Call Center Advisor

6 months ago


Nottingham, United Kingdom Entain Full time

**About The Role**:
**Role Purpose**:
To provide the best possible reactive and proactive customer support using the ‘Sales through Service’ ethos for the Bingo, Casino and Poker, Sports Betting Interactive and Retail customers across multiple contact channels.

**Key responsibilities**
- Provide award winning standard service across all contact channels as required through all communication channels (voice and non-voice) whilst maintaining service levels and efficiencies.
- Improve and optimize customer value through maximising customer conversion and retention opportunities utilising company marketing initiatives and the ‘Sales through Service’ mentality
- Be able to respond across all products, but become an expert in at least one area
- Ensure familiarity with all marketing initiatives and up-to-date customer support functions and processes
- Maintain open and transparent communication within the team
- Proactively escalate any issues that would affect the customer experience
- Provide first time resolution to customer contacts, taking into account the commercial value of each contact.
- Escalate customer complex enquires to the Senior Customer Advisor and relay outcomes of investigations to customers.
- Maintain a Quality & Assurance score that meets and exceeds department KPI for each period outlined in the annual objectives.
- Perform any other duties as assigned and required.

**Qualifications and Educational Requirements**
- Must possess a High School Diploma, Vocational Diploma / Short Course Certificate, Bachelor’s Degree, any field.

**Specialist Skills and Experience Required**
- Contact Centre and Customer Service Experience - an advantage
- Fluent in English - written and spoken to an excellent standard - a must
- A great attitude and desire to help our customers
- Reliable with a strong work ethic
- A flexible approach to work schedules and shift patterns
- Able to react to company needs
- A proactive and ‘can do’ approach
- Can work independently and within a team
- Quality of service and going the extra mile is at the heart of your service approach

**Additional Information**:
We operate on a shift basis in order to cover the shop opening hours:
Monday to Saturday 8:30am to 21:30pm

Sunday 9:30am to 21:30pm.

All applicants will be required to cover these shifts. We work on a Rota basis which will change weekly.
- Example of rotating shift times would be:
08.30am - 4.30pm

10.30am - 6.30pm

12pm - 8pm

1.30pm - 9.30pm

**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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