Complaints Specialist
🚀 Why Midnite?
Midnite is a next-generation sports betting and gaming platform built for a new wave of players.
We combine sharp product thinking, bold brand, and fast execution to create experiences that feel modern, intuitive, and built for how people actually play today.
Over 400,000 players have already made the move, and we’re only just getting started.
We’re a high-performance team operating at pace. High ownership. Constant iteration. No hiding behind processes. We move quickly, test relentlessly, and turn ambitious ideas into real impact. If you’re driven, creative, and thrive in fast-moving environments where you can shape meaningful outcomes - keep reading.
Not your grandad’s bookie.
👀 The Role
Title: Complaints Specialist
Team: Player Support
Location: Gibraltar - Fulltime Onsite
Salary: £33,000–£38,000
We’re looking for a Complaints Specialist to help redefine how complaints are handled at Midnite. This is not a traditional complaints handler role.
Most operators treat complaints as a regulatory obligation. We see them differently. Every complaint is a signal. It can show us where trust has been damaged, where a product journey is broken, where communication has failed, where a process is creating friction, or where we need to make a better decision for the customer and the business.
You’ll own the operational delivery: investigating complaints end to end, making fair decisions, writing high-quality responses, spotting patterns, and turning customer pain points into meaningful business insight.
You will:
Own customer complaints end to end, from investigation through to final response.
Gather, review and assess evidence from internal systems, customer contact history, product behaviour and relevant teams.
Write clear, fair, accurate and high-quality complaint responses that build trust, even when the answer is difficult.
Make balanced decisions that consider the customer, the facts, regulatory requirements and Midnite’s standards.
Ensure complaints are handled in line with relevant regulatory obligations, internal policies and required timeframes.
Prepare strong, well-evidenced case files for ADR or escalation where required.
Identify complaint trends, recurring issues and root causes.
Turn complaint insight into clear feedback for Product, Engineering, CRM, Trading, Compliance and Player Support.
Support continuous improvement initiatives that reduce customer friction and prevent repeat complaints.
Maintain accurate complaint documentation, decision records and knowledge resources.
Help improve complaint processes as the function scales.
Identify opportunities to use automation, AI and better tooling to improve speed, consistency and quality.
Use data to improve complaint outcomes, reporting and business decision-making.
Help build a complaints function that is known internally for insight, fairness, pace and high standards.
The next Midniter:
Is an exceptional written communicator who can explain complex issues clearly and humanly.
Is a strong investigator who knows how to follow evidence, spot gaps and get to the truth.
Is highly organised, able to manage multiple cases, deadlines and priorities without losing quality.
Is comfortable making difficult decisions and standing behind them.
Is data-driven, with the ability to spot patterns and turn individual complaints into wider insight.
Is naturally curious and always asking what caused the issue, not just how to close the case.
Is willing to challenge the status quo and improve how things are done.
Is commercially aware, while still deeply focused on fair customer outcomes.
Is comfortable working in ambiguity, especially in a function that is still being built.
Has high ownership: you do not wait to be chased, and you do not leave things half-solved.
Is energised by scale-up pace, change and the opportunity to build something better than the industry default.
Experience in gambling, fintech, financial services or another regulated industry is desirable, but not essential.
💰 Winnings
Join us at an exciting stage as we establish our Gibraltar office. We're investing in a great local employee experience and will continue to expand our benefits package as we grow.
Additional annual leave based on tenure. Receive an extra two days after three years with Midnite, plus a further three days after five years.
Quarterly team socials to connect, celebrate and have fun together.
At Midnite, we’re committed to creating equal opportunities for everyone. We actively strive to build balanced teams that reflect the diversity of our communities, including ethnic minorities, people with disabilities, the LGBTQIA+ community, and all genders.
We aim to provide an inclusive and supportive interview experience for all candidates. If you require any reasonable adjustments, please let us know in advance so we can ensure you feel comfortable and set up for success.