Complaints Specialist - Dutch Speaking

Quality Assurance Newcastle upon Tyne, Tyne and Wear


Description

Position at LeoVegas UK

LeoVegas is where the lions play…and work! A fun, agile and fast paced environment connecting 1000+ LeoVegas employees with over 60,000 worldwide employees of MGM Resorts International, as our two leading forces come together. We’re culture focused, so if you’re an innovator, initiator and a team player, give us a roar and join the LeoVegas pride - WINNER of the iGaming Idol 2022 - Employer of the year award!

Let’s create the world's greatest iGaming experience.

LeoVegas’ scale-up culture sets a tone of courage and capacity to act. Employees are encouraged to not only say what they think, but also to do the job that is needed - “to make it happen”. 

LeoVegas does not believe in hierarchical structures, but instead that every individual employee plays an important role in the company. We trust that you thrive in these environments.

Due to our continued growth, we’re now looking for a Complaints Specialist to join our high performing team.

As our Complaints Specialist  you will…..

  • Handle any type of customer complaints according to internal policies and procedures.
  • Process GDPR requests made by customers, including Right to be Forgotten, Subject Access Request, Right to Opt-Out, Right of Portability, Right to Rectification.
  • Assisting Operations with day-to-day GDPR-related queries through Slack/Zendesk, and providing specific training in order to improve the knowledge on the topic.
  • Liaise between Operations and the Legal, Compliance and/or Privacy Team, on matters related to GDPR and Complaints.
  • Advise Operations on how to better handle GDPR/complaint cases, and diffuse any problematic cases.
  • Send out receipts, and/or documentation to players via Cryptshare upon request by RFP
  • Maintain the LeoVegas Group SAR, Privacy and Complaints inboxes.
  • Escalate Legal issues to the relevant Team and working with them towards the resolution of the case.
  • Assist on Group complaints and cases, by providing input and expertise on Operation related matters.
  • Collaborate with the Legal, Compliance and Privacy Team in order to maintain policies and procedures related to GDPR & Complaints.
  • Assist CSM when it comes to Customer Threats by providing input and forwarding the case to the Legal Team.
  • Maintain CasinoGuru, AskGamblers and CasinoMeister forums.
  • This role reports to the GDPR & Complaints Team Leader.

Your areas of knowledge and experience:

  • Willingness to learn, possess a can do attitude and be a part of a dynamic fast growing company;
  • Liaise with internal departments on a daily basis, to resolve complaints and GDPR requests;
  • Ability to identify compliance issues that require follow-up or investigation;
  • Taking initiative and having the motivation to be able to work independently;
  • Ability to maintain a flexible schedule to suit the business needs;
  • One year experience within the iGaming industry is necessary.
  • Excellent spoken and written English language skills. Additional language skills in Dutch and/or Swedish are considered a plus.
  • Ability to work closely with other departments internally;
  • Excellent communication and coordinating skills;
  • Meticulous, takes initiative and possesses good organisational skills;
  • Ability to meet deadlines on a day-to-day basis;
  • Ability to work well with others and be a team-player;
  • Good knowledge of Microsoft Office

Your areas of knowledge and experience: 

  •  Willingness to learn, possess a can do attitude and be a part of a dynamic fast growing company;
  • Liaise with internal departments on a daily basis, to resolve complaints and GDPR requests;
  • Ability to identify compliance issues that require follow-up or investigation;
  • Taking initiative and having the motivation to be able to work independently;
  • Ability to maintain a flexible schedule to suit the business needs;
  • One year experience within the iGaming industry is necessary.
  • Excellent spoken and written English language skills.
  • Ability to work closely with other departments internally;
  • Excellent communication and coordinating skills;
  • Meticulous, takes initiative and possesses good organisational skills;
  • Ability to meet deadlines on a day-to-day basis;
  • Ability to work well with others and be a team-player;
  • Good knowledge of Microsoft Office

Our Culture:

At LeoVegas Mobile Gaming Group we firmly believe that our diversity is what makes us unique and that everyone and anyone is welcome to enjoy the ride -  regardless of age, gender, disability, race, national or ethnic origin, religion, language, marital or civil partnership status, political beliefs and sexual orientation. 

We are highly committed to uphold a high level of diversity and inclusion throughout our entire group. Being a global company with a widely diverse customer base makes it essential for our workforce to be a reflection of this.

By doing so, we believe we will achieve the best possible customer experience and create better value to our shareholders by doing so.

Hybrid working: 

At LeoVegas we have introduced a hybrid working environment that enables our employees to come together and collaborate in person, whilst offering ongoing flexibility to work from home. We all work from the office on Mondays, and encourage a further day of office working with your team. 

Benefits:

    • A culture and working environment that will allow you reach your full potential;
    • Hybrid working policy plus the opportunity to ‘Work From any eligible country” for 4 weeks in each year;
    • 28 days holiday a year, plus (8) public and bank holidays in England;
    • Matched pension contributions up to 6% employee, 6% employer;
    • BUPA private healthcare insurance with pre-existing medical conditions included and a cash-back plan towards the cost of routine dental and other treatments;
    • An unrivalled Family Leave Policy;
    • An unrivalled office environment with free parking and an abundance of drinks and snacks including breakfast each Monday and lunch each Friday (we’re feeders, sorry diets!);
    • Regular team and office socials during the day and after work;
    • Employee referral programme - earn between £750 - £1500 when you refer a friend to come and work for us!

    There’s more! Upon successful completion of your probation:
    • £250 a year Health and Wellbeing allowance
    • Cycle to work scheme