Complaints Executive

MrQ - we're an awesome, award winning online casino launched in 2018. We're big on tech, big on performance and most of all - big on fun. Over the years, we have experienced explosive growth - which means we need more rock stars to join our quest for total world domination.

Our Player Success team love to talk and it’s their job to safeguard Mr Q’s mission to offer progressive, value entertainment - with delight and transparency. Often the first voice that our customers will come in contact with, you’ll have a unique opportunity to build relationships and educate during key points in their account lifecycle. As a Player Success Executive, you will play an important role in retention, building relationships and providing education to foster trust resulting in long-term sustainable customers.

Our vision ‘Offering progressive value, entertainment - with delight and transparency’ is key to our continued success. Specialising in responding to and analysing our customer feedback, ensuring we adhere to regulation, whilst continuing to grow our reputation as one of the highest-rated casino operators.

Communication with our players is vital, no feedback is bad, it’s how we adapt, change and educate that will help us grow and disrupt. As a Complaints Executive you’ll take ownership of our player feedback loop, using your investigative powers to identify the root cause and relay outcomes to our players which inform. We don’t always get it right and you’ll be empowered to take corrective action and do the right thing, whilst sharing feedback with our teams to ensure we learn lessons and adapt.

What You Will Do

• Responding to complaints across a range of channels including live chat, email and telephone.
• Take ownership and build trust with our players, be open minded, ask questions internally and externally to ensure you have the full picture in order to provide an effective resolution.
• Managing the entire complaint cycle with the ability to understand the root cause of the complaint and collaborating with colleagues to piece the jigsaw together drawing upon expertise to help with effective resolution.
• Managing escalations and coaching colleagues to resolve complaints at an earlier stage, identifying training needs to ensure we learn and grow.
• Be the voice of the player internally when things haven’t gone according to plan, using data and feedback to inform learnings.
• Attention to detail is key, maintaining accurate records of all complaints and there outcomes.
• You’ll be empowered to take corrective action with the facts the are presented to you, and do the right thing.
• Pulling together complaints and satisfaction data, into insightful reports which evidences effectiveness, trends and learnings.
• Provide support to operational teams when requested to meet customer demand.

What We're Looking For

• At least 1 year working within a customer service/experience role, with good written and spoken communication skills.
• Experience of working within a regulated industry.
• Loves the challenge of solving a problem and investigating the root cause.
• Can track and review data in order to identify themes and trends.
• A keen attention to detail and know what 5* quality looks like.
• Working to deadlines and prioritising your own workload.

What We Offer

At MrQ, we take pride in providing an array of fantastic benefits to our valued team members. Enjoy a competitive salary package that recognizes your hard work and dedication. Need some extra time off? We've got you covered with additional leave days, and we believe in celebrating life's special moments, including your birthday, with dedicated birthday leave. Family matters to us, too, which is why we offer a generous four-week parental leave. Your well-being is our priority, supported by international health and life insurance. Stay motivated with wellness incentives and seize opportunities for personal and professional growth with our growth allowance. Embrace a flexible working environment that caters to your needs, and join our friendly and multinational team, where collaboration and camaraderie flourish. At MrQ, we're committed to ensuring that your experience with us goes beyond just a job – it's a fulfilling journey with a supportive community.

We are committed to fostering a workplace that values and celebrates diversity. We welcome individuals of all backgrounds and experiences, and we believe that a diverse and inclusive environment leads to innovation and success. We actively promote equal opportunities for all employees and strive to create a space where everyone's voices are heard and respected. Join us in our journey to build a truly inclusive workplace where every person can thrive and contribute to our collective success.