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Customer Experience Team Leader (Malta)

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Customer Experience Team Leader

Malta

Description

Kwiff Limited is looking for a Customer Experience Team Leader based in Malta to join our Operations Team. We are thrilled to announce a new opening due to a recent internal promotion within the team.

 

We are seeking an experienced professional with a strong background in the i-gaming industry, customer experience, and team management. The role involves leading a team of agents to deliver exceptional customer service while driving performance and fostering a positive work environment.

Responsibilities:

  • Train and onboard new agents
  • Update and refine procedures
  • Team management: Lead, inspire, and support the customer experience team, fostering a positive work culture and encouraging collaboration and growth.
  • Rota and holiday management: Create and manage team schedules, ensuring adequate coverage to meet customer needs while accommodating holiday requests.
  • Performance monitoring: Analyse and track team performance against key performance indicators (KPIs), identifying areas for improvement and implementing strategies to enhance results.
  • Customer complaint handling: Take ownership of escalated complaints, resolving them promptly and professionally while identifying patterns or issues to prevent recurrence
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Qualifications

  • Customer Support and Customer Satisfaction skills
  • Analytical Skills and Communication abilities
  • Technical Support expertise
  • Experience in leading a team or managing projects
  • Excellent problem-solving and decision-making skills
  • Ability to prioritize and multitask in a fast-paced environment
  • Knowledge of Zendesk and customer support tools is a must
  • Previous experience in the betting or gaming industry is a must

Benefits:

  • Free Lunch delivered 5 days a week to the office
  • Quarterly team events to keep you entertained
  • An office full of dogs
  • 500 euro yearly well-being allowance (upon passing probation)
  • Quarterly company performance-based bonus (upon passing probation)
  • Quarterly team performance-based bonus scheme (upon passing probation)

About kwiff

Kwiff is not gambling as you know it. It’s a new approach to sports betting and casino focusing on giving each player an individual experience. We are determined to challenge the industry by being outrageously innovative and product focused – building the gambling company of the future. To be in total control we have built our own tech platform including a fully automated

gaming experience. We have launched our native iOS and Android apps on the UK market, offering our customers best-in-class UX/UI. Our ambition is to offer the best gambling experience and we have the knowledge, resources and courage to make it happen.

At kwiff we value people that are:

BOLD – believe they can make a difference and have a big impact.

SMART – action driven, customer centric, curious, good collaborator.

RESPONSIBLE – have great judgement, acts in the company’s best interest, self-motivated

ENTERTAINING – helps creating an awesome customer experience, are easy going, a team player and enjoy having fun at work.

 
This is an exciting time to join us. We are a fresh, diverse and dynamic company founded by industry recognised people with a long successful track record in the gambling business. We know what we are doing and where we are going. Come with us!
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Responsible Gambling

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Operated by Kwiff Limited, Kwiff Penthouse, Domestica Building, Triq Il-Wied Ta’ L-Msida, Msida, MSD9023, Malta. Kwiff Ltd is a wholly-owned subsidiary of Eaton Gate Gaming Limited. Eaton Gate Gaming Limited is licensed and regulated in Great Britain by the Gambling Commission under account number 44448. This licence names Kwiff Ltd as agent and authorises Kwiff Ltd to provide gambling facilities, by way of umbrella licence held by its parent company. Please bet responsibly. Copyright © 2015 – 2023 Spryme Limited. All rights reserved.

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Compliance Executive (Malta)

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Compliance Executive (Malta)

Our marketing teams are innovative and exciting and that really scares our compliance team!

Sorry, this job description is written by the compliance team so it’s going to be a bit dull compared to our normal marketing….

Kwiff is looking for a Compliance Executive to join our Compliance Team in the Maltese office with a drive and passion for all areas of regulation. The role will have a particular focus on marketing compliance.

The role will be responsible for supporting compliant operations and the contractual obligations of the group.

A successful candidate will be supporting a comprehensive programme to comply with applicable regulatory obligations.

The role will also be expected to contribute toward the product development of our proprietary technology.

Responsibilities

  • Audit marketing material and give advice and approval for campaigns to ensure compliance
  • Continually sample live marketing material to identify potential breaches of regulations or internal procedures
  • Continually improving guidelines for marketing teams to follow, giving clear parameters for regulated activities
  • Act as an intermediary and advisor to the marketing functions to deliver regulatory compliance
  • Perform regular internal audits and assessments to ensure the business is compliant with relevant codes and legislation and highlight areas of concerns
  • Ensure internal frameworks are appropriate to reach compliance
  • Administer 3rd party onboarding by collecting and maintaining due diligence
  • Designing and assisting with training on compliant practices
  • Providing Compliance reports to Senior management.
  • Gather regulatory reporting data for external authorities.
  • Develop up to date knowledge of regulations and any potential changes and ensure the business is kept up to date with any regulatory changes
  • Other tasks applicable to the overall responsibilities of the team

Essential Skills

  • Law graduate or 2 years of professional experience in compliance or risk within the gambling sector (or other highly regulated industries such as financial services, insurance, tobacco or alcohol)
  • Marketing savvy with a strong understanding of multi-channel gambling marketing
  • A good understanding of the digital media landscape and marketing practices.
  • Working with multiple stakeholders to ensure best practices, transparency and proactive communication
  • Integrity and professional ethics
  • Outstanding planning abilities
  • Fluent in English (Speaking and writing)

What we offer

  • Competitive salary
  • Health and dental insurance plan
  • Company performance bonuses
  • Gym or health and well-being allowance
  • Beer Fridays (well every day if you want, we have an office tap ready to pour)
  • Flexible working hours
  • Dogs, dogs, dogs – lots of office dogs
  • Free lunch every week day

 

Kwiff is not gambling as you know it. It’s a new approach to sports betting and casino focusing on giving each player an individual experience. We are determined to challenge the industry by being outrageously innovative and product focused – building the gambling company of the future. To be in total control we have built our own tech platform including a fully automated gaming experience.