We are 888|William Hill...

We are one of the world’s leading betting and gaming companies. In 2022, 888 holdings acquired the international (non-US) business of William Hill to create a global industry leader. Incorporated in Gibraltar, and headquartered and listed in the UK, the Group operates from offices worldwide and employs over 11,000 people globally.

The Group's mission is to lead the gambling world in creating the best betting and gaming experiences, bringing unrivalled moments of excitement to people's day-to-day lives. It achieves this by developing state-of-the-art technology and content-rich products that provide fun, fair and safe betting and gaming entertainment to customers worldwide.

The Nordic Complaints Coordinator is responsible for improving and monitoring Complaints and Responsible Gaming areas in order to deliver outstanding customer service. The person in charge is tracking and monitoring all complaints and works alongside various departments to continue to develop and improve the responsible gaming and complaints sector.

• Addressing any concerns that may arise with customers.
• Take on board our customer’s feedback and go the extra mile to work towards retention and retaining customers.  
• Working very closely with the customer service specialists and other departments to ensure the best possible customer service 
• Dealing with all incoming customer complaints as well as logging and reporting these correctly within Oracle.
• Assist the CRO manager to stay on top of license requirements and improve processes and procedures continuously.
• Carry out the necessary training sessions across the Customer Service Team and provide support and share your skills to all specialist’s when required from yourself or falls in your sector.
• Dealing with customers instantly via email.
• Looking after all customer complaints across all brands and markets.
• Handling ADR complaints along with the CRO Manager.
• To carry out training sessions with Customer Support on Complaints and Objection Handling when needed.
• To work closely with the CRO DSAR time when receiving GDPR requests and work within a strict deadline.
• To work and liaise with all departments across the business when carrying out investigations.
• To work shifts and weekends when required. 
• To carry out 1-1 meetings and coaching sessions within Customer Support when needed.
• Working in shifts of Monday -Friday. Weekend work will not be part of the schedule but may be needed on rare occasions. 

• Fluency in written and spoken English is a must. 
• Fluency in either Danish or Swedish is a must. The ideal candidate would have some understanding of both languages. 
• Excellent verbal and written communication skills.
• Ability to write reports, hold presentations, keep records and work within a budget.
• Ability to handle complaints, provide appropriate solutions and alternatives within the time limits, follow up and ensure a resolution.
• Proven ability to identify and asses’ customers’ needs to achieve satisfaction.
• Ability to build sustainable relationships of trust with our customers through your communication.
• Willingness to go the extra mile in engaging with your customers.
• Excellent organisational skills and the ability to manage time.
• Pro-Activeness and willingness to take responsibility.
• Clear thinking, planning and problem solving.

• Balance - A flexible way of working: Opportunity to work from home for most of your working time.
• Private health insurance: Including dental care, travel insurance, and life insurance.
• Balance & Wellbeing allowance: Can be used on gym/fitness memberships, fitness clothing /equipment, consultations with a dietician/nutritionist, massages or items for your home office.
• Free access to Wellness Cloud: A tool to help encourage greater wellbeing through online coaching, webinars, videos and other resources. 
• Office perks: A chef in the office weekly preparing healthy meals, coffee shop vouchers, juices, snacks, Friday after work events (non-alcoholic beverages also offered).
• Volunteer Time Off Programme: 20 days paid leave you can avail after your first year of employment to volunteer at an organisation online, locally, or abroad.