Entain is one of the world’s largest sports betting and gaming groups, operating both online and in the retail sector. With offices across five continents and licences in more than 20 countries, we operate some of the most well-known and iconic brands in the industry with more than 250 years of combined history – names such as Ladbrokes, partypoker, bwin and Coral.
To provide a friendly and efficient service to every customer, ensuring all procedures and policies are followed and every effort is made to resolve their query at the first point of contact. To ensure that relationships with all third parties are maintained to the highest possible standard in order to encourage an effective partnership.
Shifts: 5 out of 7 days a week, shifts range from 7am - 10.15pm. 2 full weekends a month and 1 Saturday. 1 weekend from the office. Early Shifts in the office to give better work/home life balance. 7 days in the office and 21 days at home every month. 8 hour shifts + 1 hour for lunch (9 hour total). Start time anywhere in between 7am - 1:15pm
What you'll be doing:
- Act as First point of contact to the Service Desk / Front all inbound support Calls
- Triage and Diagnose reported faults applying standard fix protocols as required.
- Accurately log incidents and ensure all relevant data is captured.
- Regularly updating incidents logged on the Incident Management system and provide end users with a technical solution within Service Level Agreements.
- Escalate incidents where a first time fix is not possible to relevant internal resolver group.
- Monitor, progress, and resolve incidents whilst ensuring customer satisfaction through proactive updates, frequent contact and escalation where necessary.
- Escalate potential service issues initially with Team Leader/Service Desk Manager
- Follow up on calls and chase 3rd party resolvers to meet contractual SLA’s
- Manage Service Desk emails (Governance)
- Finding ways to improve the overall customer experience
What we need from you:
- Good understanding of applying the ITIL framework
- Competent with Microsoft Office
- Familiarity with Computer Applications such as Citrix, Dameware, Exchange Management, Active Directory, Microsoft Windows.
- Excellent level of written communication skills
- Good level of communication skills
- Ability to organise and plan to ensure all deadlines are met
- Previous experience in Retail Gaming is ideal but not essential
- Able to deliver high standards of Customer Service and recognise different customer needs
- Ability to work under pressure and to tight deadlines.
- Proven ability to build effective relationships with colleagues and customers and within a team
What we can offer you:
- Culture – We were once a start-up and still have that growth mindset (despite our size). Our industry is renowned for the speed it operates at, and the incredible pace of innovation. Our values include winning together, being bold, exciting customers and driving innovation.
- Development – Both personal and professional development are important to us. Everyone gets 2 paid days to focus on development, along with subscriptions to learning resources like cross knowledge, linkedin learning and our own learning room. Monthly Empower talks from inspirational leaders from outside the industry.
- Wellbeing – Our employee assistance program offers free advice on everything from work advice, relationship advice, legal information, and financial advice. Everyone gets a free subscription to the unmind (mental wellbeing) app. Counselling session are available through EAP. We have a monthly schedule of wellbeing sessions and talks with each office having wellbeing champions and coordinators.
- Flexible benefits package - Annual bonus, employee share scheme, private medical, life assurance, income protection, matching pension contributions, enhanced vacation package, discounted gym membership and cycle to work scheme, with the ability to flex your benefits package to suit your needs
- Offices - Newly refurbished offices, with chillout spaces and modern facilities
- Social - Fantastic programme of free social activities, from our summer parties and Friday night drinks, we've got you covered.
- Sports - We're as passionate about sports as you are, if you can name a sport, we've probably got a company team.
What the process looks like:
- Apply and your CV will be reviewed by one of our Talent Acquisition Partners
- Phone screening call with our Talent Acquisition Partner Scarlett Fisher
- 1st interview with the team leader via video call
- Offer and Celebrations!
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