Complaints Specialist

Kick-start your career in the online gaming world and experience the very latest in technology and innovation.

Who We Are
We're part of Super Group, the NYSE-listed digital gaming company behind some of the world's leading Sports and iGaming brands.

At DigiOutsource, we bring passionate people and innovative tech together to create market-leading online gaming solutions. Our multidisciplinary teams are passionate about products, customer experience and security. We're empowered to achieve the ultimate in high-performance gaming experiences using the best technology available.

Who We're Looking For
We're on a thrilling journey of growth and innovation, and we need passionate, driven individuals to join us. At DigiOutsource, every day is action-packed, and we expect you to bring your A-game. In return, you'll find a supportive environment where your skills can flourish and your career can soar.

Ready to become a game-changer? Supercharge your career with us and be part of something extraordinary.

Why we need you
We're on a mission to create extraordinary experiences for our customers, and we believe that your unique skills, passion and Superdrive will help us achieve our vision.

The Customer Care - Complaints Team is looking for a suitable candidate, who is energetic, dedicated, proactive, adaptable and a team player. This is a good opportunity for someone who is seeking a greater challenge and who would enjoy working in a dynamic, highly motivated and performance driven team. The successful candidate will be reporting to the Complaints Team Lead.

The department is responsible for addressing and resolving customer complaints in a timely and professional manner, that adheres to the regulatory requirements of the markets we support. The team works to ensure that all customer complaints are investigated fully, that we liaise effectively with the relevant departments in gathering information and solving their concerns; and that we provide feedback in a customer focused manner.

What You'll Be Doing
As part of your role, your responsibilities will include:

• Investigate in detail, all delegated complaints received within agreed SLA's.
• Assign new complaints received via all channels daily.
• Assess, communicate, and delegate all complaints to the correct departments for feedback.
• Work in collaboration with other departments, to provide solutions and resolutions to received complaints and to ensure compliance with agreed SLA's.
• Provide articulate, professional and customer focused responses – with first time resolution in mind always.
• Keep the internal complaints tracking tool up to date, always.
• Adhere to the outlined complaints handling processes, procedures, and recommended improvements.
• When relating to the complaints process, provide compliance and process direction to all departments, to ensure continued adherence to regulatory obligations and industry standards relating to online gambling.
• Assist with internal and external audits when requested.
• Assist with ad-hoc reporting.
• Provide feedback related to issues highlighted during the handling of complaints, as well as any policy or procedural updates, to the business.

This job description is not intended to be an exhaustive list of responsibilities. You may be required to complete other reasonable duties in order to achieve business objectives.
Essential Skills You'll Bring To The Table
The necessary skills that we require for this role include:

• Minimum 2 years' experience in a Customer Service centric, Complaints Handling or Regulatory Compliance roles.
• Holds a degree, diploma, or certification in Law, Business Administration, Communication, Public Relations, Consumer Protection, Compliance, Risk Management, or a related field.
• Excellent written and verbal communication skills - ability to write clear, professional, and empathic responses
• Proficient in identifying root cause and contributing factors when conducting objective and independent investigations
• Sound judgement and decisiveness

Desirable Skills You've Got Up Your Sleeve
It would be great if you also have some of the following skills:

• Knowledge & exposure to compliance, risk and fraud, and responsible gaming practices
• A solid understanding of sportsbook and casino related queries
• Ability to differentiate between Compliance vs Commerciality
• Working knowledge of Excel
• Process writing

Our values are non-negotiables
Our culture is underpinned by core values that are linked to key behavioural competencies. Along with the below behavioural competencies, these are essential for all employees in order for you to embed in and drive our culture forward.

These Competencies Are

• Initiative
• Resilience
• Adaptability
• Stakeholder Management
• Quality Focus/ High attention to detail

What You'll Get Back
We offer a great variety of personal and professional benefits to help you thrive at DigiOutsource and Super Group. This includes:

• We're dedicated to your supergrowth. Our comprehensive learning and development programmes give you a range of resources and opportunities to expand your skills and advance your career.
• Your hard work and achievements won't go unnoticed. Our innovative Performance Tool ensures you receive regular, constructive feedback, helping you to continuously improve and reach your full potential.
• Our Employee Assistance programme offers a variety of benefits which you and your family can benefit from.
• Free Massages On-site
• Free On-Site Gym
• Group Life Cover
• Funeral Fund Benefit
• Financial Services Assistance
• Employee Assistance Programme
• Curro School Fees Benefit
• Income Continuation Benefit
• Leadership Training
• Referral Bonus
• Medical Aid Subsidy
• Free Sleep Coaching
• On-site Barista
• Retirement Annuity Subsidy
• Team buildings

Be part of that Superclass feeling.
At Super Group, diversity is part of our DNA. With teams across 16 countries, 85 nationalities, and 19 languages, we take equal opportunities seriously, championing a supportive, inclusive and empowering environment wherever you are in the Group.

It's all about putting your experience first and ensuring honesty and fairness in all we do.

Here, your growth is supported and your contributions valued.

Game on

• Please note we will apply relevance to our Talent Management and Talent Development Programme as part of our recruitment process.
• Shortlisted candidates may need to complete an assessment.

This position requires trust and honesty it has access to customers financial details - therefore a credit and criminal record check will be conducted. The qualifications identified herein are an inherent job requirement; therefore, a qualification verification check will be done. By applying for this role, and supplying the necessary details, you hereby grant us permission to apply for these checks. This will be done in a confidential manner, and solely for the purposes of verification.

Should you not hear from us within 2 weeks, please deem your application as unsuccessful.

The perfect place to work, play and grow