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About The Role

Role Purpose    

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.

Key Responsibilities

 

  • 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