Clare Hancock

Experience

• 

  Listers Group

  Nov 2011 - Oct 2012

  Sales Administrator

  • Office administration such as scanning, filling and photocopying• Greeting customers and dealing with a high volume of telephone calls• Setting up internal and external meetings• Book accommodation and travel for sales executives

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  Bet365

  Nov 2012 - Sept 2015

  • First point of contact, dealing with VIP customer queries via telephone, live chat and email• Providing in depth product knowledge and understanding across four brands. Casino, Games, Bingo and poker.• Reviewing accounts and issuing bonuses where eligible, goodwill and advances on their specific bonus deals.• VIP retention in absence of VIP account managers• Deputy to on Duty TL• Assisting other advisors with their queries to ensure correct and accurate information is given to the customer Show less

  • VIP Qualified Accounts Advisor

    Jul 2014 - Sept 2015

  • Customer Service Representative

    Nov 2012 - Jul 2014
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  William Hill

  Sept 2015 - Jan 2021

  Team Leadership - Currently I am responsible for a team of 10 executives, I identify key motivators for the indivuals in my team and adapt to their indivual needs in order to achive the best performance. I take an active interest in and support everyones personal development.I hold regular 1-2-1 meetings with everyone in the team to identify any training issues and celebrate any sucesses there may have been, as I do a monthly QA and review of their work. Weekly meetings are held with the whole team in order for everyone to have a group discussion around any updates there maybe and for the team to be able to offer suggestions or feedback.Task management - I am able to handle multiple tasks concurrently, supporting my team and the Head of Safer Gambling.Recruitment - I am responsible for the recruitment of the team, ensuring I have the right people for the job and the current team.Compliance - I ensure that myself and my staff understand and are compliant with internal Safer gambling and UKGC polices and procedures.Relationships - I have built strong relationships with other departments ensuring that there are no flaws in the processes to allow us to run along side each other to reach the end goal, I also have good relationships with stake holders, higher management and all of the team memebers, I believe it is important for everyone to feel they can approach me with whatever issues they may be having.Operations - I own and am responsible for the effective delivery of the player protection processes by the team, ensuring the customer has the best possible experiance and the team are performing within the department KPI's. Show less

  • Safer Gambling Team Leader

    Feb 2019 - Jan 2021

  • Senior Customer Validation Executive

    Mar 2018 - Mar 2019

  • Gold Team Account Executive

    Sept 2015 - Mar 2018
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  Entain

  Jan 2021 - Mar 2022

  Account Validation Manager
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  Grace Media Ltd

  Mar 2022 - Oct 2024

  • Head of Compliance

    Jan 2023 - Oct 2024

  • Operations Compliance Manager

    Mar 2022 - Jan 2023
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  Begame Group

  Oct 2024 - now

  Head of Regulatory Compliance