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- Tasks: Resolve customer complaints with empathy and professionalism while using modern CRM tools.
- Company: Join Rank Interactive, a leading global digital gaming company with a supportive culture.
- Benefits: Enjoy competitive salary, flexible working hours, and comprehensive wellbeing support.
- Other info: Continuous training and opportunities for career growth in a dynamic environment.
- Why this job: Make a real difference in customer experiences and help shape the future of digital gaming.
- Qualifications: Strong background in customer care and excellent communication skills required.
The predicted salary is between 30000 - 40000 £ per year.
Rank Interactive, the digital arm of The Rank Group, is a leading global digital gaming company.
Key Responsibilities
- Manage and resolve a wide range of customer complaints, disputes and escalations with professionalism and empathy.
- Take full ownership of cases end to end, ensuring timely responses and resolutions within SLA.
- Handle complex or sensitive scenarios requiring careful judgement, evidence review and regulatory alignment.
- Communicate decisions clearly, logically and respectfully, ensuring customers feel heard and supported.
- Provide high-quality support across all contact channels using modern CRM and AI-enabled tools.
- Build rapport quickly and communicate with clarity, reflecting Rank’s values.
- Identify opportunities to prevent future complaints by coaching customers through processes and policies.
- Maintain strong knowledge of LCCP, Safer Gambling, AML, and GDPR requirements.
- Identify and escalate markers of harm promptly and accurately.
- Ensure every decision and communication meets regulatory standards and is recorded appropriately.
- Analyse root causes behind complaints and provide insight to reduce recurrence.
- Recommend improvements to customer journeys, policies or processes based on complaint trends.
- Participate in quality reviews, sharing insight on communication quality, compliance and case outcomes.
- Confidently use Salesforce and multiple internal platforms to manage cases.
- Remain up-to-date with new digital tools and automation features that enhance efficiency and customer experience.
- Maintain strong attention to detail across all documentation, case notes and regulatory records.
Essential Skills & Experience
- Strong background in customer care, complaints handling or case management.
- Excellent communication skills—written, verbal and interpersonal.
- High attention to detail and the ability to make fair, evidence-based decisions.
- Experience with Salesforce or similar CRM systems.
- Strong understanding of GDPR and commitment to regulatory accuracy.
- Calm, resilient and professional when handling challenging conversations.
Desirable
- Experience working in regulated industries such as gaming, fintech, utilities or telecoms.
- Exposure to complaint analysis, root cause identification or customer experience improvement.
- Experience engaging with customers in complex, emotional or high-stakes scenarios.
What You’ll Bring
- A passion for resolving problems and helping customers achieve fair outcomes.
- High emotional intelligence and confidence handling difficult conversations.
- Integrity, curiosity and a desire to positively influence customer experience.
- Pride in delivering accurate, compliant and well-reasoned case decisions.
What We Offer
- A supportive, inclusive and collaborative culture.
- Continuous training in complaint handling, safer gambling, systems and compliance.
- Opportunities to influence how our customer experience evolves.
- A modern, digital-led work environment with strong operational support.
- A competitive salary and benefits including pension, bonus schemes, private medical insurance and life insurance.
- Wellbeing support such as hybrid & flexible working hours, colleague support networks, menopause support, and weekly PepTalks.
We are committed to being an inclusive employer, ensuring that we better understand and meet the needs and requirements of our candidates. If you need any adjustments as part of your application or interview, please let us know.
Customer Experience Executive in Sheffield employer: Rank Interactive
Contact Detail:
Rank Interactive Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Customer Experience Executive in Sheffield
✨Tip Number 1
Get to know the company inside out! Research Rank Interactive's values, mission, and recent news. This way, when you chat with them, you can show that you're not just another candidate but someone who genuinely cares about their work.
✨Tip Number 2
Practice your communication skills! Since the role involves handling customer complaints, try role-playing scenarios with friends or family. This will help you articulate your thoughts clearly and confidently during interviews.
✨Tip Number 3
Be ready to share your experiences! Think of specific examples where you've resolved customer issues or improved processes. This will demonstrate your problem-solving skills and how you align with the company's commitment to customer care.
✨Tip Number 4
Don't forget to apply through our website! It’s the best way to ensure your application gets noticed. Plus, it shows you're proactive and really interested in joining our team at Rank Interactive.
We think you need these skills to ace Customer Experience Executive in Sheffield
Some tips for your application 🫡
Show Your Customer Care Skills: Make sure to highlight your experience in customer care and complaints handling. We want to see how you've managed tough situations and resolved issues with empathy and professionalism.
Be Clear and Concise: When writing your application, keep your language clear and to the point. We appreciate straightforward communication that reflects our values and shows you can convey complex ideas simply.
Demonstrate Attention to Detail: Pay close attention to your application details. We’re looking for candidates who can maintain high standards in documentation and case notes, so make sure everything is accurate and well-organised.
Apply Through Our Website: We encourage you to apply directly through our website. It’s the best way for us to receive your application and ensures you don’t miss out on any important updates during the process.
How to prepare for a job interview at Rank Interactive
✨Know Your Stuff
Make sure you brush up on your knowledge of GDPR, LCCP, and Safer Gambling regulations. Being able to discuss these topics confidently will show that you’re serious about compliance and understand the industry.
✨Showcase Your Empathy
Prepare examples from your past experiences where you’ve handled customer complaints with professionalism and empathy. This role is all about making customers feel heard, so be ready to demonstrate your emotional intelligence.
✨Master the Tools
Familiarise yourself with Salesforce and any other CRM tools mentioned in the job description. If you can talk about how you’ve used these systems to manage cases effectively, it’ll give you a leg up in the interview.
✨Be Solution-Oriented
Think of ways you can improve customer journeys based on complaint trends. Be prepared to share your insights during the interview, as this shows you’re proactive and committed to enhancing the customer experience.