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.

Working within a high paced, dynamic team utilising all contact centre channels, the Complaints Analyst and will provide outstanding customer service and build rapport with customers, creating trust and presenting a credible, reliable and customer-centric image of the company which will both excite and entertain.

Complaints Analyst will be responsible for complaint resolution and will proactively communicate with customers to resolve complaints within 10 working days.

This role will also provide opportunities to develop Team Leadership Skills and is considered as the first step into the Team Management development programme.

You will be an ambassador for the Customer Solutions Hub and a role model for all.

The role will require the individual to be proactive in being up to date on LCCP and GDPR regulations.

The main elements of this role are handling inbound and outbound customer contact, alongside supporting and assisting the Leadership Team. The role duties may be required of the Complaints Analyst at any time and so flexibility, knowledge and experience is a key requirement.

Across the contact channels the Complaints Analyst will:

• Demonstrate understanding of the Retail brand and Customer service expectations to understand what 'special' means
• Act as a Brand Ambassador to represent the Retail Brand & understands the Brand values
• Build relationships based on trust and honesty with customers and colleagues alike
• Understand fully and comply with the key objectives of the Gambling Commission and GDPR to be fully aware of responsibilities regarding Social Compliance and harm prevention
• Contribute to a continual enhancement of customer service, by providing root cause analysis and make recommendations on how to improve procedures and policies for the business
• Demonstrate a high level of competency with regards to the Contact Centre systems, company policies and procedures
• Make recommendations to the Leadership Team and present findings from quality observations
• Proactively keep up to date with business processes and procedures, including GDPR regulations and LCCP conditions
• A keen eye for detail is essential

• Excellent communication and conversational skills with an enthusiastic and friendly approach
• Ability to create trust and excellent persuasive and influencing skills
• Excellent written skills in order to provide clear and concise responses in both email and letter
• Previous experience using Salesforce essential
• GDPR conscious
• Excellent IT skills and ability/capability to use multiple customer contact systems and good proficiency with Microsoft office

Service:

• Outgoing, friendly and energetic, with a positive attitude/approachable manner and totally customer focused
• Confident in speaking to all levels of the customer both internal and external
• Able to clearly deliver a message. Communicates effectively in informal and formal settings

Team Work:

• A passionate and motivated team player, you enjoy a dynamic and diverse working environment
• You actively contribute to your team’s success by consistently meeting and exceeding targets, and support and encourage your peers in doing so as well

Ambition:

• Highly resilient, driven and committed
• Innovates and looks for opportunities to improve customer experience and maintains high quality in all interactions with customers