• Sign in
  • |
  • Register
View internal vacancies
About The Role

Role Purpose

To respond to customer contacts in a polite and courteous manner and provide a first class service. To take ownership and resolve customer queries from our customers and to provide them with product and service related information that enhances their relationship with LadbrokesCoral

 Key Responsibilities:

  • Accept and respond to a wide range of customer queries from our global customer base via phone, e-mail and live web chat.
  • Address complex issues, prioritising and implementing appropriate solutions in line with department guidelines, escalating issues to the Duty Support Agent or Team Leader where appropriate.
  • Work within the SLA’s set out by the business, adhering to risk and compliance procedures at all times. 
  • Provide a transactional service for banking, deposits, withdrawals, pricing, calculation of bet settlement, event and promotional queries. Point of clarification for customers on regulatory rules and procedures etc for customers
  • Ensure customer complaints are dealt with efficiently and effectively and take responsibility for resolving or escalating problems in a timely manner.
  • Provide support to Telephone Betting as cover or assistance is required to help the Contact Centre achieve its strategic objectives.
  • Keep abreast of all brands sports and services, products and tools to ensure all customer queries can be answered effectively and in line with the business strategy

Key Accountabilities:

  • Adhere to departments SLA’s
  • Adhere to Sickness and lateness policy
  • Assisting CS management with reasonable tasks to improve contact centre.
  • Record the type of transaction at the end of call to ensure we have management analysis available
  • Adhere to company policy and procedures
  • Adhere to Responsible Gambling guidelines and procedures.
  • Information security guidelines
Candidate Profile:
  • Betting and gaming experience desirable
About The Company
At Ladbrokes Coral, we believe we’ve got the best brands in betting and gaming; and the best people behind them too.

There’s never been a more exciting time to join us. Our recent merger combined more than 230 years of heritage and opened up a world of exciting opportunities for the future. With the biggest UK retail estate in the industry, a growing digital business and an ever-expanding international presence, we want to be the world’s best betting and gaming company, where customers want to play and people want to work.