Sportsbook Escalation Specialist (EUR)
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Overview
Join FDJ UNITED as a Sportsbook Escalation Specialist in Sliema, Malta. Leverage your sports betting knowledge to enhance operations and deliver exceptional customer experiences. At FDJ UNITED, we don't just follow the game, we reinvent it. FDJ UNITED is one of Europe’s leading betting and gaming operators, with a vast portfolio of iconic brands and a reputation for technological excellence. With more than 5,000 employees and a presence in around fifteen regulated markets, the Group offers a diversified, responsible range of games, both under exclusive rights and open to competition. We set new standards, proving that entertainment and safety can go hand in hand. Here, you’ll work alongside a team of passionate individuals dedicated to delivering the best and safest entertaining experiences for our customers every day. We’re looking for bold people who are eager to succeed and ready to level-up the game. If you thrive on innovation, embrace challenges, and want to make a real impact at all levels, FDJ UNITED is your playing field. Join us in shaping the future of gaming. Are you ready to LEVEL-UP THE GAME?
What You Will Do
- •Report directly to the Sportsbook Escalation and Excellence Manager
- •Work towards agreed upon team and individual KPI's
- •Assist Customer Support agents, Sustainability Partners and Account Managers with day-to-day queries, as well as Control & Compliance to resolve escalations such as breach in local regulations
- •Investigate/escalate cases providing a clear and timely resolution
- •Resolving escalations such as declined settlements, bet resettlements, voided bets, promotional campaigns, switched odds, in play trading conflicts etc.
- •Provide subject matter expert support to regulatory and ADR disputes
- •Assist with data reporting and analysis to identify trends, SLA breaches, and Customer Service knowledge gaps
- •Ensure proper handling of Premium compensation or good-will gestures
- •Escalate and sync reported issues across Service desk and other suppliers
- •Gather all facts providing a clear, complete description including impact and urgency
- •Follow up on progress to ensure respective parties get regular updates where necessary until fully resolved
- •Collaborate with Training Teams to ensure resources and training materials are kept up to date
- •Customer Support induction and follow up training, update with new back or front-end features and processes
- •Work alongside Sportsbook Event Planning and the Trading Team to ensure product excellence
- •Work alongside Product Engineering, Market Growth, and Merchandising to support onsite widget optimisation
- •Collaborate with Project and Business Delivery Teams to ensure seamless delivery of our inhouse Sportsbook platform across markets
- •Create, and build innovative resources that will enable Customer Support to handle or escalate queries and complaints
- •Sync with Team Managers to monitor, assess and log Customer Support agent's growth and quality
- •May be required to assist in day-to-day Sportsbook Operations alongside your core responsibilities.
- •Acting as shift leader on duty as main link between Sportsbook and Customer Support
Your Experience
- •A customer experience (CX) champion, the customer should be at the forefront of everything you do
- •A keen interest in sports and/or sports betting
- •Industry experience is essential for this role
- •Excellent attention to detail and the ability to deliver solutions in exacting timelines and demanding environments
- •An understanding of reporting and procedures
- •Hard working, flexible and enthusiastic about meeting challenges with solutions
- •Excellent communication and interpersonal skills; organized and clear professional output in all communication
- •Fluent in English, both written and verbal, is essential. Other languages are considered as an advantage
- •Can work to a good standard in key “Office” tools (Teams, Excel, Word, PowerPoint, OneDrive)
- •Ability to work independently and as part of a broader team
- •Self-driven motivated, and an innovative thinker
- •Flexibility and willingness to work on a variable shift schedule (especially during key events such as the World Cup) that will include mornings, evenings, weekends and public holidays