Sam Fribbins

Team Lead for Digital Contact Channels & Outbound Healthy Play @Camelot

Watford, GB

I currently help to lead the Webchat, Social Media and Healthy Play teams. My responsibilities include- Creating and owning the Social Media FAQs for the Social Media Engagement Team to use, as well as approving or rejecting any messages going out to the public- Closely liaise with other departments to construct agreed lines going out to the public- Proactively monitor and provide updates to the wider business on the type of messages/queries we get on Social Media, based on the loggings and active listening tools we have available on the platform we use (Sprinklr)- Helping to drive Webchat CSAT scores to reach our agreed targets, and analyse and present back any data I have which may be impacting current survey scores- Monitoring a Customer Dissatisfaction Model I’ve constructed, which helps me to target feedback at certain agents/ensure we do better when handling certain Webchats- Undertaking monthly 121s with the team, as well as completing their quarterly reviews- Critically analysing the customer journey for players on the Website/App, based on feedback and from testing- Owning the Webchat Quick Responses, ensuring all of our replies are accurate with room for personalisation- Assisting agents with difficult Webchat and Social Media queries, abiding by the agreed process based on the individual/context of the situation- Questioning and re-visiting processes to ensure they are still compliant and correct- Helping to ensure that we’re compliant in all key quality areas, as agreed with Gambling Commission targets- Critically analysing the customer journey for players on the Website/App, based on feedback and from testing- Ensuring that the Healthy Play Team are having quality conversations with at-risk players, as well as making sure that they consistently aim to lower their Spend and Play Limits- Closely work with the Corporate Responsibility Team, offering my advice where applicable - and helping on ad-hoc projects they\'ve undertaken.

University of Southampton

Bachelor of Arts (BA), History, 2:1