Complaints Specialist at DigiOutsource

Who we’re looking for

• We’re on a thrilling journey of growth and innovation, and we need passionate, driven individuals to join us. At DigiOutsource, every day is action-packed, and we expect you to bring your A-game. In return, you’ll find a supportive environment where your skills can flourish and your career can soar.
• Ready to become a game-changer? Supercharge your career with us and be part of something extraordinary.

Why we need you

• We’re on a mission to create extraordinary experiences for our customers, and we believe that your unique skills, passion and Superdrive will help us achieve our vision.
• The Customer Care - Complaints Team is looking for a suitable candidate, who is energetic, dedicated, proactive, adaptable and a team player. This is a good opportunity for someone who is seeking a greater challenge and who would enjoy working in a dynamic, highly motivated and performance driven team. The successful candidate will be reporting to the Complaints Team Lead.
• The department is responsible for addressing and resolving customer complaints in a timely and professional manner, that adheres to the regulatory requirements of the markets we support.
• The team works to ensure that all customer complaints are investigated fully, that we liaise effectively with the relevant departments in gathering information and solving their concerns; and that we provide feedback in a customer focused manner.

What you’ll be doing

As part of your role, your responsibilities will include:

• Investigate in detail, all delegated complaints received within agreed SLA’s.
• Assign new complaints received via all channels daily.
• Assess, communicate, and delegate all complaints to the correct departments for feedback.
• Work in collaboration with other departments, to provide solutions and resolutions to received complaints and to ensure compliance with agreed SLA’s.
• Provide articulate, professional and customer focused responses – with first time resolution in mind always.
• Keep the internal complaints tracking tool up to date, always.
• Adhere to the outlined complaints handling processes, procedures, and recommended improvements.
• When relating to the complaints process, provide compliance and process direction to all departments, to ensure continued adherence to regulatory obligations and industry standards relating to online gambling.
• Assist with internal and external audits when requested.
• Assist with ad-hoc reporting.
• Provide feedback related to issues highlighted during the handling of complaints, as well as any policy or procedural updates, to the business.

This job description is not intended to be an exhaustive list of responsibilities. You may be required to complete other reasonable duties in order to achieve business objectives.

Essential skills you’ll bring to the table

The necessary skills that we require for this role include:

• Minimum 2 years' experience in a Customer Service centric, Complaints Handling or Regulatory Compliance roles.
• Holds a degree, diploma, or certification in Law, Business Administration, Communication, Public Relations, Consumer Protection, Compliance, Risk Management, or a related field.
• Excellent written and verbal communication skills  -  ability to write clear, professional, and empathic responses
• Proficient in identifying root cause and contributing factors when conducting objective and independent investigations
• Sound judgement and decisiveness

Desirable skills you’ve got up your sleeve

It would be great if you also have some of the following skills:

• Knowledge & exposure to compliance, risk and fraud, and responsible gaming practices
• A solid understanding of sportsbook and casino related queries
• Ability to differentiate between Compliance vs Commerciality
• Working knowledge of Excel
• Process writing