HVC & VIP - Bingo Rewards & Casino HVC Administrator

Bingo Rewards & Casino HVC AdministratorMain Accountabilities and Responsibilities -This role includes being responsive to all Rewards & HVC queries in a timely and professional manner.-Work across multiple products, with a focus on bingo, slots, casino, games, and sports. ---Liaise with high value clientele through email, phone, live chat and account messaging on a daily basis.-Develop good rapport with profitable/ high value or loyal rewards customers in order to reactivate, retain and acquire their play.-Daily contact with players including inbound queries and complaints with an aim to resolve the issues asap.-Ensure that target and service levels are maintained, and quality control procedures adhered to.-Collaborate with various teams on a daily basis such as Fraud & Payments, CRM, Customer Service and those based in other locations.-Monitor customer spend and holding Safer Gambling conversations when needed. -Be aware of safer gambling guidelines, and act as an ambassador for safer gambling ensuring the business meets its own requirements to be a responsible operator, adhering to specified compliance and license policies and regulations.-Assist the Customer Verification Team when required for any Enhanced Due Diligence needs-To meet targets against productivity, quality and KPIs set by the team leader Working days: Monday to Sunday.Working hours: From 11:00 to 20:00/; From 14:00 to 23:00/ 15:00 to 00:00.Knowledge, Expertise and Qualifications-Strong customer service skills -Proven knowledge and or experience of bingo/gaming/casinos would be an advantage-Proficient in Microsoft Excel, Word and Outlook-Excellent time management and organizational skills Personal Qualities-High self-discipline with strong independent organizational skills and results orientated -Strong interpersonal skills Prepared to go the extra mile when required -Ability to remain professional and productive whilst under pressure -Excellent communication both written and oral -Enthusiastic team player with the drive to work independently -Outgoing personality with a ‘can do’ attitude -Ability to come up with ideas/concepts and suggestions/improvements.