Location: Cambridge, UK (remote-friendly within the UK) with occasional travel to the office once per quarter.
Are you an ACT Specialist looking to make an impact?
As a Senior Anti-Cheating Specialist you'll provide clear direction for priorities and day to day management across the Support function. Additionally you'll provide regular review of coaching opportunities, complaints and player requests to ensure GDPR compliance.
What you'll be doing:
* Support the day-to-day operation of the Anti Cheating team to ensure community sentiment, internal KPIs, and SLAs are on target and performance is managed effectively
* Ensure swift escalation and resolution of Voice of the Player issues with stakeholders, providing visibility for the Head of Player Support
* Ensure swift escalation and resolution of issues with ACT specific tools, providing visibility for the ACT lead and the Senior Player Support Lead
* Take a lead role, coordinating the efforts of the team to ensure a clear and accurate outcome
* Working within the senior team to ensure operational excellence
* Be a positive influence through the support of career paths, coaching, mentoring, training and succession planning
* Support team members to realise the team and department strategy and the part they play in business success
* Assist with quality reviews, complaints resolution, coaching and feedback to maximise individual performance feeding into departmental KPI’s and SLA’s.
* Be a Brand advocate for Jagex, internally and externally, seeking opportunities to realise brand capital
* Additional strategic management and project responsibilities, agreed with ACT Lead
* Deputise for ACT Lead in their absence
What we're looking for:
* Excellent understanding and experience of SQL and familiarity with Python
* Ability to produce concise analytical and summary reporting
* Consistent performance in core ACT responsibilities & KPIs for at least 6 months
* Strong understanding of the ACT and department strategy and aims
* Demonstration of performing additional project and/or curator responsibilities and/or undertaking leadership training
* Excellent verbal and written communication, including the ability to present to others
What we offer:
When you join Jagex you can look forward to a generous Perks & Benefits package including:
* Private Healthcare, including Dental Plan.
* Minimum 6% Pension contributions.
* Employee Assistance Programme & onsite Counselling.
* Life Insurance.
* Discretionary annual performance bonus.
* Enhanced family leave policies from day 1.
* Flexible working hours.
* 25 days annual leave + Bank holidays & the option to buy/sell holidays + so much more!
About Jagex:
Jagex is a leader in developing and publishing deep, engaging online games that connect millions of players worldwide. Best known for the RuneScape franchise, which includes two of the world’s longest running and most successful MMORPGs, in Old School Runescape and Runescape, and the open-world survival crafting game, Runescape: Dragonwilds; we have proven success in delivering immersive Forever Games and fostering strong player communities.
We strive to foster an inclusive workplace built on trust, autonomy, and a shared passion for creating forever games.
Our values guide everything we do: We Embrace Fellowship by collaborating and sharing openly. We Hone our Craft by always learning and improving; we Honour our Vows by being honest and transparent; we are our Customers’ Heroes by striving to understand our team & player needs, and we Seize The Day by making the most of every opportunity.
With over two decades of experience, and over 400 people in our team, we continue to innovate in live game development, leveraging data-driven insights, and a commitment to player-first game design. We have a diverse and talented team where creativity, collaboration, and community-driven game development drives everything we do.
As part of Jagex, you’ll have the opportunity to work on a globally successful franchise, contribute to exciting new projects, and be part of a company that hugely values both our employees and our players.
#J-18808-Ljbffr