Internal Relationship Manager Betway Premium

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Job title: Internal Relationship Manager - Betway Premium

Department: Betway Premium

Reporting to: Team Leader

Who we are

We’re part of Super Group, the NYSE-listed digital gaming company behind some of the world’s leading Sports and iGaming brands.

Our journey started in 1999 with a handful of brilliant individuals and some very big picture thinking. Now, we are an ever-growing community of 300+ talented and exceptional people at the forefront of the vast and competitive world. Our expertise lies in marketing, customer service and technology.

Who we’re looking for

We’re on a thrilling journey of growth and innovation, and we need passionate, driven individuals to join us. Every day is action-packed, and we expect you to bring your A-game. In return, you’ll find a supportive environment where your skills can flourish and your career can soar.

Ready to become a game-changer? Supercharge your career with us and be part of something extraordinary.

Why we need you

We’re on a mission to create extraordinary experiences for our customers, and we believe that your unique skills, passion and superdrive will help us achieve our vision.

The role of the Senior Customer Service Specialist is to assist the Customer Service Manager and Customer Service Team Leads on shift in ensuring that priority service and administrative services are provided to our High Value Customers.

What you’ll be doing

As our Internal Relationship Manager, you will be responsible for maintaining and enhancing long term relationships with our nominated high-end players with an objective of extracting maximum value and retention. The candidate will be responsible for maintaining, developing and increasing high value retention, activity rates, and revenue through exceptional service deliver with the aim of first contact resolution. This will be achieved through providing client support, proactive outbound calling, roadshows and eventing when required, collection and updating of player information and acquisition of new high value customers. The candidate may be required to travel locally from time to time. The candidate will need to possess strong client relationship skills. They will also be technically minded, and be familiar with CRM best practices. An inquiring mind is needed in order to be able to creatively solve challenges and propose new and fresh alternatives to existing processes.

As part of your role, your responsibilities will include partnering with the High Value Customer team, but won’t be limited to, the following:

Dedicated and prioritised Contact Centre service to all High Value Customers queries coming into any of the Contact Centre Channels

Support the High Value Hosts with any help they may require, which will include but is not limited to bonus calculations, comping of accounts, expediting withdrawals, prioritising deposit timeouts etc

Manage all HVC CRM Work item queries as well as Work Items received from other departments where required and ensure feedback is provided to all involved parties

Assist HVC Hosts, Managers and Team Leaders with overflow CRM Work Item queries to ensure overall CRM Work Items are handled within SLA

Act as the end-to-end feedback loop to customers on any CRM Work Items where feedback is required

Assist Team Leaders and Managers with any ad-hoc teams escalations and assistance they may require whilst on shift

Make contact with low HVC CSAT ratings and turn the customer service experienced into a positive experience

Make contact with high value customers who abandoned in queue and assist with their queries accordingly

Assist with any overflow service recovery tasks that the Customer Service Team Leaders may require help with

Partnering with the High Value Customer Team:

Gifting: Partnering with the High Value Customer country team whom will manage the planning and delivery of appropriate gifting as deemed necessary for birthdays, specials holidays, big wins and losses or other adhoc occasions.

Events and Roadshows: Understand effective cost or investment management regarding player selection for roadshows and events.

Customer Value Management: Understand all profitability numbers and ratios e.g. Margin, Net win ratios, etc. and how the segment affects the overall business.

Client Support and Out bounding: This can include relationship building e-mails; SMS, in app notifications and telephone calls and respective notes for the contacts need to be captured and reflect on internal systems is critical.

Information management: Ensure that all player information and soft facts are captured and are up to date ensuring that details are captured on the applicable tools.

Campaign execution: Understanding the tactics the High Value Customer team use to identify, design and implement initiatives, interventions, promotions and out of the box ideas to retain lapsing or to reacquire lapsed and inactive High Value customer.

This job description is not intended to be an exhaustive list of responsibilities. You may be required to complete other reasonable duties in order to achieve business objectives

Essential skills you’ll bring to the table

The necessary skills that we require for this role include:

Degree is essential

Strong verbal and written communication skills, with the ability to convey complex ideas clearly and effectively

Expertise in managing multiple projects simultaneously, with a track record of delivering on time and within scope

Exceptional attention to detail, ensuring high standards of quality in all outputs

Ability to adapt quickly to changing environments and priorities, maintaining effectiveness in dynamic situation

Ability to communicate across all levels

Strong project management skills

Numbers driven with strong analytical skills

Excellent interpersonal and negotiation skills

Must be deadline and target driven with good time management

Ability to work under pressure and adapt well to change

Ability to understand and manage client expectations

Team player who can work well under pressure

Excellent computer literacy with high proficiency in excel

Consistent high standard and quality of work

Good time management skills and ability to effectively multi-task in a deadline-drive, high pressure environment

Extremely detail oriented and well organized

Excellent interpersonal and customer orientation skills

Ability to clearly and effectively communicate

Exceptional organisation skills, with the ability to manage multiple projects, prioritise effectively, and meet deadlines – all while doing so with strong attention to detail and focus on quality and excellence

Betway Premium is a 24-hour operation therefore must be willing to work on a rotational shift basis and flexible to work overtime

Must have own vehicle transport

Desirable skills you’ve got up your sleeve

It would be great if you also have some of the following skills:

Knowledge of sports betting markets, including odds calculation, betting types and market trends

Computer literacy and proficiency in Microsoft Office Suite (Word, Excel, Project, PowerPoint)

Ability to use pivot tables and work with an advanced statistical database and statistical methods and functions

Team player with self-starting capabilities who can work in groups or alone to drive results

Our values are non-negotiables

Our culture is underpinned by core values that are linked to key behavioural competencies. Along with the below behavioural competencies, these are essential for all employees in order for you to embed in and drive our culture forward.

These competencies are:

Adaptability

Ownership and accountability

Initiating action

Resilience

Team orientation

Integrity

Innovation

What you’ll get back

We offer a great variety of personal and professional benefits to help you thrive at Betway Africa and Super Group. This includes:

We’re dedicated to your supergrowth. Our comprehensive learning and development programmes give you a range of resources and opportunities to expand your skills and advance your career.

Your hard work and achievements won’t go unnoticed. Our innovative Performance Tool ensures you receive regular, constructive feedback, helping you to continuously improve and reach your full potential.

Our Employee Assistance programme offers a variety of benefits which you and your family can benefit from.

Be part of that Superclass feeling

At Super Group, diversity is part of our DNA. With teams across 16 countries, 85 nationalities, and 27 languages, we take equal opportunities seriously, championing a supportive, inclusive and empowering environment wherever you are in the Group.

It’s all about putting your experience first and ensuring honesty and fairness in all we do. Here, your growth is supported and your contributions valued.

Game on!

*Please note we will apply relevance to our Talent Management and Talent Development Programme as part of our recruitment process.

*Shortlisted candidates may need to complete an assessment.

This position requires trust and honesty it has access to customers financial details - therefore a credit and criminal record check will be conducted. The qualifications identified herein are an inherent job requirement; therefore, a qualification verification check will be done. By applying for this role, and supplying the necessary details, you hereby grant us permission to apply for these checks. This will be done in a confidential manner, and solely for the purposes of verification.

Should you not hear from us within 2 weeks, please deem your application as unsuccessful.

The perfect place to work, play and grow!

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