Rank to open new customer service hub

Rank Group is to open a new Sheffield-based customer service hub in September for its retail and online divisions.

The operator has appointed customer service expert Liam Smith as director of customer contact to lead the launch of the centre, which will employ more than 60 people.

Smith joins Rank from Contact Center Managed Services, where he worked as managing director for more than two years, and previously held a number of business roles at UK energy giant npower.

He will be responsible for opening and managing the new centre, which will cover both the online and retail businesses of the operator.

“The new Rank Customer Service Hub, which will open in September, represents a significant investment by the group for our employees and customers, but we are confident that the team will be able to help us to improve levels of customer satisfaction as well as retaining and growing our digital customer base,” said Rank customer operations director, Darren Moffett.

“[Smith] has extensive experience in the gaming industry as well as having worked with a number of high profile companies, both in-house and as a consultant, driving award winning customer experience,” said Moffett.

Smith, who will be reporting directly to Moffett, said he was “delighted” to join the company.

“I have every confidence that our new Customer Services hub will enable Rank to deliver a key point of competitive differentiation and that we will be able to use it to improve levels of customer satisfaction as well as driving enhanced business performance.”