Position Overview

We are seeking a highly organized and empathetic second line Customer Resolutions Specialist to manage and resolve customer complaints efficiently and professionally.

The ideal candidate will serve as a key liaison between customers and internal teams, ensuring issues are handled promptly while maintaining a high standard of service and satisfaction.

Key Responsibilities

• Accurately receive, log, and manage customer complaints across all markets through multiple channels, including phone, email, live chat, and social media.

• Acknowledge and respond to customer concerns within agreed service level agreements (SLAs), maintaining a professional, empathetic, and courteous tone.

• Conduct thorough investigations into complaints by gathering information from internal systems and liaising with relevant departments.

• Collaborate with Alternative Dispute Resolution (ADR) services, legal counsel, and compliance teams to resolve complex or escalated complaints.

• Coordinate with internal stakeholders to ensure timely and effective resolution of customer issues.

• Keep customers informed throughout the complaint process with regular updates on status and resolution timelines.

• Monitor, track, and report complaint trends to identify root causes and recommend service or process improvements.

• Maintain clear, detailed, and accurate records in accordance with internal policies and compliance requirements.

• Contribute to continuous service improvement by sharing feedback with relevant departments and participating in training initiatives.

Requirements

• 2 year minimum experience in a senior customer service role within igaming

• Expertise in identifying opportunities to upsell or cross-sell additional products or services

• Strong analytical skills, a problem-solving mind-set and great attention to detail

• Ability to understand and relate to the customer's feelings and perspectives.

• Ability to manage communications across various platforms, such as phone, email and chat

• Skills in following up with customers to ensure satisfaction and maintain relationships

• Commercial awareness and great team player

• Flexibility to work evenings and weekends if required
  

The above duties provide a generic description of the Employee’s day to day responsibilities but should in no way be deemed to be an exhaustive list. Additional related, duties may be assigned by the Line Manager in line with business exigencies and continuity.

Why Work With Us?

At Silverspin, we’re not just about work—we’re about passion, innovation, and community. Joining us means you’ll be part of a team that celebrates creativity, supports professional growth, and values every voice. We’re committed to making Silverspin a place where you’ll be excited to come to work every day (and maybe have a little fun along the way!). 🎉💼  We offer:

• Competitive Salary & Benefits

• Growth & Development Opportunities

• Creative and Collaborative Environment

Silverspin is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.