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About The Role

The main purpose of the role is to provide both the customer and the agent with a frictionless experience, through presenting the right information at the right times and resulting in a seamless and enjoyable experience for the customer.

The role will focus on 4 areas:

  • Ensure a seamless journey for the customer when using the product
  • Ensure a seamless journey for the customer when there is a need to contact Customer Services
  • Ensure the agent is empowered and has the right information at the right time to assist the customer and deliver a first class service
  • Work with customer contact data to drive changes and improvements, both internally and externally to build on and improve the overall customer experience

The candidate will be required to support the identification and delivery of improvements and track optimisation and benefit to the Customer Operations Department in order to improve efficiencies, cost effectiveness and optimize player experience. An organised individual with analytical skills would be an advantage.

Key Responsibilities

  • Work with the Head of Customer Optimisation to manage a backlog of key initiatives and identify areas for change/improvement within each project
  • Prioritise tasks within each initiative in line with external factors, technology changes and business benefit
  • Review and test journeys from the perspective of the customer on all platforms, channels
  • Highlight process failings and suggest improvements for each area
  • Track and Report on changes that have been agreed and implemented
  • Liaise with different areas of the business to ensure stakeholders are kept informed and included throughout any process redesign
  • Review error messaging and customer messaging across the site to ensure it is both relevant and compliant
  • Identify customer contact points across the sites and understand different contact methods
  • Support the Head of Optimisation in production of business cases to support any larger development initiatives though PI
  • Proactive engagement in the “plan – do – review” cycle for the Customer Operations department in order to ensure optimized process and target delivery
  • Ensure customer satisfaction remains at the forefront of all process redesign
  • Create reporting documentation and apply changes when necessary.
  • Work closely with the Reporting team to ensure consistency in tools and reporting structure across Customer Operations
  • Review data outputs from CS contact data and work with CX and other business teams to initiate improvements
  • Work closely with Brand and Marketing teams on understanding initiatives/promotions/campaigns and feed into CS teams using a structured approach
  • Be willing to challenge in order to get the required output


Specialist Skills and Experience Required


  • Analytical and inquisitive mind set
  • Highly organised and experience of balancing multiple projects at once
  • Experience of process mapping would be an advantage
  • Ability to put yourself in the shoes of the customer and think from the customer perspective
  • Capability to interpret data and drive business decisions
  • Experience of problem solving and providing recommendations to business issues
  • Ability to work across functions and locations
  • Ability to present a sound business case and findings as a result of interpreting data
  • Ability to manage time efficiently and prioritise workload
  • Experience of MS Office suite essential, particularly MS Excel (Advanced) MS Visio (useful)
  • Experience within an online gaming support centre
  • Personal interest in competitor online gaming sites
  • Some design capability an advantage