Executive Relations Officer

  • Job Reference: 00012733-1
  • Date Posted: 14 February 2021
  • Recruiter: William Hill
  • Location: Gibraltar
  • Salary: On Application
  • Sector: Administration, Bookmakers
  • Job Type: Permanent

Job Description

Putting yourself in their shoes

As a regulated gambling operator, trading since 1934, we’re committed to dealing with customer complaints. You’ll use your sound judgement to provide advice to colleagues and customers alike to ensure the right decision is made.


About us


With over 16,000 people worldwide, we make a huge investment in everyone, offering great career development opportunities. Our people are at the heart of everything we do and we offer a fast-paced environment where we have fun, celebrate success and give you all the tools you’ll need to be your best self. It’s not just our colleagues we look after – we’ve got a responsibility to our customers too and we work hard on our ambition that nobody is harmed by gambling. 

Your role in the team


As an Executive Relations Officer you’ll handle customer complaints raised within William Hill via customer and senior management. You’ll be used to dealing with sensitive customer situations, including those associated with Responsible Gambling, providing information for the business if we’ve acted incorrectly. You’ll manage complex complaints and take total ownership, highlighting any potential issues or trends. You’ll be happy to liaise with stakeholders at all levels, providing guidance around process improvements. Making decisions regarding complaints in a balanced way you’ll complete root cause analysis on all complaints to avoid us making the same mistake again.


You will predominantly work 9am -5pm however an element of on call is required on a rotational basis where you will work from the office 9am 5pm and then on call (from home) from 5pm until 10.30pm.


Skills needed


You’ll have a passion for the customer and doing the right thing. With excellent attention to detail you’ll have outstanding communication skills whether by phone, email or face to face. With the ability to work proactively you’ll be able to work on your own initiative. You’ll have excellent team and stakeholder management skills, with a passion for seeking resolution and improving customer service. Naturally inquisitive, you’ll enjoy troubleshooting and investigating to understand an issue or problem. You’ll work well under pressure and be resilient when dealing with conflicting priorities and sensitive situations. An awareness of how and why we keep our customers data safe and secure would be an advantage.

What we offer


Your 25 days holiday is topped up by 12 bank holidays and we offer you a generous pension, Healthcare and Life Assurance as standard.  Gym discounts, and our office sports and social committee activities could be right up your street.

William Hill in Gibraltar

With an average yearly temperature of 25 degrees, this Mediterranean climate has plenty to offer both inside and outside of work. And that includes scaling the impressive Rock of Gibraltar or taking a dip a one of the 6 great beach spots. And with such easy access to Spain, Morocco and Portugal, you can take your pick when it comes to where you spend your weekend.