The Rank Group are known through our iconic brands; Mecca Bingo and Grosvenor Casinos. We employ almost 11,000 people across our brands, in roles ranging from Casino Croupiers, Poker Dealers, Chefs and Bingo Club Callers, through to specialists in Marketing, Property, Finance, Law and Human Resources and many more. We are a multi-channel business, operating across our retail (club and casino venues), online and mobile. We are always changing and always innovating.

Our Customer Solutions Hub is based in the heart of Sheffield, with beautiful views of Victoria Quays and easy access to the town centre. We’re proud of the environment we’ve created and unlike other Contact Centres, we offer a culture of learning, development and fun.

Are you looking to work outside of the normal Monday to Friday, 9 to 5? Are you a friendly and enthusiastic person? Do you have great communication skills and a passion for excellent customer service?

Whatever your background, we’re in search of motivated, driven and ambitious individuals to join our team on a full-time basis. We have rotational shifts available to fit around your personal life/studies. Please note; these roles are available on a full-time basis.

Due to our ever-increasing Customer-base, we are now looking for several Quality Champions to be based in our lovely Sheffield Office.

What you’ll be doing:

• Monitor, review and feedback customer contact, complaints and quality analysis interactions 
• Escalate immediate quality monitoring concerns to the Quality Manager and Line Manager.
• Compile feedback on a weekly basis on general customer feedback or trends identified
• Provide input into briefings and other feedback mechanisms including presentations.
• Provide regular feedback to the Learning and Development Manager for FAQs, weekly briefings and induction training.
• Contact customers who have provided a negative score or commentary and work to improve relationship and rectify potential issues
• Contact customers via email to acknowledge positive feedback
• Proactively contact Retail or Digital customers if we have been made aware they have had a poor experience
• Update appropriate trackers and feedback mechanisms as defined by the line manager.
• Provide feedback on potential process or customer journey improvements.
• Maintain department visuals celebrating positive customer feedback
• Support the operation with coaching focused on behaviours and language based on analysis of feedback.
• Work with the venue Management team to address retail complaints and provide the appropriate outcome.
• Act as a Brand Ambassador to represent the Retail Brand
• Objectively investigate customer complaints and provide appropriate outcome, taking into consideration, business needs and SG concerns.
• Liaise with key shareholders to gain deeper understanding of company and processes
• Produce on the day templates/guidance for champions to be able to respond to issues at the first point of contact.

• Excellent communication and conversational skills
• An enthusiastic and friendly approach
• Previous Customer Service experience, either face to face or over the phone
• Ability to use new systems and technologies
• Evidence of complaint management and delivering improvements in service and quality.
• Analytical experience

In return, you’ll go through our induction training, where you’ll learn how to become a fully-fledged Quality Champion, you’ll be part of an incredible culture, which offers fun, learning and development and you’ll get to work for one of the biggest brands in Entertainment and Gaming.

If you’d be interested in joining the Rank family, please get in touch and we can talk through the options available to you. 

To find out more information, follow us over on LinkedIn!

Rank Group & Rank Interactive