To provide an excellent quality of customer service and bespoke telebetting to our high value customers.
Operating a multi-channel, cross product service using initiative and specialist skills to provide the ‘best in industry’ with first time resolution as the norm.
- Assist with knowledgeable support to all customer requests and create a positive customer experience
- Provide immediate and accurate responses to all customer contacts via phone, email and chat
- Deliver first time resolution up to authority and permission levels
- Maintain customer profiling and communication database history for all Premier/VIP customers
- Create and constantly develop unique positive personal relationships with Premier/ VIP customers.
- Knowledge of websites for checking of results and accurate bet settlement
- Able to confidently promote LadbrokesCoral products/services
- Liaise with Promotions and Commercial team in regard to personalised bonus schemes
- Transactional services for banking, deposits, withdrawals (online, CHAPS and Retail), promotional queries, regulatory rules and procedures
- Continually develop betting and product knowledge
- Achieve or exceed daily/weekly Key performance indicators – (time to answer – 3 seconds, email – response within 30 minutes, chat – pick up within 15 seconds)
- Ability to make decisions and use discretion up to authorized permissions
- Being aware of all bespoke offers for customers and the procedures around them
- Adherence to company and team policies and procedures
- Working a flexible rota 24/7 including weekends
- Additional ad hoc duties as requested
Qualifications and Educational Requirements
- Customer service experience
- Competent English and Maths skills required
Specialist Skills and Experience Required
- Extensive knowledge of systems including IMS and Openbet
- Accurate problem-solving skills
- Excellent interpersonal skills
- Strong work ethic
- Ability to work under pressure
- High level of confidence and able to work to deadlines
- Experience in betting/gaming environment
- Ability to multi-task (phone, chat, email), whilst maintaining attention to detail
Readyfor us to bring it on? Bring your energy and drive and let’s entertainmillions. For the good of entertainment. Apply now!