Rank Interactive, the digital arm of The Rank Group, is a leading global digital gaming company.
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, reflecting Rank’s values.
* Identify opportunities to prevent future complaints by coaching customers through processes and policies.
* Maintain strong knowledge of LCCP, Safer Gambling, AML, and GDPR requirements.
* Identify and escalat 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.
* 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.
Essential 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.
Desirable
* 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.
* A competitive salary and benefits including pension, bonus schemes, private medical insurance and life insurance.
* Wellbeing support such as hybrid & flexible working hours, colleague support networks, menopause support, and weekly PepTalks.
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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