operations analyst Sheffield, England
Job description
From the fun of Mecca Bingo to the experience of Grosvenor Casinos, from in-person to online, from local to global, players love the experiences our famous brands deliver. This is such an exciting sector to be part of, bringing entertainment to millions in a culture of opportunity and growth.
Sheffield
Our Customer Solutions Hub is based in the heart of Sheffield, with beautiful views of Victoria Quays and easy access to the town centre. We’re proud of the environment we’ve created and unlike other Contact Centres, we offer a culture of learning, development and fun.
Look at our careers site to find out more: https://careers.rank.com/
As a licensed gaming company, we are accountable to ensure we uphold the three licensing objectives of the Gambling Act;
- Keep gambling crime free
- Ensure the provision of fair, open and honest gambling products and services
- Protect the young and the vulnerable
Upholding Safer Gambling practices is a key means to help reduce the likelihood of Problem gambling amongst vulnerable customers and reduce any associated gambling harms our customer base may experience.
Policies and procedures are in place to help prevent the onset of problem gambling, including self-exclusion programmes, live monitoring, affordability assessments and cross function collaboration. offering advice and support to problem gamblers and allowing players to set limits as to how much they spend both within online and land-based gaming channels as well as being empowered to spot risk in customer behaviours/conversations and interrupting players if needs be.
This role provides central support in the processing of customer reinstatements, barring’s and exclusions for both the retail and online business, ensuring adherence to relevant rules and Rank policies and having due regard for customer risk and groups responsibilities relating to problem gambling.
This role is shift work between 07:00 - 20:00, 07:00 – 17:00 and 10:00 – 20:00 on a 6-week rotation pattern. You will work two weekends out of 6, and your weekends are spread so you work one and then have two off then work one.
- Excellent oral, written and communication skills
- Experience of holding difficult conversations with Customers
- Able to work with a number of stakeholders across the business to discuss customer histories, deliver reinstatement decisions and implement groupwide barrings
- Attention to detail and ability to quickly review and assess information
- A clear understanding of Responsible Gaming in line with the UKGC Licensing terms
- Self-motivated, keen eye for detail, accurate and precise, can work alone or as part of a wider virtual team
- Knowledge and experience of the online gambling industry are desirable but not essential as training will be provided
Additional Information
What’s in it for you we hear you ask?
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
Wellbeing@Rank is important... From hybrid working 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.
The Rank Group are committed to being an inclusive employer, ensuring that we better understand and meet the needs and requirements of our candidates and customers.
We aim to do this by facilitating fair and equal access to our services. If you require a reasonable adjustment to be made, please reach out to let us know ahead of your interview.
