Evan Rees Email & Phone Number

Nottingham, Gb

Dundalk, County Louth, Ireland

Nottingham, England, United Kingdom

- Respond to high quantities of telephone calls, online chats, email enquiries and any referred customer communications, both inbound and outbound, in a timely manner.- Assist Player Protection Team Leader and Senior Player Protection Advisors with delegated tasks and reviews as required- Keep up to date with changes to Safer Gambling policies and procedures and escalate queries to Player Protection Team Leader and assist with solutions.- Successfully identify customers that require Safer Gambling intervention and ensure the player receives an effective interaction whilst providing relevant support for their circumstances.- Support the Customer Service, Fraud Operation and AML teams in successfully resolving customer queries and account assessments. Ensuring that accounts are escalated when required.- Record all customer contact and notes accurately into our CMS system and ensure that internal logs are used to evaluate effectiveness of interactions.- Meet Greentube UK and Customer Operations RMG standards, Player Protection KPI's and other service levels. Ensure work is completed within the appropriate timescales for the given workstream- Ensuring that all interactions; live chat, telephone calls, emails and case reviews are completed to a excellent standard in line with QA pass rates.- Review and react to high risk and complex cases in line with indicators found on the account while referring to Safer Gambling guidance- Review, analyse and record documents to excellent standard.- Assist with training new starters and preparing process and training documents/intranet pages