At a Glance
- Tasks: Lead player complaints and drive continuous improvement for an exceptional gaming experience.
- Company: Next-gen sports betting platform with a modern, fast-paced culture.
- Benefits: 33 days off, competitive salary, and future permanent contract with benefits.
- Other info: Join a diverse team committed to inclusivity and equal opportunities.
- Why this job: Shape player experiences and make a real impact in a dynamic environment.
- Qualifications: 3-5+ years in customer experience or complaints management, strong communication skills.
The predicted salary is between 50000 - 65000 £ per year.
Midnite is a next-generation sports betting and gaming platform built for a new wave of players. We combine sharp product thinking, bold brand, and fast execution to create experiences that feel modern, intuitive, and built for how people actually play today. Over 400,000 players have already made the move, and we’re only just getting started. We’re a high-performance team operating at pace with high ownership and constant iteration.
We are hiring a Complaints & Continuous Improvement Manager to lead how Midnite responds to player complaints and fix the root causes behind them, driving real reductions in contact volume, player churn, and operational pain. This role will own the Tier 1 complaints process end-to-end while building the foundations of a dedicated continuous improvement capability across Player Support & Compliance.
You will:
- Own all player complaints end-to-end.
- Handle complex player escalations fairly, empathetically, and efficiently.
- Build response frameworks, SOPs, templates, and training materials for complaint handling.
- Define escalation and handover processes for regulatory complaints and compliance matters.
- Investigate recurring complaint themes, operational inefficiencies, and player friction points.
- Maintain and prioritise a root cause backlog across Player Support & Compliance.
- Collaborate with Product, Engineering, CRM, Trading, Legal, and Compliance teams to implement operational fixes.
- Build dashboards and reporting to track trends, operational performance, and improvement impact.
- Work closely with Data and Performance teams to improve automation and trend detection capabilities.
- Help establish and scale a future Continuous Improvement function.
The next Midniter:
- Has 3–5+ years experience in CX, Complaints, Compliance Operations, or Customer Support Leadership.
- Is an exceptional written communicator with strong case handling experience.
- Uses data confidently to identify trends, root causes, and operational priorities.
- Has experience influencing cross-functional stakeholders and driving operational change.
- Brings high ownership, urgency, and comfort operating in ambiguity.
- Deeply cares about player experience and customer outcomes.
- Can balance empathy with commercial and regulatory considerations.
- Has exposure to gambling regulations and LCCP standards (preferred).
Benefits: 33 days total, including public holidays + tenure holiday policy. While we complete the setup of our Gibraltar entity, the successful candidate would initially join us on a contractor basis. We currently expect this arrangement to remain in place until approximately October 2026. Once the entity is fully established, we intend to transition the role to a permanent employment contract, at which point the successful candidate will become eligible for employee benefits.
At Midnite, we’re committed to creating equal opportunities for everyone. We actively strive to build balanced teams that reflect the diversity of our communities, including ethnic minorities, people with disabilities, the LGBTQIA+ community, and all genders. We aim to provide an inclusive and supportive interview experience for all candidates. If you require any reasonable adjustments, please let us know in advance so we can ensure you feel comfortable and set up for success.
Complaints & Continuous Improvement Manager employer: Midnite
Midnite is an exceptional employer that fosters a high-performance culture where creativity and ownership are paramount. Located in Gibraltar, we offer a competitive salary and benefits, alongside a commitment to employee growth through continuous improvement initiatives. Our inclusive work environment encourages diverse perspectives, ensuring that every team member can contribute to shaping meaningful outcomes in the fast-paced world of sports betting and gaming.
StudySmarter Expert Advice🤫
We think this is how you could land Complaints & Continuous Improvement Manager
✨Tip Number 1
Get to know the company inside out! Research Midnite's values, culture, and recent developments. This will help you tailor your conversations and show that you're genuinely interested in being part of the team.
✨Tip Number 2
Network like a pro! Connect with current employees on LinkedIn or attend industry events. Building relationships can give you insider info and might even lead to a referral, which is always a bonus!
✨Tip Number 3
Prepare for the interview by practising common questions related to complaints management and continuous improvement. Use the STAR method to structure your answers and highlight your experience effectively.
✨Tip Number 4
Don’t forget to follow up after your interview! A quick thank-you email reiterating your enthusiasm for the role can leave a lasting impression and keep you top of mind for the hiring team.
We think you need these skills to ace Complaints & Continuous Improvement Manager
Some tips for your application 🫡
Show Your Passion:When you're writing your application, let your enthusiasm for the role shine through! We want to see how much you care about improving player experiences and driving operational change. Make it personal and relatable!
Be Clear and Concise:We appreciate a straightforward approach. Use clear language and get straight to the point in your application. Highlight your relevant experience and skills without fluff – we’re all about efficiency here!
Tailor Your Application:Make sure to customise your application to fit the Complaints & Continuous Improvement Manager role. Mention specific experiences that align with our needs, like handling complex complaints or working cross-functionally. Show us why you’re the perfect fit!
Apply Through Our Website:Don’t forget to submit your application through our website! It’s the best way for us to keep track of your application and ensure it gets the attention it deserves. We can’t wait to hear from you!
How to prepare for a job interview at Midnite
✨Know Your Stuff
Before the interview, dive deep into Midnite's platform and understand their approach to player complaints. Familiarise yourself with their values and how they handle customer experiences. This will help you demonstrate your genuine interest and show that you're ready to contribute from day one.
✨Showcase Your Experience
Prepare specific examples from your past roles where you've successfully managed complaints or driven continuous improvement. Highlight your ability to handle complex escalations and how you've used data to identify trends. This will illustrate your fit for the role and your capability to make a real impact.
✨Emphasise Collaboration
Since this role involves working cross-functionally, be ready to discuss how you've influenced stakeholders in previous positions. Share stories that showcase your teamwork skills and how you've collaborated with different departments to implement operational fixes. This will highlight your ability to thrive in a fast-paced environment.
✨Ask Insightful Questions
Prepare thoughtful questions about Midnite's current challenges in player support and compliance. Inquire about their vision for the Continuous Improvement function and how they measure success. This not only shows your enthusiasm but also helps you gauge if the company aligns with your career goals.
