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. At DigiOutsource, we bring passionate people and innovative tech together to create market-leading online gaming solutions. Our multidisciplinary teams are passionate about products, customer experience and security. We’re empowered to achieve the ultimate in high-performance gaming experiences using the best technology available. Who we’re looking for We’re on a thrilling journey of growth and innovation, and we need passionate, driven individuals to join us. At DigiOutsource, 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. Why we need you The Customer Care – Complaints Team is looking for a suitable candidate who is energetic, dedicated, proactive, adaptable and a team player. This is a good opportunity for someone who is seeking a greater challenge and would enjoy working in a dynamic, highly motivated and performance-driven team. The successful candidate will be reporting to the Complaints Team Lead. The department is responsible for addressing and resolving customer complaints in a timely and professional manner, adhering to the regulatory requirements of the markets we support. What you’ll be doing Investigate in detail all delegated complaints received within agreed SLA’s. Assign new complaints received via all channels daily. Assess, communicate and delegate all complaints to the correct departments for feedback. Work in collaboration with other departments to provide solutions and resolutions to received complaints and ensure compliance with agreed SLA’s. Provide articulate, professional and customer-focused responses – with first time resolution in mind always. Keep the internal complaints tracking tool up to date, always. Adhere to the outlined complaints handling processes, procedures, and recommended improvements. Provide compliance and process direction to all departments to ensure continued adherence to regulatory obligations and industry standards relating to online gambling. Assist with internal and external audits when requested. Assist with ad-hoc reporting. Provide feedback related to issues highlighted during the handling of complaints, as well as any policy or procedural updates, to the business. Essential skills you’ll bring to the table Minimum 2 years’ experience in a Customer Service centric, Complaints Handling or Regulatory Compliance role. Holds a degree, diploma or certification in Law, Business Administration, Communication, Public Relations, Consumer Protection, Compliance, Risk Management or a related field. Excellent written and verbal communication skills – able to write clear, professional and empathic responses. Proficient in identifying root cause and contributing factors when conducting objective and independent investigations. Sound judgement and decisiveness. Desirable skills you’ve got up your sleeve Knowledge and exposure to compliance, risk and fraud and responsible gaming practices. A solid understanding of sportsbook and casino related queries. Ability to differentiate between Compliance vs Commerciality. Working knowledge of Excel. Process writing. Our values are non‑negotiables Initiative Resilience Adaptability Stakeholder Management Quality Focus / High attention to detail What you’ll get back Our comprehensive learning and development programmes give you resources and opportunities to expand your skills and advance your career. Our Performance Tool ensures you receive regular, constructive feedback to continuously improve and reach your full potential. Employee Assistance programme and related benefits for you and your family. Free massages, on‑site gym, on‑site barista, team buildings. Group life cover, funeral fund benefit, financial services assistance, income continuation benefit. Curro school fees benefit, leadership training, referral bonus, medical aid subsidy, retirement annuity subsidy. Free sleep coaching, Free Massages (duplicate), and other wellness perks. Application Process Shortlisted candidates may need to complete an assessment. This position requires trust and honesty; a credit and criminal record check will be conducted. A qualification verification check will also be performed. By applying for this role and supplying the necessary details, you grant us permission to apply for these checks in a confidential manner, solely for verification purposes. Should you not hear from us within 2 weeks, please deem your application as unsuccessful. #J-18808-Ljbffr