Promotion from previous role.Lead Zendesk administratorCreated and manage operational reporting for multiple teamsDesigned and set up operational flows for multiple brandsManage ADA chatbot customer journeysSupport and maintain 3rd party tools and integrationsWorking with the data team to ensure data from Zendesk is sent to the data warehouse in real timeManage a review process each quarter for all operational teams

First point of contact for ZendeskCreated operational reportingDesigned and set up operational flows for multiple brands and teamsManage ADA chatbot customer journeysSupport and maintain 3rd party tools and integrations

• Manage resource for chats, calls, emails and social media tickets• Giving updates to the team throughout the day• Logging issues and incidents on the shift report• Logging all negative feedback and responding to the customers when needed• Answering questions from the advisors and directing them to where they can find the information• Raising issues to the relevant teams when needed• Responding to App and Trust Pilot reviews• Handling complaints – Live and those that have been passed over• Monitoring the ongoing chats and calls• Completing advisor feedback• Ensuring that the Senior mailbox is tidy and emails responded to• Completing handover from the night Team Leader and also handing over to the night Team Leader

• Being a first point of contact for all customer queries by phone, live chat and email and provide a first-time resolution• Log all interactions on customer accounts• Manage any complaints that are made to resolve the issue• Assist with any deposit and withdrawal queries along with reviewing accounts to find out why they may not be able to deposit or withdraw• Reviewing documents passed to us for verification to ensure they include everything we ask for• Speaking with the KYC team regarding any document issues, verification problems or duplicate accounts• Managing my tasks efficiently to ensure the SLA of any query is kept• Providing accurate information that is easily understood• Ensuring that all department KPI’s are met and exceeded• Effectively communicating with other departments to meet customer expectations• Assisting the Team Leaders and covering the shift management when required• Ensuring that Knowledgebase, FAQ’s, Hotkeys and Macros are kept up to date with new information• Keeping on top of the latest sports news along with our products and tools• Correctly advising on the outcome of bets that have been settled when a query is raised• Ensuring that all responsible gaming issues are dealt with correctly by questioning• Ensure compliance with the Gambling Commission• Referring accounts to the MLRO/SARS for compliance• Buddying new starters to the team to assist with any queries they have

• Deal with customer queries and issues via phone, live chat and emails• Advising of the documents required to verify the members account and verify members accounts using identification sent over to us• Verifying accounts by checking the status of another they have and ensuring all the details match• Reviewing accounts for reactivation• Reviewing accounts on various deposit and responsible gambling alerts• Conducting responsible gaming call backs• Ensuring that FAQ’s are kept up to date and maintain relevant information• Escalate issues to technical team, promotions team, VIP and supervisors• Troubleshoot problems with members• Work as a team to resolve member issues and with other departments• Spot any responsible gaming issues and act accordingly with questioning• Ensure that a first contact resolution is met including complaints• Work out promotions for members and advise on bonuses• Ensure that a sound working knowledge of all the systems is kept• Ensure compliance with the Gambling Commission• Referring accounts to the MLRO/SARS for compliance• Using social media to reply to members and posting updated relating to any issues• Working with the Sportsbook Operations Team to help create the Customer Service Team for Sportsbook• Helping with the running of the work and play sessions• Assisting with second stage interviews• Delivering training on the new applications for Sportsbook• Assisting Supervisor Team with running of the operation and acting as Supervisor when no one is available

• Process new insurance claims for damaged, lost or stolen phones• Chase existing claims with DPD• Explain how the insurance process works• Input data onto the O2 system to see if insurance claim is accepted• General customer queries

• Manage the stock levels of handsets and accessories in stores on a daily basis• Allocate and action the daily release of handsets and accessories to stores• Produce a daily report on the current stock levels in the warehouse and in each store• Produce a daily report on the stock that has been allocated and to which store• Analyse the daily reports to forecast which stores will need stock• Booking stock into the warehouse• Communicate directly with the warehouse team to resolve any stock discrepancies and manually update these on the system• Updating reports with the previous days’ deliveries into the warehouse• Raising purchase orders for new stock• Resolve all aged exchange requests as effectively as possible to ensure the best possible customer experience• Deal directly with stores for any stock queries• Ensure that stores deliveries are on time and that they book stock in• Provide support to the wider merchandising team to ensure that all stock is up to date and the delivery cut off time is met each day.• Assist with any new projects within the team and also teams that we work closely with