24 to 26K
Vacancy Type:
06 Dec 2021
06 (Coral)
About The Role
Bring your customer-first attitude to Entain as a Customer Service representative. The sheer pace and power of the live events and entertainment you’ll be part of has to be experienced to be believed. Play a vital role at the world’s largest sports betting and gaming company. You’ll be in the thick of the action, making sure our customers enjoy an amazing entertainment experience, every day. For the good of entertainment.

Our portfolio of sports betting and gaming companies includes some of the most well-known brands in the industry, such as Ladbrokes, bwin, and Coral. We’ve a huge high street presence with an increasing share of online gaming activity. We take our commitment to safeguarding our customers extremely seriously. We make sure they know their limits and we work with them to make sure everyone enjoys our products and services responsibly.

Role Purpose

This role is pivotal in the achievement of the operational areas’ SLAs and KPIs. Excellent planning,organisational and people management skills are required in order to guide the contact centre(s)towards achieving these set measures.

Provide central control and co-ordination for all operational areas within the contact centre, ensuring delivery of ‘the operational plan’, managing any on the day deviations to planned performance.

To proactively monitor real time traffic flow within the contact centre ensuring customer contacts are managed effectively and in line with the daily Service Level Agreements across all channels as set by the Director of Customer Operations.

Ensure precise planning and management of locally available resource to allow a constant flow of traffic across all contact centre locations to provide the best possible proactive and re-active service via all channels ensuring maximum efficiently and productivity at all times.

Ensure that escalated customer complaints, system/product deficiencies are effectively dealt with and in a timely manner.

Key Responsibilities:

  • Proactively monitor and manage workloads to ensure SLA’s are met in relation to calls, chat and email by monitoring the traffic through real time analysis and local experience.
  •  Observation and recording of operational trends and impacts in order to provide relevant feedback, ensuring any remedial action is taken when required, in addition to contributing to the regular review of the forward planning process
  • Constantly monitor individual work-streams and adjust the reactive and proactive functions required and in line with the set Operational Guidelines.
  • Provide a central point of control for the contact centre attendance, ensuring adherence to rotas and short term holiday agreements / lieu time / breaks and lateness.
  • To use initiative and experience to make informed, timely decisions ensuring the smooth running of the operational area and to challenge inappropriate activity and behaviour in line with attainment of set/shared SLA’s and KPI’s.
  • Local operational adherence to deliver agreed SLA’s across all channels and brands.
  • Gather specific and quantifiable data for key issues affecting the department to assist with preparation and planning for major events.
  • Completion of shift reports ensuring contact driving issues are recorded and Agent performance is fed back to the Team Managers.
  • Management of contact centre floor schedules in relation to 1-2-1’s, coaching and training sessions to minimise disruption to effectively handle queries.
  • Ensure all real time escalations via calls and chats, escalated customer complaints, supervisor/manager chats/calls and call backs are handled to the agreed SLA. 
  • Support the CSA’s and TMs with regards to technical or service questions/challenges.
  • On floor crisis or BCP management as required.
  • Handle live complaint and escalated contacts seeking to provide a first time resolution where able.
  • Support management of the floor.
  • Ensure cases escalated to the 2nd Line Team are processed correctly, ensuring there are no cases escalated incorrectly.
  • Any other tasks the business deemed necessary to take especially in the event of high volume of contacts. Example, taking contacts (calls, chats and emails) during AHOD for some Shit Leads while the others are supporting.

Specialist Skills and Experience Required

  • Strong planning and time management skills essential.
  • Technical appreciation of Customer Operations applications, systems and processes.
  • Numerate with experience of gathering, interpreting and presenting information / data.
  • Well-developed communication skills. Flexible approach to working hours.
  • A high degree of energy, drive and enthusiasm demonstrating a clear passion for the customer.
  • A team player with the ability to work under own initiative
  • Self-motivated with the ability to plan and prioritise multiple tasks whilst working to tight deadlines.
  • Maintain good communication throughout the team, sharing best practices and local processes with peers across the wider operation.
  • Strong product knowledge.
  • Ability to use Office and Excel tools.
  • Target focused.
Ready to get involved? Bring your energy to Entain and you’ll be in the mix from the start. For the good of entertainment. Apply now! 
About The Company

We’re Entain. Powered by our very own technology and building products that push boundaries, Entain is home to a global family of more than 25 well-known brands and over 24,000 people, but we all play for the same team. When we win, we win together. Our vision is to be the world leader in betting, gaming and interactive entertainment by bringing moments of excitement into people’s lives. We will achieve this through our focus on sustainability and growth, driving change in the fast-paced world 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.

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.