Sportsbook Escalation Specialist

The role

Are you interested in sports, sports and more sports and would love to work with it on a daily basis? Then this is the role for you!  This role suits someone who is eager, keen to learn, and hungry to join a dynamic Sportsbook team.

Our ideal candidate will have an excellent level of sports betting knowledge and strong sports passion.  They must possess first class communication skills, both written and verbal, with the ability to liaise at all levels. They will have the enthusiasm to drive and enhance our existing product as well as deliver success for our new in-house Sportsbook platform. Shift patterns are variable, to include days, evenings, weekends and public holidays, which may also include early mornings and late evenings working hours to meet the needs of the business.  They must be aware of our product breadth and how that competes in the marketplace, understand local market requirements including any specific commercial executions and be able to work proactively with the other Sportsbook stakeholders to further enhance our operations and offering.   

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, asses 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

How will success be measured in this role

·       Sports Betting Revenue 

·       Sports Betting Margin 

·       Performance in dealing with day-to-day escalations

·       Performance in dealing with customer queries

·       Performance in dealing with onsite widget optimisation

·       Acting in line with FDJ UNITED values 

·       Successful completion of all relevant training and other compliance activities that support FDJ UNITED's sustainable and responsible growth

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