Complaints & Disputes Team Lead

at  VGW

VGW is a fast-growing technology company and creator of market-leading online social games. With offices around the globe, we’re on a mission to be the biggest gaming company in the world!
Due to major growth we are expanding our Legal team in Toronto and are currently looking for a Complaints & Disputes Team Lead to join the team.
As a Complaints & Disputes Team Lead, you’ll assist with complaint & disputes investigations, aiming to decrease resolution times while ensuring thoroughness, due diligence and an excellent customer experience.

KEY RESPONSIBILITIES WILL INCLUDE:

• Undertake initial assessment of all complaints and disputes, categorising them according to an established risk framework.
• Train and develop Complaints Officers to ensure consistent, commercial recommendations and protection of VGWs business model and reputation.
• Interpretation of legislation and distilling practical application
• Provide appropriate case management oversight of all complaints and disputes cases, ensuring close out within required timeframes, and completion and filing of all required documentation.

WHAT YOU WILL BRING TO THE ROLE:

• Legal training and experience - minimum experience in a customer service supervisory role
• Knowledge of and ability to interpret legislation - consumer rights, AML/CFT, data privacy and protection, and gaming legislation (as applicable)
• Commercial orientation - Ability to apply a risk framework, undertake analysis, take into account the commercial outcome of a decision and effectively manage and communicate decisions
• Organization and planning - Plans, organizes, schedules, and manages cases in an efficient, productive manner to meet established timeframes. Focuses on key priorities