Not Specified
Vacancy Type:
Fixed Term Contract
11 (Gala Bingo)
About The Role

Role Purpose:

To support the team managers and monitor the day to day customer support operations for the Interactive and Retail business including proactive and reactive responses. Provide a first line escalation function for the Advisors.

Key responsibilities
  • Provide first line support and escalation process for all Advisor queries with first time resolutions to escalated complaints, taking into account the commercial value of each contact, whilst proactively chasing resolutions and applying as many in-house fixes as possible.
  • Real time management of resources and their allocation based on traffic demand.
  • Provide on the floor support and guidance.
  • Constantly monitor individual work streams and adjust communication channels to reflect demand.
  • Drive processes to ensure customer satisfaction and perfect those processes by working closely with the Customer Service Advisors.
  • Ensure all marketing initiatives are directly communicated to the Support teams including shift handovers.
  • Drive open and transparent communication within the support teams.
  • Assess and ensure excellence as a support standard, constantly. 
  • Work with the team managers to identify training requirements and support the trainers in delivering the training.
  • Role model to Advisors when dealing with customers through all communication channels (voice and non-voice) on how to resolve issues whilst maintaining service levels and efficiencies.
  • Confidence to work independently and follow departmental processes.
  • Liaise with Customer Support Advisors to relay technical feedback and outcomes to customers.
  • Provide daily reports to capture contact drivers and minimise customer issues.
  • Perform any other duties as assigned and required
Qualifications and Educational Requirements
  • Must possess a High School Diploma, Vocational Diploma / Short Course Certificate, Bachelor’s Degree, any field.
Specialist Skills and Experience Required
  • Contact Centre and Customer Service Experience – an advantage
  • Fluent in English – written and spoken to an excellent standard
  • Online gaming support centre experience – an advantage
  • Good communications skills (written, verbal and presentational)
  • Organisational skills and experience of multi-tasking
  • Knowledge and use of Microsoft Office: Outlook, Word, Excel
  • Confidence to work independently and follow department processes
  • A great attitude and desire to help our customers
  • Reliable with a strong work ethic
  • A flexible approach to work schedules and shift patterns
  • Able to react to company needs
  • Common sense
  • A proactive and ‘can do’ approach
  • Confidence to interact with customers through a variety of communication methods including email and live chat with the ability to multi-task
  • Can work independently and within a team
  • A winning mentality
  • Quality of service and going the extra mile is at the heart of your service approach
About The Company

We’re Entain. Our vision is to be the world leader in sports betting and gaming entertainment by creating the most exciting and trusted experiences for our customers, revolutionising the space as we go. We’re specialists in safer gambling and the company that is at the forefront of responsibility.

Combining technology and entertainment to build products that push the boundaries, Entain is home to a global family of more than 25 well-known brands – names such as bwin, Ladbrokes, Coral, Gala, Betdaq, and many more. With a focus on sustainability and growth, we will transform our sector for our players, for ourselves and for the good of entertainment.

Diversity and inclusion at Entain

As a global employer, Entain is committed to providing a safe, fun, and inclusive culture where our people feel like they truly belong. We are a multicultural business that values, celebrates and respects individual differences, so whatever your sexuality, gender, gender identity, ability, age, race, religion or belief, you will have a voice here, and the space to do your best work. Our diverse internal networks provide the support for you to express your views and make a positive difference, all for the good of entertainment.

Wellbeing at Entain

We want our employees to feel healthy and supported at home and at work. That's why we have our Well-me programme, which provides information, tools and training to help our people look after their mental and physical wellbeing in ways that matter to them.

Our Culture As real as it gets

At Entain we're a diverse team, sharing a commitment to quality and success.

Whether you're playing a key role in your local community as part of our retail team, or working out the next big gaming trends in our digital team, you'll enjoy a culture and benefits package that we're extremely proud of.