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About The Role

Role Purpose

The Customer Service Agent (CSA) is the face of the brand in the eyes of our customers.  The role is part of an enthusiastic, well trained, flexible and dynamic team that will provide our customers with an industry leading service that sets Ladbrokes Coral Brands apart from its competitors.

Live Chat with someone in our team or Watch This Video from one of our CSA's to find out more!
The CSA will be both proactive and reactive to the customer’s needs ensuring all queries/issues are resolved both efficiently and effectively throughout their experience and in line with the Brand Guidelines.

This role will provide excellent customer support for both Gaming and Sports brands across multiple contact channels.

This role works within the Customer Operations team and reports to the CS Team Manager.

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
  • Provide first time resolution to customer contacts ensuring a positive and engaging service for the customer
  • Improve and optimise customer value through maximising customer conversion and retention opportunities utilising company marketing initiatives and the ‘Sales through Service’ mentality
  • Complete training for product, service and regulatory requirements to enable effective handling of customer queries across all products
  • Ensure familiarity with all marketing initiatives and up-to-date customer support functions and processes to enable smooth handling of customer queries
  • Maintain open and transparent communication within the team to drive improvement, share knowledge and best working practice
  • Proactively escalate any issues to ensure the customer receives a resolution to their query
  • Relay outcomes of investigations to customers ensuring the best experience possible.
  • Maintain a Quality & Assurance score that as a minimum meets the department KPI for each period outlined in the annual objectives
  • Perform in-line with defined KPIs to ensure we drive improvement in our Net Promoter Scores

Specialist Skills and Experience Required

  • A team player with a great attitude and desire to help our customers
  • Contact Centre and Customer Service Experience – an advantage
  • Gaming and Sports product knowledge advantageous
  • Fluent in English – written and spoken
  • Ability to work flexibility over various shift patterns [ Monday - Sunday, including evenings & weekends ]
£18,500 (rising to £19,500 after 6 months)
Additional Information


  • 30 days annual leave (inclusive of bank holidays)
  • Rise in salary after 6 months
  • Apprenticeship opportunities
  • Pension Scheme
  • Specsavers Eyecare Vouchers

Your Development

Once you have successfully completed six months in the role you can apply to undertake a Level 2 Customer Service Practitioner apprenticeship.

The one year course covers customers, communication, products, teamwork, regulations and legislation. The course covers all the knowledge, skills and behaviours for you to demonstrate exceptional customer service with the learning supported by your manager, a committed trainer and a final end point assessment.

For some, a further appeal of this course is gaining Level 2 Maths and English Functional Skills (if you do not have these already).

Confidence to interact with customers through a variety of communication methods including voice and email with the ability to multi-task

Bonus Scheme
Up to 8% (of annual base salary) on the first 15 months of employment.

Up to 12% (of annual base salary) as of the 16th month of employment onward. 

An additional  Retention Bonus will be given on the 15th month of employment.