Responsible Gambling Investigation & Complaints Coordinator

Posted 31 July by Paddy Power

Responsible Gambling Investigations & Complaints Coordinator

Role Summary

Reporting in to the head of RG Operations, the RG investigation & Complaints Coordinator is responsible for, and empowered to, investigate and resolve were possible customer complaints that have been escalated to the RG team Via Customer Support, Senior Management and external sources such as Solicitors and the Regulator. They will collaborate with other areas of the business to ensure that a full detailed picture of the customer journey is captured and presented in an understandable format.

Key Responsibilities

  • Orchestrate the PPB response to all RG queries from a number of sources.

  • Build a reporting framework that drives customer centric improvements in the RG space.

  • Work with Voice of the Customer and Customer Experience Teams to tell the customers story and remove Points of Pain

  • Manage the Senior management escalations process

  • Assist with developing one strong successor and develop this individual’s skills via coaching and expansion of experience and responsibility

  • Present to senior Ops Management on improvements/achievements on a quarterly basis

  • Highlight gaps in processes to drive continuous improvement

  • Follow up agent’s knowledge gaps to management to support improvements

The above responsibilities are not exhaustive and the post holder will be required to undertake such tasks as may reasonably be expected within the scope and expectations of the post.

Essential Skills & Experience

  • Proven investigative skills in relation to customer risk I.E. Fraud, AML and Responsible gambling.

  • An Excellent communicator to all levels both internally and externally

  • Ensuring both the company and its employees understand the customer feedback and what is being carried out to improve their experience.

  • Improving the transfer of best practice knowledge.

  • Maintaining a continuous focus on the customer and the customer experience

  • Creative / Innovative problem solving including identifying additional sources of feedback

  • Essential when trying to understand the data and to develop creative solutions as well as “quick wins”.

  • Maximises the value of all available data

  • Motivator

  • Strong organisational and interpretation skills.

  • Facilitates cross functional working in order to provide effective solutions

  • Understands and develops processes

Desirable Skills & Experience

  • Very high attention to details

  • Ability to plan, organise and prioritize work accordingly

In February 2016, Paddy Power and Betfair merged to form one of the largest online betting operators in the world: Paddy Power Betfair plc. The merger propelled the enlarged group into the FTSE 50.

The Paddy Power brand boasts an international multi-channel betting and gaming group. The Paddy Power brand is widely seen as one of the most distinctive consumer brands in Europe. The Betfair brand is famous for Innovation. Betfair pioneered the betting exchange in 2000 – a product which altered the landscape of the sports betting industry.

Today, Paddy Power Betfair is a force to be reckoned with. We have a market-leading presence in the UK, Ireland, Australia and the USA, as well as a range of B2C and B2B operations across Europe.

Reference: 35763665

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