Job description

As a Customer Relations Officer you’ll handle customer complaints raised within William Hill, Mr Green and 888 via customer and senior management. You’ll be used to dealing with sensitive customer situations, including those associated with Safer Gambling, as well as providing information and suggested improvements for the business if we’ve acted incorrectly.You’ll manage complex complaints and take total ownership, highlighting any potential issues or trend to your seniors. You’ll be happy to liaise with stakeholders at all levels, providing guidance around process improvements. Making decisions regarding complaints in a balanced way and you’ll complete root cause analysis on all complaints to avoid us making the same mistake again. As well as complaint handling, you will assist with tasking other areas around the business, such as legal or mental capacity and deceased concerns.
What you will be doing:
• You will have the responsibility of handling Low Risk and Medium Risk complaints, which come directly from the customer or transferred from another department or senior executives within the business. Which will include handling all English-speaking complaints across all brands, 888, William Hill and Mr Green. • You will maintain workload and monitor your KPI and targets to hit each month and prepare for weekly meetings to discuss root cause analysis and suggest improvements within the business. You will also be required to feedback to relevant departments should this be necessary.
Who we are looking for:
• Ability to independently review a complaint and come to an impartial and balanced decision. • Excellent attention to detail and being able to prepare fact finds is a necessity. • The ability to work proactively and on your own initiative. • Good communication skills to be able to contact a customer via phone, should this be necessary and requested, as well as email communication. • Excellent team and stakeholder management and communication skills. • A passion for seeking resolution and improving customer services and other areas of the business. • An awareness of GDPR and keeping our customers data safe and secure. • The ability to work under pressure and be resilient when dealing with conflicting priorities and sensitive situations. • Any industry experience would be an advantage with an understanding of Safer Gambling and the tools we offer
What we offer:
Our roles offer more than just a job, you’ll become part of the evoke family! We have created an environment where our people can thrive. Check out some of the fantastic benefits on offer:
• Financial: Competitive salary and bonus schemes. • Hybrid working: Our employees can work from home up to 40% of the time with 60% of office time built in to ensure we get some face-to-face collaborative team time - and the chance for a coffee and a catch-up! • Paid Time Off (Service incentive leave): You’ll be entitled to 30 days leave on an annual basis, and an extra day for your birthday. • Health & wellbeing: Tools and services to help support your well-being, including support with mental health and financial education. • Healthcare: We prioritise your health and well-being, offering comprehensive healthcare benefits.
More about evoke
We’re a business that embraces change and progress. The power behind big name brands William Hill, 888 and Mr Green, evoke is the new name for 888 Holdings. Marking a new sense of purpose, direction and ambition for the business, there couldn’t be a more exciting time to join us as we accelerate our journey to bring even greater delight to our customers. That’s the future. That’s evoke. At evoke, you’ll benefit from flexibility and a culture built on trust. We’ll give you the space to be yourself and the tools you need to protect our customers while they play. We’ll invest in your future to help you develop your unique strengths and build a career that’s right for you.
Apply
At evoke, we prioritize diversity, equity, and inclusion for the benefit of our company, employees, and communities. We foster a welcoming and safe workplace that values all forms of diversity and provides opportunities for growth. Sound good? Then you belong at our place! The first step in the recruitment process is kickstarting your application, followed by an initial screening call and an interview stage.
Apply today to kickstart your application with the evoke Family!