Complaints Team Lead 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.
• Reporting to the Customer Care Team Operations Manager, the role of the Complaints Team Lead will be to manage and maintain an efficient and highly skilled Complaints Team.
• This challenging position requires a compliment of exceptional skills and business acumen. 
• Constant communication with Compliance and various stakeholders in Cape Town and the UK, will be required to discuss decisions made and actions taken. 
• A portion of the working environment for which you are accountable may be operating outside of normal business hours and you will need to be available for advice, direction and queries, if required. 

What you’ll be doing

As part of your role, your responsibilities will include:

People Management

• Team Performance Management: Ensure team members maintain high performance and foster a positive working environment.
• Knowledge Transfer: Align and update team members on processes and regulatory requirements.
• Quality Control: Review customer responses to maintain high standards and compliance with complaints handling processes.
• KPI Management: Design, measure, communicate, and manage team KPIs.
• SLA Compliance: Ensure SLAs are met as per regulatory requirements for each market/license.
• Reporting: Maintain up-to-date reports, including performance and behavioural reports, daily.
• Monthly Team Meetings: Organise regular meetings with the team.
• Honest Feedback: Provide constructive feedback to team members consistently.
• One-on-One Sessions: Conduct monthly catch-up sessions with each team member to discuss objectives and performance.
• Roster Management: Ensure adequate team coverage for shifts.
• Leave and Performance Management: Use Workday to manage team members' leave and performance.
• Recruitment Interviews: Conduct individual and group interviews as part of the recruitment process.
• Performance Appraisals: Manage and log team members' appraisals on Workday.

Coaching & Development

• Ensure all team members are developed and perform optimally – use of WATT sessions, one on one and group/team settings.
• Ensure provision of tools and resources to ensure optimally skilled team members that thoroughly understand the business and all relevant metrics when dealing with customers.
• P2P QA Process: You are 100% accountable to drive this process with your teams – get buy-in
• QA – Review both pro-actively and re-actively as per the process to drive consistency with quality.
• Assist with team member coaching and development

Workflow Management

• Assign team tasks based on workload and priorities
• Ensure that stakeholders are advised on any operational issues
• Be in constant communication with the Responsible Gambling, Compliance and other relevant stakeholders.
• Constantly review tools and methodology used, to ensure an efficient and professional team
• Compile reports on progress and workloads – weekly/monthly/quarterly
• Inform relevant MDM’s and stakeholders of complaints/ concerns relating to High Value accounts and or any trends noted which may impact the Region or department
• Adhoc duties/requests that may be identified and required from time to time

Operational Management

• Ensure High-level emails are attended to by ensuring a detailed response is provided to stakeholders
• Ensure all Complaints Team process documents are up to date.
• Manage requests and provide feedback to Auditors when required.
• Manage complaints reporting ensure deadlines are met.
• Ensure that operational issues are resolved and that items logged with IT are prioritised
• Ensure that IT operational issues are handled in an effective manner, using defined protocols
• 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:

• Strong verbal and written communication skills, with the ability to convey complex ideas clearly and effectively
• Experience working collaboratively in cross-functional teams, with a focus on achieving shared goals
• Expertise in managing multiple projects simultaneously, with a track record of delivering on time and within scope
• Exceptional attention to detail, ensuring high standards of quality in all outputs
• Ability to adapt quickly to changing environments and priorities, maintaining effectiveness in dynamic situations
• Leadership Experience: A proven track record of a min 12 months in leading and managing a team, including setting objectives, providing coaching and development, and effectively managing performance.
• Communication Skills: Exceptional written and verbal communication skills to effectively engage with team members, and stakeholders at all levels.
• Regulatory Awareness: Knowledge and understanding of relevant regulations, compliance requirements, and industry standards pertaining to complaints management.

Desirable skills you’ve got up your sleeve

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

• A degree / diploma qualification (legal, accounting fields are relevant)
• In-depth knowledge of sports betting markets, including odds calculation, betting types and market trends
• Previous experience in the online gaming or casino industry, with a strong understanding of player behaviour and industry regulations
• Familiarity with gambling regulations and compliance requirements in various jurisdictions, ensuring adherence to legal standards
• Experience in developing and executing customer retention strategies
• Problem-Solving: Proven ability to handle complex complaints and find effective solutions, as well as the ability to coach team members on effective problem-solving.
• Analytical Skills: Strong analytical and critical thinking skills to identify trends, root causes of complaints, and opportunities for process improvement.
• Adaptability: The ability to adapt to changing priorities, customer needs, and business demands.
• Team Player: Ability to collaborate effectively with other teams and departments, and foster a positive team environment.
• Continuous Improvement: A commitment to continuous improvement, with a focus on enhancing customer satisfaction and operational efficiency.

Our values are non-negotiables

Our culture is underpinned by core values that are linked to key behavioural competencies. Along with the below behavioural competencies, these are essential for all employees in order for you to embed in and drive our culture forward.

These competencies are:

• Initiative
• Resilience
• Stakeholder Management
• Quality Focus

What you’ll get back

We offer a great variety of personal and professional benefits to help you thrive at DigiOutsource and Super Group. This includes:

• We’re dedicated to your supergrowth. Our comprehensive learning and development programmes give you a range of resources and opportunities to expand your skills and advance your career.
• Your hard work and achievements won’t go unnoticed. Our innovative Performance Tool ensures you receive regular, constructive feedback, helping you to continuously improve and reach your full potential.
• Our Employee Assistance programme offers a variety of benefits which you and your family can benefit from.
• Free Daily Meal
• Free Massages On-site
• Free On-Site Gym
• Group Life Cover
• Funeral Fund Benefit
• Financial Services Assistance
• Employee Assistance Programme
• Curro School Fees Benefit
• Income Continuation Benefit
• Leadership Training
• Referral Bonus
• Medical Aid Subsidy
• Free Sleep Coaching
• On-site Barista
• Retirement Annuity Subsidy