The role #LI-Hybrid

The e-Service team has a focus on improving the customers experience across all the Kindred brands and markets. We do this by finding ways to reduce unnecessary effort our customers face when trying to resolve problems that require assistance from Customer Service. We focus on trying to address problems to prevent the need for customers to contact us altogether but also look for alternative ways customers can get support without the need to make contact.

Another dimension of the team is to improve our operational teams efficiency with the removal of unnecessary contacts and the introduction of technical solutions to improve and support their requirements.

As a listed and regulated company, Kindred Group pays great attention to player safety and sustainability. Our purpose is to transform gambling by being a trusted source of entertainment that contributes positively to society. Our goal is that 0% of revenue is derived from harmful gambling.

What will you be doing?

• Take ownership of specific markets for more local focus and function as e-Service partner for CS operations team and local country teams
• Taking full ownership of specific markets for local focus in terms of identifying, driving and supporting the CS Operations with e-Services related initiatives that will improve the customer experience for the journey of getting help.
• Doing market development activities for all customer segments
• Be the e-Service partner for CS Operations and local country teams for specific markets and work closely with CS Team Managers, CS Operations Managers and country teams to drive e-service initiatives aligned with overall CS strategy
• Be the subject matter expert with regards to e-Services Market development and the relevant markets 
• Attend stakeholder sessions to ensure e-Services is represented 
• Provide daily, weekly, monthly reports or analysis on related initiatives
• Identifying and evaluate technology solutions to improve operational efficiencies
• Recognize business benefits and impacts with regards to all initiatives 
• Conduct ad-hoc analysis to assist with problem solving
• Define business case and strategic fit in line with the groups vision
• Manage and deliver projects related to operational enhancements, while receiving support on larger projects
• Market research (technology, competitor, client needs).
• Build strong working relationships with cross-functional stakeholders
• Ensure all e-Service implementations are effectively measured and support operational efficiencies.
• Engage with stakeholders to discuss and deliver their requirements on operational development initiatives, while keeping customer needs in mind
• Identify, prioritize, and drive initiatives that supports the Global CS and e-Service Strategies

How will success be measured in this role

• Value through Global CS: CS Interaction and Technology used within CS
• Demand Management Activities for Global CS including Conversion
• CSAT
• Project delivery
• Help Centre deflection rate

What have you done?

• Knowledge of the fast-paced online gambling industry
• 2 years of experience in customer support.
• The ability to work across multiple projects simultaneously, prioritizing workload to ensuring fast deliveries
• Can work out problems, understand what is needed to resolve and drive the delivery
• Proactive and have self-management skills
• Business mind-set with a focus on delivering quality and value for the business
• Strong communicator with the ability to manage stakeholders and partners
• Ability to establish and maintain strong relationships with all type of stakeholders
• Flexible and adaptable

Skill set emphasis:

Knowledge of French/Dutch markets will be considered a strong asset.

Application process

Click on the "Apply Now" button and complete the short web form. Please add a covering letter in English to let us know your motivation for applying and your salary expectation. Our Talent Acquisition team will be in touch soon.

Kindred is an equal opportunities employer committed to employing a diverse workforce and an inclusive culture. As such we oppose all forms of discrimination in the workplace. We create equal opportunities for all our applicants and will treat people equally regardless of and not limited to, gender, age, disability, race, sexual orientation. We are committed not only to our legal obligations but also to the positive promotion that equal opportunities bring to our operations as set out in our sustainability framework. Kindred has an ESG rating of AAA by MCSI.

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