Executive Relations Officer - Complaints Specialist

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Gibraltar, Gibraltar

Contract type




Job description

The Role

We are looking for a dynamic and positive individual, whom having worked in a previous online gaming capacity understands the requirement to be adaptable to change. Working as a Customer Relationship Officer you will be looking after our customers and improving their journey with William Hill and providing feedback to other departments to promote business change. You will be handling customer complaints and ensuring that this is handled in a professional and sensitive manner. You will be investigating a wide variety of potential issues and it is essential to have an inquisitive and problem solving mindset, attention to detail with a view of providing the customer with a resolution is key. Having an existing background in online gaming in particular with safer gambling experience is a must and any other disciplines such as, customer service, AML and CDD is also advantageous. You will be contacting customers via email and telephone  and so excellent communication skills is essential. This role would suit someone that has gathered experience in online gaming and is seeking to use their combined skills into one role. 

What you will be doing

  • Working within the team who are highest point of contact within William Hill for customer complaints raised beyond Customer Services or via Senior Management 
  • Handling customer complaints raised within William Hill via our second opinion email address or via senior management 
  • Handling sensitive customer situations, including those associated with Responsible Gambling, self harm and vulnerability.
  • Be an expert and use sound judgement to provide advice to customers and colleagues alike to ensure the right decision is made
  • Highlight any potential issues or trends you see so the business can react accordingly
  • Represent Customer Service professionally and liaise effectively with stakeholders to Board level
  • Manage complex complaints and own the situation 
  • Take full ownership and accountability to ensure complaint resolution and where necessary, provide guidance back into the business for process improvements
  • Assisting with any queries or ICO complaints that are raised in relations to DSAR’s.
  • Meet strict deadlines and KPIs, which are compliance related
  • Make decisions regarding complaints on behalf of the business, representing an independent and balanced view
  • Complete root cause analysis on all high level complaints to prevent re-occurrence 
  • Offer detailed constructive feedback and resolution plans to the business to Prevent re-occurrence 
  • Understand current and emerging regulatory requirements.
  • Work across departmental boundaries to increase focus on reducing complaints at source and reduce overall risk
  • Is able to confidently update the senior leadership team on the progress of complaints
  • Works closely with QA & Training teams to mitigate knowledge gaps and implement opportunities for appropriate training
  • Work on call on a rota basis managing the inbox and escalating and advising on self-harm threats and mental health concerns.

What we like to see from you

  • Extensive knowledge of William Hill processes, products and services
  • Passion for the customer and doing the right thing
  • Team and Stakeholder Management skills
  • Outstanding communication skills whether by phone, email or face to face
  • Passion for seeking resolution and improving customer experience
  • Good analytical, troubleshooting and investigation abilities
  • Attention to detail
  • Proactive and able to work on own initiative
  • Demonstrates resilience when dealing with conflicting priorities and sensitive situations
  • Being able to work under pressure

What We Offer

In addition to the benefits you expect, like a generous pension and healthcare, we’ll welcome you on board with 25 days holiday (not to mention 12 bank holidays and an extra day for your birthday). You can also look forward to a rewarding bonus scheme and healthy gym discounts. What’s more, our sports and social committee are on hand just to make sure that it’s not all work and no play. If you’re thinking about relocating to join us, we offer an excellent package to help you do so. While English is the local language, we’ll help you and your family with Spanish lessons too.

William Hill in Gibraltar

With an average yearly temperature of 25 degrees, this Mediterranean climate has plenty to offer both inside and outside of work. And that includes scaling the impressive Rock of Gibraltar or taking a dip a one of the 6 great beach spots. And with such easy access to Spain, Morocco and Portugal, you can take your pick when it comes to where you spend your weekend.