Service Operations Analyst at Rank Group

Quatre Bornes, Plaines Wilhems, Mauritius -

Full Time

Start Date

Immediate

Expiry Date

17 Jun, 26

Salary

0.0

Posted On

19 Mar, 26

Experience

2 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Customer-centric, Problem Solving, Incident Coordination, End-to-end Incident Management, Stakeholder Communication, Trend Spotting, Incident Management Capability Strengthening, Business Process Improvement, Customer Experience Improvement, IT Operations Improvement, Service Provider Relationship Management, IT Service Management, Communication

Industry

Gambling Facilities and Casinos

Description

Company Description We are – the Rank Group. From the fun of Mecca Bingo to the experience of Grosvenor Casinos, from in-person to online, from local to global, players love the experiences our famous brands deliver. This is such an exciting sector to be part of, bringing entertainment to millions in a culture of opportunity and growth. Look at our careers site to find out more: https://careers.rank.com/ Job Description We’re looking for a customer‑centric Service Operations Analyst who thrives on solving problems and keeping things running smoothly. If you love helping people, coordinating with tech teams, and ensuring customers enjoy a flawless experience on digital platforms, this role is for you. What you’ll do Act as the go‑to point for digital and multi‑channel incidents Coordinate with tech teams to resolve customer issues quickly and with minimal disruption Manage incidents end‑to‑end - own the process, drive resolution, and keep stakeholders informed Spot trends, share insights, and help strengthen our incident management capability Work with business teams to reduce the impact of incidents on customers Build strong relationships with service providers and internal teams Contribute to continuous improvement across customer experience, IT operations, and business processes Qualifications What you’ll bring Experience supporting customers through technology issues Background in gaming or gambling (advantageous but not essential) Strong communicator - able to engage at all levels, including C‑suite Customer‑first mindset with a passion for problem solving Confidence to challenge and collaborate effectively A commercial mindset and an interest in IT Service Management (ITIL training supported!) #LI-Hybrid #LI-MN1 Additional Information Join us to unlock benefits and opportunities that will boost your career journey in a vibrant, inclusive and fulfilling work environment – so you can #BeYourself Wellbeing@Rank is important... From hybrid working and colleague support networks to menopause support and weekly PepTalks, we’re here for you. We’ll also invest in your growth by providing development opportunities, leadership training and cutting-edge industry certifications so you have the tools and resources to help you work, win and grow with us. Immerse yourself in new cultures and gain international exposure through our global business. Collaborate with colleagues from around the globe. From pensions to bonus schemes, and private medical insurance to life insurance – we've got you covered. *Our benefits vary by brand and/or location. Please have a chat with your local Talent Acquisition specialist to find out what’s in place in your location. The Rank Group are committed to being an inclusive employer, ensuring that we better understand and meet the needs and requirements of our candidates and customers. We aim to do this by facilitating fair and equal access to our services. If you require a reasonable adjustment to be made, please reach out to let us know ahead of your interview.

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Responsibilities

The analyst will serve as the primary contact for digital and multi-channel incidents, coordinating with technical teams to ensure swift resolution and minimal customer disruption. This involves owning the end-to-end incident management process, tracking trends, and collaborating with business teams to reduce customer impact.