Service Delivery Specialist

Bally's Interactive; Newcastle-under-Lyme; On-site; GBP 30,000 - 45,000; Full time

Job summary

Bally's Interactive, a leading company in the online gaming industry, seeks a Service Delivery Specialist to enhance customer experiences through operational excellence. The ideal candidate will have a strong background in data analysis, project management, and customer-focused operations in a fast-paced environment.

Qualifications

• Experience in customer-focused operational roles.
• Advanced skills in data analysis and reporting.
• Proven project management experience.

Responsibilities

• Analyze data and create reports for decision-making.
• Enhance customer journeys and experiences.
• Review and improve operational processes continuously.

Skills

HTML

SQL

JavaScript

Excel

Project Management

Organizational Skills

Tools

Zendesk

Customer Admin

Klaus

Calabrio

Job description

Well, what about the role?

The Service Delivery Specialist is pivotal in achieving our goals. Supporting the Service Delivery team and Director, this role collaborates across stakeholders and departments to deliver exceptional operational experiences that align with our commercial objectives. We seek a seasoned online gaming operator with extensive experience in customer-focused operational roles across multiple business areas. A data-driven mindset and expertise in data analysis, systems, and processes are essential to develop and enhance our world-class customer experiences.

And what are we looking for?

• Experience with HTML, SQL, and JavaScript.
• Advanced Excel skills for operational reporting.
• Familiarity with tools like Zendesk, Customer Admin, Klaus, and Calabrio.
• Proven project management skills in fast-paced environments.
• Exceptional organizational and multi-tasking abilities.
  
  

This Is What You'll Do

• Gain a deep understanding of our UK operations and processes.
• Analyse data and create reports for informed decision-making.
• Monitor performance trends and adapt strategies accordingly.
• Focus on enhancing customer journeys and experiences.
• Continuously review and improve customer experiences.
• Benchmark against industry standards and implement enhancements.
• Innovate with tools and contribute to product development.
• Enhance knowledge bases for agents and self-service options.
• Identify and prioritize risks and improvements across systems.
• Influence customer experiences and assess opportunities.
• Ensure customer-centric projects align with business goals.
• Utilize AI and self-service tools to enhance experiences.
• Solve problems with both short-term and long-term solutions.
• Embrace new challenges and adapt to a dynamic environment.
• Foster a culture of continuous improvement and learning.
  
  

Measures of Success

• Departmental KPIs (answer rates, wait times)
• Global OKRs
• Customer Satisfaction (CSAT)
• Stakeholder feedback
  
  

DNA / Values

At Bally’s Interactive, we are driven by a set of core values that we like to call our DNA. We strive to embody our DNA and keep them at the heart of everything we do!

We are Always Ready to embrace change, adapt, and do what it takes to delight our customers. We believe that You Make the Difference, which is what gives our players the best experience and keeps them coming back. We are All One Team, looking out for each other, respecting diversity while connecting through a common purpose. Our teams are Learning Every Day by showing constant curiosity and the drive to learn from successes, mistakes, new experiences, and the people around us. At Bally’s we Love to Lead by thinking differently, seeking innovation, and always looking for ways to raise our game.

Equal Opportunities

At Bally’s Interactive, we are committed to promoting equal opportunities in employment and working conditions.

Diversity, Equity and Inclusion are important to us, and we encourage a culture where everyone can be themselves at work.

We believe passionately that employing a diverse workforce is central to our success, this is our superpower.

We do not discriminate against employees or job applicants on the basis of race, colour, nationality, ethnic or national origin, age, sex or sexual orientation, gender reassignment, religion or belief, marital or civil partner status, pregnancy or maternity, political opinion or disability.