Bingo Rewards and Casino High Value Customer Service Administrator

  • SRG Services Limited Ground Floor & 5th Floor Standard Chartered Tower, Lot 19 Cybercity, Mauritius
  • Full-time

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.

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. 

Job Description

The Bingo Rewards and Casino High Value Customer (HVC) Service Administrator role is the perfect opportunity for an enthusiastic driven candidate to work for the Rewards & HVC Division of Rank Interactive.

The role will be to predominantly support the Rewards & HVC executives manage rewards and high value customer accounts and assist the HVC Account Manager in the retention, reactivation and acquisition of casino HVC players for Rank Interactive.

Delivering outstanding customer service to our Rewards & HVC customers is a critical strategic capability for driving responsible revenue across the business and as such your role will require you to work on several outbound projects, which will involve but not be limited to, reactivation, retention, acquisition, safer gambling, customer verification support and promotional campaigns.

This role will also include responsibility in responding to all Rewards & HVC queries in a timely and professional manner.

  • Work across multiple products, with a focus on bingo, slots, casino, games and sports
  • Liaising with high value clientele through email, phone, live chat and account messaging on a daily basis
  • Develop good rapport with profitable/ high value or loyal rewards customers in order to reactivate, retain and acquire their play
  • Daily 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
  • Liaising with various teams on a daily basis such as Fraud & Payments, CRM, Customer Service and those based in other locations
  • Monitoring customer spend and holding Safer Gambling conversations when needed. Be aware of safer 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
  • To meet targets against productivity, quality and KPIs set by the team leader

Qualifications

  • Strong customer service skills
  • Proven knowledge and or experience of bingo/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
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