Customer Champion – Level 2
Job insights
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Date posted
24/05/2025
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Closing date
23/06/2025
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Hiring location
North
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Remote work option
Yes
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Expatriate Eligibility
Yes
Key responsibilities
As a Level 2 Customer Champion, you play a key role in delivering exceptional customer support and driving continuous improvement. You serve as the first point of contact for our players, managing a variety of interactions independently and addressing complex or sensitive issues with professionalism and care. By employing active listening, empathy, and effective problem-solving, you transform challenges into positive experiences, fostering customer trust and loyalty. Your objective is to provide a seamless, efficient, and human experience at every touchpoint.
Key tasks & responsibilities:
- Handle customer inquiries across chat, email, and phone with professionalism and empathy.
- Diagnose and solve customer concerns.
- Accurately track and manage interactions in CRM systems (e.g., Salesforce).
- Recognize when issues need escalation and ensure smooth handover.
- Work with Risk, Payments, Compliance, and Product teams to resolve complex issues.
- Contribute to initiatives focused on improving customer experience and service quality.
- Achieve key performance indicators (KPIs) for customer satisfaction and case resolution.
Rank Interactive, the digital arm of The Rank Group plc, is a global leader in digital gaming, powered by exceptional talent and cutting-edge technology. With a strong portfolio of iconic brands, our products and people bring entertainment to millions every day, across multiple platforms.
Operating under a multi-brand strategy, we deliver online entertainment, bingo and slot games, and social gaming experiences using a combination of proprietary and licensed software.
With offices in the UK, Gibraltar, Mauritius, and South Africa, and as part of a group employing over 8,000 people worldwide, we unite people and entertainment across dynamic digital touchpoints.
By joining our high-performing and inclusive culture, you’ll become part of a team that thrives on customer-centric initiatives.
Hard skills
Soft skills
Good to know
Goals & Performance Metrics:
Customer satisfaction (CSAT) ≥ 85%
First Contact Resolution rate ≥ 70%
Average Handling Time (AHT) ≤ 5 minutes
Case accuracy in Salesforce ≥ 98%
Escalation avoidance rate ≥ 80%
N+1 Management Style:
Direct Manager: Customer Experience Team Leader
Career Progression Opportunities:
Progression to Level 3 Customer Champion within 12–18 months
Opportunity to become a Team Coach or Subject Matter Expert
Develop expertise in product knowledge and customer experience management
Benefits & Culture:
Our core values are:
Vibrant, inclusive, and fulfilling work environment
Focus on employee wellbeing, hybrid working, and wellness programs
Opportunities for growth, leadership training, and certifications
International exposure with global collaboration
We live by these 5 principles:
Own it
Push the boundaries
Win together
Deliver with pace
Be customer obsessed
We also follow the STARS values:
Service
Teamwork
Ambition
Responsibilities
Solution
Candidate Selection Criteria:
Excellent written and verbal communication in English
Prior experience in customer service is a plus
Comfortable handling both inbound and outbound enquiries
Strong listening, analytical and problem-solving skills
Organisational and reporting capabilities
Ability to retain and apply information effectively
Structured approach to handling customer cases
Ability to multitask and manage priorities with attention to detail
Proficient in Microsoft Office Suite
Soft skills:
Active listening & empathy
Patience and emotional resilience
Clear, positive communication
Team player
Service-driven mindset
Hard skills:
Excellent English fluency (written and spoken)
Strong diagnostic and problem-resolution capabilities
Experience dealing with sensitive or difficult customer interactions
Familiarity with Salesforce or similar CRM (6+ months preferred)
Knowledge of gaming/sports betting industry is a bonus
Work condition:
5 days/week (on rotation) including weekends
Shifts:
Morning: 10:00 – 19:00
Mid: 13:00 – 23:00
Night: 17:00 – 02:00
Remote working: 1 day/week after training period
Onboarding and training: 6 weeks
Rotational schedule including nights and weekends
Open space, multicultural environment
Hybrid working possible after 3 months of seniority
Salary and Benefits offered:
Competitive base salary
Benefits:
Premium Night shift payment (25% of hourly rate)
Reward Scheme based on KPIs
WFH Allowance
Meal Allowance
Attendance Bonus
Fully paid medical plan if they are taking the basic plan
Pension contribution
Recruitment process:
Pre-qualification of Applications by Careerhub Team
Phone Interview with Rank Interactive
Conducted by the recruiter
Assessment of cultural fit and relevant experience
In-person Interview (1 hour) at Rank Interactive with the Customer Experience Manager and Kritikka
Immersion Day (3 hours) at Rank Interactive
Job Offer with 72 hours
Onboarding
Message from your future manager N+1:
Join us to unlock career-boosting opportunities in a vibrant, inclusive, and supportive environment. We care about your wellbeing and growth, offering wellness programs, hybrid working, and leadership development. Collaborate with teams around the world and dive into a career full of energy, innovation, and fun!
Interested in this job?.
30 days left to apply
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