Customer Service Advisor

6 days ago

St Albans, United Kingdom Spreadex Full time

**ABOUT US**

Spreadex has been operating for over 20 years as a sports and financial spread betting provider. The business expanded to offer fixed odds betting in 2010, casino betting in 2011 and CFD trading in 2017. Spreadex is the only global operator to offer all these services under one brand and has an ambitious growth plan for the next 5 years.

**ABOUT THE POSITION**

As part of our continued expansion, Spreadex are looking to hire a Customer Service Advisor to join our modern offices in St Albans, Hertfordshire. To coincide with our growth, we are expanding the customer support department which now operates across extended hours seven days per week (including evenings, weekends and bank holidays), assisting with queries, bet placements and the setup of new accounts.

Once trained this role will operate based on a hybrid model, with three days being based in the office and two days working from home.

**WHAT YOU WILL BE DOING**

As a Customer Service Advisor, you will be supporting both functions of the business with the ability to scale up to provide support for business growth. The primary responsibility of this role will be responding to all incoming client queries through livechat or telephone in a timely and professional manner. To be successful in this role, you will need to develop proficient product knowledge with an understanding of pricing and business rules, taking full ownership of queries and see them through to resolution. This will include answering (within set service levels) inbound generated calls from Spreadex clients following internal processes. You will help create automation/self-service help tools for clients to speed up the customer service process and future proof the business. This role will also be a key part of the improvement of our products and services, by reporting direct feedback obtained during client interactions. Finally, you will be expected to support with new account openings during evenings and weekends.

**ABOUT YOU**
- Experience working in Customer Service with a focus on being timely and responsive in your approach
- Accepting of feedback and suggestions to ensure continuous improvement in our services
- Good sporting interest and current knowledge across a range of major sports and events
- Good understanding of sports betting markets including fixed odds and spread betting with financial market knowledge / interest being desirable
- Good numeracy and literacy skills with strong commercial and financial awareness
- High level of speed and accuracy when typing
- Available to work evenings and weekends to cover live sporting events - this team operates 7 days per week including bank holidays
- Able to work remotely as part of a hybrid model, where three days will be in the office and two working from home
- Flexibility for a part time position, but this should cover our busiest times (weekends)

**BENEFITS**
- Competitive salary and bonus scheme
- 25 days holiday, rising to 30 after 4 years
- Group Life Assurance at 4 x basic salary.
- Employee Assistance Programme with access to face-to-face counselling.
- Regular company social events
- Private car parking
- Annual Season ticket loan

After 3 months:

- Competitive contributory pension scheme
- Private Health Scheme with discounts to gyms, travel, and cinema tickets

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