Digital Customer Service Advisor

2 weeks ago

Warrington, United Kingdom Betfred Full time

**Job description**

This is an inbound role working any 5 days from 7 including weekends, shifts between 7am and 9pm based on needs of the business.

**Reports to**: Head of Customer Services, Customer Service Managers, CS Team Leaders.

**Hours**: 40 hours per week (5 x 8). Any 5 days from 7 including weekends,

**Key responsibilities**:
Ø To support the Digital Customer Service management team at all times.

Ø To assist customers in relation to Casino, Poker, Games, Bingo and Sports enquiries.

Ø To resolve all customer queries professionally in line with agreed KPI’s, ensuring that any escalations are raised promptly to maintain customer satisfaction.

Ø Process withdrawal and deposit requests on behalf of customers.

Ø Carry out administration duties as and when required. i.e. logging deposit and withdrawal calls, customer complaints and self-exclusions.

Ø Ensure customer account adjustments are dealt with accurately.

Ø Be conversant with all Betfred Standard Operating Procedures, Bonuses and Promotional campaigns.

Ø Assist with outbound campaigns, conversion and reactivation of customer accounts.

Ø Understand fully and comply with the key objectives of the Gambling Commission and Gibraltar Regulatory Authority.

Ø To be fully aware of your responsibilities regarding Social Compliance and Licence Conditions Codes of Practice (LCCP).

Ø Any other duties requested by the CS management team in relation to the role.

**Key personal characteristics and competencies.**

Ø Experience in dealing with customers at all levels essential.

Ø Excellent customer service skills with experience of working in a fast paced environment.

Ø Professional telephone manner, with excellent listening skills.

Ø Ability to build and maintain good working relationships essential.

Ø Committed to improving levels of customer service essential.

Ø Analytical approach to problem solving essential.

Ø Competent computer skills including MS Outlook, Word and Excel essential.

Ø Ability to resolve support issues to final resolution and to a significantly high standard essential.

Ø Flexible approach to work, with the ability to multi task.

Ø A knowledgable interest in Gaming, Casino and General Sports is desirable.

**Job Types**: Full-time, Permanent

**Salary**: £19,760.00-£20,488.00 per year

**Benefits**:

- Casual dress
- Company pension
- On-site parking
- Sick pay
Schedule:

- 8 hour shift
COVID-19 considerations:
Regular cleaning and sanitizing stations. Perspex partitions between desks. Masks available.

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