Complaints Specialist

The Customer Care - Complaints Team is looking for a suitable candidate, who is energetic, dedicated, proactive, adaptable and a team player. This is a good opportunity for someone who is seeking a greater challenge and who would enjoy working in a dynamic, highly motivated and performance driven team. The successful candidate will be reporting to the Complaints Team Lead. The department is responsible for addressing and resolving customer complaints in a timely and professional manner, that adheres to the regulatory requirements of the markets we support. The team works to ensure that all customer complaints are investigated fully, that we liaise effectively with the relevant departments in gathering information and solving their concerns; and that we provide feedback in a customer focused manner.

• Investigate in detail, all delegated complaints received within agreed SLA’s.
• Assign new complaints received via all channels daily.
• Assess, communicate, and delegate all complaints to the correct departments for feedback.
• Work in collaboration with other departments, to provide solutions and resolutions to received complaints and to ensure compliance with agreed SLA’s.
• Provide articulate, professional and customer focused responses – with first time resolution in mind always.
• Keep the internal complaints tracking tool up to date, always.
• Adhere to the outlined complaints handling processes, procedures, and recommended improvements.
• When relating to the complaints process, provide compliance and process direction to all departments, to ensure continued adherence to regulatory obligations and industry standards relating to online gambling.
• Assist with internal and external audits when requested.
• Assist with ad-hoc reporting.
• Provide feedback related to issues highlighted during the handling of complaints, as well as any policy or procedural updates, to the business.

• Minimum 2 years' experience in a Customer Service centric, Complaints Handling or Regulatory Compliance roles (required).
• Holds a degree, diploma, or certification in Law, Business Administration, Communication, Public Relations, Consumer Protection, Compliance, Risk Management, or a related field (required).
• Excellent written and verbal communication skills - ability to write clear, professional, and empathic responses (required).
• Proficient in identifying root cause and contributing factors when conducting objective and independent investigations (required).
• Sound judgement and decisiveness (required).
• Knowledge & exposure to compliance, risk and fraud, and responsible gaming practices (preferred).
• A solid understanding of sportsbook and casino related queries (preferred).
• Ability to differentiate between Compliance vs Commerciality (preferred).
• Working knowledge of Excel (preferred).
• Process writing (preferred).

• Comprehensive learning and development programmes.
• Innovative Performance Tool for regular, constructive feedback.
• Employee Assistance programme.
• Free Massages On-site.
• Free On-Site Gym.
• Group Life Cover.
• Funeral Fund Benefit.
• Financial Services Assistance.
• Curro School Fees Benefit.
• Income Continuation Benefit.
• Leadership Training.
• Referral Bonus.
• Medical Aid Subsidy.
• Free Sleep Coaching.
• On-site Barista.
• Retirement Annuity Subsidy.
• Team buildings.