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.

As a Customer Champion, you will be the first point of contact and you will use precise communication skills to answer incoming interactions and handle customers’ requests, complaints and other general information questions. You will also use your investigation skills to resolve customer enquiries within the established SLAs. 

• Resolve customer enquiries by telephone, email or chat with a positive and service-oriented attitude
• Ensure responses are delivered to customers within agreed timescales
• Evaluate the nature of customers’ enquiry accurately and determine the appropriate action to be taken
• Analyse and interpret information given by the customer precisely
• Build sustainable relationships of trust through open and positive interactions with customers
• Ensure customer enquiries are clearly communicated to relevant Departments / third parties as per set procedure
• Follow through on customer cases
• Interact with inter-departments in a positive and service-oriented manner
• Apply systematic and logical thinking to solve complex issues
• Respect the confidential or sensitive nature of customer enquiries
• Be up to date with internal procedures, products, and current promotions
• Ensure to have intuitive understanding of systems tools
• Carry out administrative work and ensure correct information is displayed on all documents

• Very good written and oral communication skills in English is a must.
• Comfortable to deal with inbound and outbound enquiries
• Good Telephone etiquettes
• Very good Listening and Problem-Solving Skills
• Organization Skills
• Ability to retain information effectively
• Ability to adopt a rational approach to customer cases
• Reporting Skills
• Be service oriented
• Ability to maintain workflow on multiple ongoing tasks with attention to detail and ability to prioritize
• Previous experience in Customer service will be a definite advantage
• Good mastery of Microsoft office tools

Personal Qualities:

Service:

• Outgoing, friendly, and energetic, with a positive attitude/approachable manner and totally customer focused
• Able to clearly deliver a message. Communicates effectively in informal and formal settings
• Understands, anticipates, and recognizes different customer needs. Responds effectively and delivers excellent customer service consistently

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

Responsibility:

• Works in an orderly and methodical fashion. Able to organize and prioritize tasks effectively. Uses planning skills to accomplish goals.
• Able to demonstrate empathy and remain professional at all times
• Manages own behavior and performance through self-awareness and high personal standards. Maintains resilience under pressure. Open to feedback. Displays integrity empathy.

Solutions:

• Provides effective solutions and composes clear, concise written communication
• Flexible and able to adapt to changing circumstances, situations and working practices.

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

Hours of Work:  Monday to Sunday; 5 days out of 7 on shifts not exceeding 9 hours between 18:00-18:00