About the Role
We are looking for a confident, enthusiastic and customer focused Customer Relations Advisor to join our team in Uckfield.
This is much more than a standard customer service role.
As a Customer Relations Advisor, you will play an important part in the day to day experience of our customers. You will be one of the main points of contact for customers using our online betting and gaming platform, helping with everything from general account queries and payments to promotions, betting enquiries and more complex account issues.
You will take ownership of customer queries from start to finish, using your judgement and problem solving skills to find the right solution while delivering a friendly, professional and personal service.
You will also work closely with other areas of the business, including Payments, Compliance, Trading and Technical teams, giving you the opportunity to develop a broad understanding of the online betting and gaming industry.
No two days are quite the same, so this role would suit someone who enjoys variety, likes solving problems and thrives in a busy environment.
What You'll Be Doing
- Providing friendly and professional customer support through Live Chat and email.
- Building positive relationships with customers and delivering a high standard of service.
- Taking ownership of customer queries and seeing them through to resolution wherever possible.
- Investigating account, betting, gaming, promotional and payment related queries.
- Identifying more complex issues and working with the appropriate internal teams to resolve them.
- Handling challenging or sensitive conversations calmly, fairly and professionally.
- Providing customers with clear and accurate information about our products, services and promotions.
- Maintaining accurate customer account notes and records within our internal systems.
- Following company procedures and regulatory requirements when dealing with customer accounts.
- Recognising when a customer may require additional support and following the appropriate Responsible Gambling procedures.
- Keeping up to date with sporting events, promotions, company procedures and changes within the business.
- Sharing customer feedback and recurring issues with the wider team to help improve our service and customer experience.
- Supporting colleagues and contributing to a positive, knowledgeable and customer focused team environment.
What We're Looking For
We are looking for someone with personality, good judgement and a genuine desire to help customers.
Ideally, you will have:
- Previous experience within customer service, customer relations or a similar customer facing role.
- Strong written communication skills and the ability to adapt your approach depending on the customer and situation.
- Confidence communicating with customers through Live Chat and email.
- Excellent problem solving skills and the ability to think logically when investigating a query.
- Strong attention to detail.
- The ability to remain calm and professional when dealing with difficult or challenging situations.
- A proactive attitude and willingness to take ownership rather than simply pass queries on.
- Good computer skills and confidence learning new systems.
- The ability to work both independently and as part of a team.
- An interest in sport.
Previous experience within the betting or gambling industry would be an advantage, although this is not essential. A good understanding of sports betting or online gaming would also be beneficial.
Why Join Us?
This is a great opportunity for someone looking for more than a traditional customer service position.
You will gain hands on experience across a wide variety of areas within the online betting and gaming industry while developing skills in customer relations, account investigation, payments, responsible gambling, compliance and problem solving.
We are a close knit team where your ideas, feedback and contribution matter, and there are opportunities to develop your knowledge and take on additional responsibilities as you grow within the role.
If you love sport, enjoy helping people and want a role where every day brings something different, we'd love to hear from you.
Ability to Commute
Applicants must be able to reliably commute to our office in Uckfield, East Sussex TN22 1QQ, or plan to relocate before starting work.
Pay: £13.00-£14.00 per hour
Ability to commute/relocate:
- Uckfield TN22 1QQ: reliably commute or plan to relocate before starting work (required)
Application question(s):
- How many years of On-line customer service experience do you have?
Experience:
- Gambling Industry: 1 year (preferred)
Work authorisation:
- United Kingdom (required)
Work Location: In person
