companies to work for in 2019Their core values are fun, sharing, courageous and sustainable which are reflected in everything they do.

They recognise and reward hard work and performance, offering a variety of benefits and career progression opportunities.

This includes a generous pension and private healthcare scheme, an above average holiday allowance, discounted gym membership and freshfruit in the office they encourage you to spend two days each year volunteering with their charity partners and they are committed to investing 4% of salaries into training each year.

What they do? As one of the world's top fundraising private charity donors, giving back to good causes is their mission. They manage multiple society lotteries promoted by different charities supporting a wide range of causes. Since 2005, their players have raised morethan £1 Billion for thousands of charities and good causes locally and internationally.

Role Summary They currently have a vacancy within their Customer Experience department for a Customer Experience Administrator position. This is a fantastic opportunity to take a leading role in managing processes to help protect their vulnerable players whilst usingyour analytical skills to determine ways to further enhance their processes. You will provide support and guidance to their Customer Experience team to deliver the best possible service to their players.

You will work closely with their Social Responsibility steering group and all teams in CE whilst supporting the business in delivering their commitments to the Gambling Commission.

You will oversee all tasks in relation to Social Responsibility and implementingand maintaining data systems.

You will have a strong focus on trend analysis with a view to continuous improvement across their entire player journey.

You will be responsible for accurate reporting in all areas of social responsibility to the Legal & Complianceteam and the Senior Stakeholders.

Key activities:

Complete weekly, monthly, and quarterly reports to be delivered to Heads of Department, the wider management team and Novamedia board.
Liaise with Legal and Risk team to ensure all workflows regarding social responsibility are accurately reported to external parties
Understand and clearly provide information across all social responsibility areas, as well as areas of resolution such as complaints, SRRs and pay outs
Present relevant information and evaluation points to Social Responsibility Steering Group.
Manage, support and mentor a group of agents and delegate workload to ensure timely contact is made to vulnerable and potentially vulnerable players.
Design and deliver efficiency solutions for all areas of CE, including some that impact other areas of the business (events, DM, Process).
Maintenance and sustainment of Customer Experience SharePoint site, lists, libraries, and content. Manage and provide training on all new solutions rolled out.
Ensure effectiveness of processes through analysis of data and suggest enhancements or adaptations based on findings
Continually evaluate all social responsibility initiatives.
Deliver relevant and engaging training for new starts to improve knowledge and confidence on handling vulnerable player accounts.
Communicate with training team on SR updates and trainings.
Point of contact for SR queries, providing advice ensuring PPL act appropriately within Gambling Commission guidelines.

Required Skills:

Excellent written and verbal communications skills.
Ability to produce high quality documentation including reports for senior

stakeholders and the wider business

Excellent attention to detail and analytical skills with an ability to develop advice and support based on your analysis
Excellent time management with ability to provide accurate reporting within Service Level agreements for several processes
Understanding of SharePoint administrations
Good knowledge of Gambling Commission regulatory requirements and guidance

Personal Attributes: