Customer Care Advisor

3 weeks ago

Nottingham, United Kingdom Entain Full time

**About The Role**:
We’re Entain. Our vision is to be the world leader in sports betting and gaming entertainment by creating the most exciting and trusted experience for our customers, revolutionising the gambling space as we go. We're home to a global family of more than 25 well-known brands, and with a focus on sustainability and growth, we will transform our sector for our players, for ourselves and for the good of entertainment.

As a Customer Care Advisor, you will be responsible for helping, supporting and providing resolutions to queries/complaints relating to our Retail Shops providing our retail customer base with a service which continually exceeds expectation.

We operate on a shift basis in order to cover the shop opening hours:

- Monday to Saturday 8:30am to 21:30pm
- Sunday 10:30am to 21:30pm. All applicants will be required to cover these shifts.
- We work on a rota basis which will change weekly.

Key Responsibilities
- Actively listen, communicate and understand our customer needs by building effective and sustainable relationship
- Maintain a consistent and professional approach to all our customers
- Utilising multiple systems (CCTV/Shop tills/Supplier Systems/3rd party websites) to analyse bet details/history/pricing to assess the validity of a customer's claim.
- Constantly review and digest significant volumes of information on daily/weekly promotions to maximise knowledge and skills.
- Gaining and maintaining full knowledge of retail rules.
- Influencing middle/senior field managers by sharing case details, providing a suggested outcome and ensuring the manager provides a prompt response to ensure customer isn't left waiting.
- Managing all live cases in queue to ensure delivery of customer response SLA of 48 hours.
- Logging all cases accurately on case management system.
- Escalating unresolved cases to team leaders/team manager accurately.
- Engaging multiple internal departments to ensure prompt resolution to cases.
- Ensure customer records are accurate and reflect current status and remain confidential at all times when handling customer contacts.
- Adopt and adhere to rules and conditions relating to compliance relevant to our business. E.G Self-exclusion/Reinstatements and Breach.
- Escalate very large winning bets to HOD/Directors providing extensive case details to support payment request.
- Communicate exceptionally well both verbally (when under pressure) and in writing to maintain positive brand image.
- Owning own personal development, complete mandatory e-learning/log learning goals on company learning platform to strive for continual improvement.

**Additional Information**:
**Specialist skills and experience**
**Essential:

- Excellent Listening Skills
- Outstanding communicator
- Passion for delivering excellent customer service
- The ability to build strong relationships and communicate effectively
- Self-motivated with strong organisational skills
- Ability to deal with challenging situations in a calm and professional manner
- The ability to adapt and learn new skills

Desirable:

- Sport and Betting knowledge

**About The Company**:
We’re Entain. Powered by our very own technology and building products that push boundaries, Entain is home to a global family of more than 25 well-known brands and over 24,000 people, but we all play for the same team. When we win, we win together. Our vision is to be the world leader in betting, gaming and interactive entertainment by bringing moments of excitement into people’s lives. We will achieve this through our focus on sustainability and growth, driving change in the fast-paced world of entertainment.

**Diversity and inclusion at Entain**

As a global employer, Entain is committed to providing a safe, fun, and inclusive culture where our people feel like they truly belong. We are a multicultural business that values, celebrates and respects individual differences, so whatever your sexuality, gender, gender identity, ability, age, race, religion or belief, you will have a voice here, and the space to do your best work. Our diverse internal networks provide the support for you to express your views and make a positive difference.

**Wellbeing at Entain**

We want our employees to feel healthy and supported at home and at work. That's why we have our Well-me programme, which provides information, tools and training to help our people look after their mental and physical wellbeing in ways that matter to them.

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