The Rank Group are known through our iconic brands; Mecca Bingo and Grosvenor Casinos. We employ almost 11,000 people across our brands, in roles ranging from Casino Croupiers, Poker Dealers, Chefs and Bingo Club Callers, through to specialists in Marketing, Property, Finance, Law and Human Resources and many more. We are a multi-channel business, operating across our retail (club and casino venues), online and mobile. We are always changing and always innovating.

As a Customer Champion, you will be the first point of contact and you will use precise communication skills to answer incoming interactions and handle customers' requests, complaints and other general information questions. You will also use your investigation skills to resolve customer enquiries within the established SLAs. 

    Resolve customer enquiries by telephone, email or chat with a positive and service-oriented attitude

    Ensure responses are delivered to customers within agreed timescales

    Evaluate the nature of customers' enquiry accurately and determine the appropriate action to be taken

    Analyse and interpret information given by the customer precisely

    Build sustainable relationships of trust through open and positive interactions with customers

    Ensure customer enquiries are clearly communicated to relevant Departments / third parties as per set procedure

    Follow through on customer cases

    Interact with inter-departments in a positive and service-oriented manner

    Apply systematic and logical thinking to solve complex issues

    Respect the confidential or sensitive nature of customer enquiries

    Be up to date with internal procedures, products, and current promotions

    Ensure to have intuitive understanding of systems tools

    Carry out administrative work and ensure correct information is displayed on all documents

    Very good written and oral communication skills in English is a must.

    Comfortable to deal with inbound and outbound enquiries

    Good Telephone etiquettes

    Very good Listening and Problem-Solving Skills

    Organization Skills     Ability to retain information effectively

    Ability to adopt a rational approach to customer cases

    Reporting Skills

    Be service oriented

    Ability to maintain workflow on multiple ongoing tasks with attention to detail and ability to prioritize

    Previous experience in Customer service will be a definite advantage

    Good mastery of Microsoft office tools

In return, you'll go through our Customer Champion training, where you'll learn how to become a fully-fledged Customer Champion, you'll be part of an incredible culture, which offers fun, learning and development and you'll get to work for one of the biggest brands in Entertainment and Gaming.

If you'd be interested in joining the Rank family, please get in touch and we can talk through the options available to you.

Hours of Work:  Monday to Sunday; 5 days out of 7 on shifts not exceeding 9 hours between 18:00-18:00