Bingo & Casino Rewards Administrator

Company Description

Rank Interactive, the digital arm of the Rank Group plc, stands as a leading global digital gaming company fuelled by top-tier talent and technology. Recognised through iconic brands, our products and our people, we bring entertainment to millions of people worldwide on various devices daily.

Operating with a multi-branded strategy, we offer online entertainment, bingo and slot gaming, along with a social gaming mobile experience, using a mix of proprietary and licensed software.

With offices in the UK, Gibraltar, Mauritius & South Africa and being part of a group with approximately 8,000 employees globally; we unite people and entertainment across diverse digital channels.

Joining our high-performing and inclusive culture, you'll instantly become part of a team supporting our customer-facing initiatives.

Job Description

• This role includes 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.

  Working days: Monday to Sunday; 2 Weekends off 

  Working hours: From 11:00 to 20:00; From 15:00 to 00:00 

Qualifications

• Knowledge, Expertise and 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 
• Excellent time management and organizational skills 

• Personal Qualities 

• High self-discipline with strong independent organizational skills and results orientated 
• Strong interpersonal skills 
• Prepared to go the extra mile when required 
• Ability to remain professional and productive whilst under pressure 
• Excellent communication both written and oral 
• 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 

Additional Information

Employees are responsible for the safety of themselves, their colleagues and guests (where appropriate), in line with the Group Health and Safety Policy (SP001) and the law. In particular, they must ensure that they follow safe working procedures for all work activities that they undertake, and they must not use any tools or equipment for which they have not been trained.  Where incidents do occur, they must ensure that they are reported to their line manager and must cooperate with any investigation as appropriate.

You’re probably wondering outside of a fun, exciting and varied role – what else do you get? You’ll get a fantastic salary combined with some leading benefits. Wellbeing@Rank is important to us too... From hybrid working and colleague support networks to menopause support and weekly PepTalks, we’re here for you.

We’ll also invest in your growth by providing development opportunities, leadership training and cutting-edge industry certifications so you have the tools and resources to help you work, win and grow with us.

Immerse yourself in new cultures and gain international exposure through our global business. Collaborate with colleagues from around the globe.

The Rank Group are committed to being an inclusive employer, ensuring that we better understand and meet the needs and requirements of our candidates and customers. 

We aim to do this by facilitating fair and equal access to our services. If you require a reasonable adjustment to be made, please reach out to let us know ahead of your interview. 

You’re probably wondering outside of a fun, exciting and varied role – what else do you get? You’ll get a fantastic salary combined with some leading benefits. Wellbeing@Rank is important to us too... From hybrid working and colleague support networks to menopause support and weekly PepTalks, we’re here for you.

We’ll also invest in your growth by providing development opportunities, leadership training and cutting-edge industry certifications so you have the tools and resources to help you work, win and grow with us.

Immerse yourself in new cultures and gain international exposure through our global business. Collaborate with colleagues from around the globe.

The Rank Group are committed to being an inclusive employer, ensuring that we better understand and meet the needs and requirements of our candidates and customers. 

We aim to do this by facilitating fair and equal access to our services. If you require a reasonable adjustment to be made, please reach out to let us know ahead of your interview.