Customer relations officer iiWilliam Hill

Like any great sports team, we've been hard at work since we got going in 1934. It's not by chance we became one of the largest global sports betting and gaming companies, and we're not relying on luck.
Together we're on a journey to build a better business. With us, you'll balance flexibility and performance in a culture built on trust. We'll give you the space to be yourself and the tools you need to protect our customers while they play. We'll invest in your future to help you develop your unique strengths and build a career that's right for you. Sound good? Then you belong here.
Your role to the team
As an Customer Relations Officer II, you will be working within the team who are highest point of contact within William Hill for customer complaints raised beyond Customer Services or via Senior Management
Overview of Responsibilities
· 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 reoccurrence
· 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.
Qualifications:
· 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
· Highly organised and through time management, can prioritise their duties
William Hill

Paranaque City, Metro Manila
Permanent
Full-time