Bingo Rewards & Casino HVC Administrator

Main Accountabilities and Responsibilities  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. Working hours: From 11:00 to 20:00/; From 14:00 to 23:00/ 15:00 to 00:00. 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.