Rank Interactive, the digital arm of The Rank Group, stands as a leading global digital gaming company fuelled by top-tier talent and technology. Recognised through iconic brands, our products and our people, we bring entertainment to millions of people worldwide on various devices daily.
Operating with a multi-branded strategy, we offer online entertainment, bingo and slot gaming, along with a social gaming mobile experience, using a mix of proprietary and licensed software.
With offices in the UK, Gibraltar, Mauritius and South Africa while being part of a Rank Group with approximately 8,000 employees globally; we unite people and entertainment across diverse digital channels.
Joining our high-performing and inclusive culture, you'll instantly become part of a team supporting our customer-facing initiatives.
The Customer Care Executive is a critical member of our Customer Solutions Hub, responsible for delivering exceptional support and expert-level complaint resolution across multiple channels including voice, email, live chat, social and digital case management systems.
This role specialises in managing, resolving and preventing complaints, ensuring fair outcomes and maintaining regulatory compliance. You will be a trusted advisor for customers, applying sound judgement, empathy and accuracy to every interaction.
You will also contribute insights that help shape our customer experience strategy—surface recurring issues, identify journey friction points, and support cross-functional improvements.
This role is suited to experienced customer care professionals with strong communication skills and a passion for problem resolution.
Key Responsibilities
* Manage and resolve a wide range of customer complaints, disputes and escalations with professionalism and empathy.
* Take full ownership of cases end‑to‑end, ensuring timely responses and resolutions within SLA.
* Handle complex or sensitive scenarios requiring careful judgement, evidence review and regulatory alignment.
* Communicate decisions clearly, logically and respectfully, ensuring customers feel heard and supported.
* Provide high-quality support across all contact channels using modern CRM and AI‑enabled tools.
* Build rapport quickly and communicate with clarity, ensuring every interaction reflects Rank’s values.
* Identify opportunities to prevent future complaints by coaching customers through processes and policies.
Regulation, Compliance & Player Safety
* Maintain strong knowledge of LCCP, Safer Gambling, AML, and GDPR requirements.
* Identify and escalate markers of harm promptly and accurately.
* Ensure every decision and communication meets regulatory standards and is recorded appropriately.
* Analyse root causes behind complaints and provide insight to reduce recurrence.
* Recommend improvements to customer journeys, policies or processes based on complaint trends.
* Participate in quality reviews, sharing insight on communication quality, compliance and case outcomes.
Systems & Digital Tools
* Confidently use Salesforce and multiple internal platforms to manage cases.
* Remain up to date with new digital tools and automation features that enhance efficiency and customer experience.
* Maintain strong attention to detail across all documentation, case notes and regulatory records.
Skills & Experience
* Strong background in customer care, complaints handling or case management.
* Excellent communication skills—written, verbal and interpersonal.
* High attention to detail and the ability to make fair, evidence‑based decisions.
* Experience with Salesforce or similar CRM systems.
* Strong understanding of GDPR and commitment to regulatory accuracy.
* Calm, resilient and professional when handling challenging conversations.
* Experience working in regulated industries such as gaming, fintech, utilities or telecoms.
* Exposure to complaint analysis, root cause identification or customer experience improvement.
* Experience engaging with customers in complex, emotional or high‑stakes scenarios.
What You’ll Bring
* A passion for resolving problems and helping customers achieve fair outcomes.
* High emotional intelligence and confidence handling difficult conversations.
* Integrity, curiosity and a desire to positively influence customer experience.
* Pride in delivering accurate, compliant and well‑reasoned case decisions.
What We Offer
* A supportive, inclusive and collaborative culture.
* Continuous training in complaint handling, safer gambling, systems and compliance.
* Opportunities to influence how our customer experience evolves.
* A modern, digital‑led work environment with strong operational support.
Join us to unlock benefits and opportunities that will boost your career journey in a vibrant, inclusive and fulfilling work environment – so you can #BeYourself
You’ll get a competitive salary combined with some great benefits.
Wellbeing@Rank is important... From hybrid & flexible working hours and colleague support networks to menopause support and weekly PepTalks, we’re here for you.
We’ll also invest in your growth by providing development opportunities, leadership training and cutting‑edge industry certifications so you have the tools and resources to help you WORK, WIN and GROW with us.
Immerse yourself in new cultures and gain international exposure through our global business. Collaborate with colleagues from around the globe.
From pensions to bonus schemes, and private medical insurance to life insurance – we've got you covered.
*Our benefits vary by brand and/or location. Please have a chat with your local Talent Acquisition specialist to find out what’s in place in your location.
We are committed to being an inclusive employer, ensuring that we better understand and meet the needs and requirements of our candidates. If you need any adjustments as part of your application or interview, please let us know.
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