Interactive Operations Executive
| Posting date: | 14 May 2024 |
|---|---|
| Hours: | Full time |
| Closing date: | 13 June 2024 |
| Location: | UK |
| Remote working: | Fully remote |
| Company: | Inspired Gaming (UK) Ltd |
| Job type: | Permanent |
| Job reference: | 3052 |
Summary
We are seeking a skilled and dynamic Interactive Operations Executive to join our team. The Interactive Operations Executive will play a crucial role in ensuring the smooth operation of our interactive platforms, focusing on customer configuration, Incident support, and prioritisation of technical fix implementation. The ideal candidate will have a background in operations management or equivalent delivery function, excellent communication skills, and a passion for delivering exceptional customer service in a fast-paced environment.
Responsibilities:
1. Customer Configuration: Assess and configure new customers on our interactive platforms, ensuring a seamless onboarding experience and adherence to company policies and procedures.
2. Incident Support: Serve as a primary point of contact for customers experiencing technical issues, troubleshoot problems, and provide timely and effective resolutions to ensure minimal disruption to operations.
3. Prioritisation of Technical Fix Implementation: Collaborate with cross-functional teams to prioritise technical fixes based on severity, impact on operations, and customer feedback, ensuring that critical issues are addressed promptly and efficiently.
4. Continuous Improvement: Identify opportunities for process optimisation and efficiency gains within the interactive operations function, implementing best practices to enhance overall performance and customer satisfaction.
5. Documentation and Reporting: Maintain accurate records of customer configurations, technical issues, and resolutions, and generate regular reports to track key performance metrics and identify trends for further analysis.
6. Stakeholder Communication: Communicate effectively with internal stakeholders, including product development teams, customer support representatives, and senior management, to provide updates on operational issues, progress on technical fixes, and recommendations for improvement.
7. Compliance and Quality Assurance: Ensure compliance with regulatory requirements and industry standards related to interactive operations and conduct regular quality assurance checks to verify the accuracy and integrity of customer configurations and technical solutions.
Skills Required
• Proven experience in operations management or equivalent delivery function, preferably in the gambling or gaming industry.
• Technical aptitude with a solid understanding of interactive platforms, software applications, and troubleshooting techniques
• Excellent problem-solving skills with the ability to analyse complex issues and develop creative solutions.
• Exceptional communication skills, both written and verbal, with the ability to effectively interact with diverse stakeholders at all levels of the organisation.
• Highly organised with strong attention to detail and the ability to manage multiple priorities in a fast-paced environment.
• Knowledge of regulatory requirements and compliance standards applicable to the gambling industry (preferred).
• Proficiency in Microsoft Office Suite and other relevant software applications.
At Inspired, we feel it’s vital that our people are rewarded. We regularly compare our salaries against other companies to ensure we’re competitive and aligned with the market. We’ll also review your basic pay every year.
Holidays – You are entitled to a minimum of 25 days statutory holiday per year plus bank holidays. If you work part-time this will be pro-rated.
• Pension – We’re aware of how important it is to save for retirement. And at Inspired, we want to help you along the way, which is why we offer an excellent Defined Contribution pension plan that meets and exceeds auto-enrolment requirements.
• Life Assurance – From day one, you’ll receive life assurance coverage.
• Shares – From time-to-time we are able to offer discounted or enhanced Employee Stock Purchase Plans.
• Enhanced Family Leave – For many of our people, starting a family is an important part of their life journey. When you choose Inspired, you join a company that knows how important it is that you get the time to welcome your new addition, so we enhance all of our family leave entitlements - Maternity, Shared Parental, Adoption and Paternity.
• Salary Sacrifice – Join one of our Salary Sacrifice schemes, cycle-to-work or pension contributions, and you could save money on tax and National Insurance.
• Recognition
• Wellbeing Initiatives
• Social – Each office has a social committee that organizes company-funded events and other activities such as charity days, tuck shops, and inter-team competitions. It is important to us that you feel part of the Inspired family.
• Flexible & Hybrid Working
• Birthday Leave – To celebrate your birthday, you’ll be able to take a day off work anytime during the calendar month of your birthday.
• Annual Leave Buy and Sell – You are entitled to buy and sell up to five days of holiday each year.
• Employee discounts
Responsibilities:
1. Customer Configuration: Assess and configure new customers on our interactive platforms, ensuring a seamless onboarding experience and adherence to company policies and procedures.
2. Incident Support: Serve as a primary point of contact for customers experiencing technical issues, troubleshoot problems, and provide timely and effective resolutions to ensure minimal disruption to operations.
3. Prioritisation of Technical Fix Implementation: Collaborate with cross-functional teams to prioritise technical fixes based on severity, impact on operations, and customer feedback, ensuring that critical issues are addressed promptly and efficiently.
4. Continuous Improvement: Identify opportunities for process optimisation and efficiency gains within the interactive operations function, implementing best practices to enhance overall performance and customer satisfaction.
5. Documentation and Reporting: Maintain accurate records of customer configurations, technical issues, and resolutions, and generate regular reports to track key performance metrics and identify trends for further analysis.
6. Stakeholder Communication: Communicate effectively with internal stakeholders, including product development teams, customer support representatives, and senior management, to provide updates on operational issues, progress on technical fixes, and recommendations for improvement.
7. Compliance and Quality Assurance: Ensure compliance with regulatory requirements and industry standards related to interactive operations and conduct regular quality assurance checks to verify the accuracy and integrity of customer configurations and technical solutions.
Skills Required
• Proven experience in operations management or equivalent delivery function, preferably in the gambling or gaming industry.
• Technical aptitude with a solid understanding of interactive platforms, software applications, and troubleshooting techniques
• Excellent problem-solving skills with the ability to analyse complex issues and develop creative solutions.
• Exceptional communication skills, both written and verbal, with the ability to effectively interact with diverse stakeholders at all levels of the organisation.
• Highly organised with strong attention to detail and the ability to manage multiple priorities in a fast-paced environment.
• Knowledge of regulatory requirements and compliance standards applicable to the gambling industry (preferred).
• Proficiency in Microsoft Office Suite and other relevant software applications.
At Inspired, we feel it’s vital that our people are rewarded. We regularly compare our salaries against other companies to ensure we’re competitive and aligned with the market. We’ll also review your basic pay every year.
Holidays – You are entitled to a minimum of 25 days statutory holiday per year plus bank holidays. If you work part-time this will be pro-rated.
• Pension – We’re aware of how important it is to save for retirement. And at Inspired, we want to help you along the way, which is why we offer an excellent Defined Contribution pension plan that meets and exceeds auto-enrolment requirements.
• Life Assurance – From day one, you’ll receive life assurance coverage.
• Shares – From time-to-time we are able to offer discounted or enhanced Employee Stock Purchase Plans.
• Enhanced Family Leave – For many of our people, starting a family is an important part of their life journey. When you choose Inspired, you join a company that knows how important it is that you get the time to welcome your new addition, so we enhance all of our family leave entitlements - Maternity, Shared Parental, Adoption and Paternity.
• Salary Sacrifice – Join one of our Salary Sacrifice schemes, cycle-to-work or pension contributions, and you could save money on tax and National Insurance.
• Recognition
• Wellbeing Initiatives
• Social – Each office has a social committee that organizes company-funded events and other activities such as charity days, tuck shops, and inter-team competitions. It is important to us that you feel part of the Inspired family.
• Flexible & Hybrid Working
• Birthday Leave – To celebrate your birthday, you’ll be able to take a day off work anytime during the calendar month of your birthday.
• Annual Leave Buy and Sell – You are entitled to buy and sell up to five days of holiday each year.
• Employee discounts