Sportsbook Operations Executive

Job Type:
Salary Description:
Excellent + Bonus & Benefits
Job Ref:
#13163 are currently recruiting for a Sportsbook Operations Executive for an innovative gaming company based in Newcastle-under-Lyme. The successful candidate will be responsible for monitoring the quality of the product offering and dealing with escalations ensuring the Customer is always at the heart of decisions and the quality of the product is maintained. They will also be responsible for the day-to-day management of the operations team, ensuring that all duties/tasks are completed within expected timeframes.

• Work closely with the Customer Support team based in Newcastle-Under-Lyme to ensure the timely management of queries across social and other channels
• Ensure site content is optimised including checks to make sure display orders, coupons and banners are shown correctly on site for key events and markets
• Contribute towards the improvement of site procedures and the tools which support it
• Working with the wider UK Marketing Team to develop new initiatives and strategies within the department, to improve the current processes and customer experience.
• Help with customer escalation issues and reporting on issues, ensuring that the any stakeholders are aware and that any processes are completed to give the player the best outcome possible.
• Work closely with the FAQ team within Customer Support to ensure the timely display of any FAQ content that is required along with any Terms and Conditions that need to be updated
• Ensure Resettlement / cancellation of customer bets are done according to pre-set policies and procedures depending on scenario and timely communication to customers in the event of an issue
• Liaise with the Sportsbook Management team with regards any issues and follow up with 3rd Party and internal Web development to ensure resolution.
• Continual site reporting, improvement, maintenance and QA.
• Monitor the performance of promotions, site content, events, markets, Metric, 3rd party providers and the general operation.
• Liaise with our 3rd Party Trading team, ensuring any issues are identified quickly and communicated out to the wider business

• Excellent knowledge of sports and betting products.
• Always thinking like a Player, from start to end of ideas. They are the cornerstone of every decision we make.
• A creative flair with the ability to write copy and create content ideas utilising existing templates and guidelines.
• Understanding of sports trading / liabilities (Preferred)
• Ability to react quickly to live sporting events
• Strong analytical and problem solving skills
• Significant experience working within an operating Sportsbook
• The ability to delegate effectively
• Excellent planning and organisation skills
• High attention to detail
• Excellent interpersonal and communication skills
• Willingness to learn and a desire to self-develop
• Ability to think analytically and logically, understanding both the action that needs to be taken to solve a problem but also the potential repercussions
• Proactive in quickly identifying issues and potential solutions
• Be prepared to report problems quickly, rather than attempt to hide them
• Well organised with excellent self-discipline
• Able to take direction and learn from others
• Highly collaborative, works well as part of a team and understands the team and business priorities
• Demonstrable ability to work to tight deadlines
• A flexible attitude

Contact Details:
Tel: +44 (0) 1355 588 976
Contact: Stuart

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