Location Gibraltar

We are looking for a new VIP Casino Account Manager to join our Gibraltar base team.   Based in the centre of online gaming this is a unique opportunity for a passionate account manager to join a market leading business at a time of significant activity.

Reporting to the Head of VIP Gaming you will manage the day-to-day operation of William Hill Casino VIP, maintaining and growing activity whilst simultaneously building strong relationships through various mediums, including inbound and outbound communications via phone, livechat and email as well as face-to-face at hospitality events. You will also be responsible for ensuring William Hill is compliant with UK Gambling Regulations to ensure we meet our commitments as a leading gambling business.

Your main responsibilities will include but not be limited to:

• Reinforcing the Platinum Service through Hospitality, CRM, and promotions across multiple brands
• Manage a VIP Service in Casino that acts as a differentiator to the service of competitors
• Deliver the VIP Casino Business plan through product and channel growth at Customer and Group level
• Maximize and enhance the Customer journey and promoting responsible gambling, aimed at strengthening profitable relationships
• Act as VIP Champion for Platinum Customers, ensuring contacts/queries are handled as priority both individually and by all departments or 3rd parties
• Meet and host VIP’s at Hospitality events
• Report to the Head of Gaming VIP to improve processes and SLAs to avoid complaints and service failures
• Work alongside our Product teams to increase player activity and drive turnover
• Working with relevant departments, including Compliance and AML, highlighting and reducing any risks to license
• Supporting Customer Service functions globally to ensure VIP service is maintained 24/7
• Promoting Responsible Gaming at every touch point with our VIP’s

This is a prestigious role with ample opportunity to demonstrate and be rewarded for your success and commitment to William Hill and our customers.

We are looking for you to demonstrate:

• Excellent understanding of VIP
• A passion for and experience of hosting VIP customers at events
• Personable and engaging communication skills through a variety of mediums
• A strong understanding of gaming products and player preferences
• You are a good listener, empathetic and discreet
• You thrive under pressure rising to any challenge presented to you
• Has a strong knowledge of, and passion for, all Gaming products
• A commitment to continuously improving the service offered to high value clients
• You can actively apply gaming knowledge and regulation to benefit the business and your customers

This role is based in Gibraltar, providing the perfect opportunity to progress your career and take advantage of the cultural, lifestyle benefits of living in Gibraltar. William Hill actively support candidates, eligible to work in Gibraltar, who are open to relocating to further their career and in return we offer:

• An excellent re-location package typically covering moving costs, accommodation deposit and 1st months’ rent
• Help with learning the local language
• 25 days holiday + Gibraltar bank holidays (approximately 12 days)
• Healthcare and Life Assurance Pension Benefits
• Plus many more lifestyle perks as part of being a William Hill employee