Senior Customer Support Advisor

Location: Stoke-on-Trent ST1
Training Period: Will be conducted Monday to Friday, 9am to 6pm for the first four weeks
Working hours: 40 hours per week, 5 days out of any 7 (8 hours a day, between 7:50am - 2am)

Remuneration Package

• Up to 20% annual company bonus and unsociable hours allowance, when applicable
• Office-based for the first 4 months (probation and training period) - this will allow you to get to know the team, soak up crucial knowledge and benefit from face to face support whilst learning the role!
• Hybrid working (2 days in the office) available after successful completion of probation period

The Role

Providing the best in class service to our players needs lots of work. Your energy and passion will be put to good use, and the more you give, the more you’ll get in return.

LiveScore Group is home to LiveScore, LiveScore Bet and Virgin Bet, three of the most exciting brands in the sports and gaming industries today. We are passionate and excited about what we do in the Sports Media, Gaming and Betting sector and are proud of the high ratings we have achieved. We live our values, aiming to enhance and increase the enjoyment of sport through innovative products and immersive experiences. Trust is important in how we work, ensuring we are a collaborative unit who holds each other accountable. Relentlessly ambitious in everything we do, we embrace change and understand that failure is part of success.

We use our platform for positive social change and work to build a company our employees are proud to work for. We have a long-term commitment to diversity and inclusion. Our I.D.E.A (Inclusion, Diversity, Equality, Awareness) Forum is critical to our business and is embedded in our organisational structure to support a sense of belonging for everyone and to create a culture that allows all employees to thrive.

We know a job description can often deter an applicant who does not believe they match 100% of our requirements. If you are interested in this position and have relevant experience, then we would still love to hear from you.

Key Responsibilities

•  Act as a first point of contact for our players providing them with a resolution to their sporting or gaming query. Sports betting happens quickly; in this role we will expect you to think fast and react even faster.
• Try to resolve everything, first time, every time. With complex issues, you should ascertain urgency and follow the appropriate next steps in line with the department guidelines, escalating issues to the right department or Service Lead where appropriate.
• Time is of the essence. You’d need to manage all tasks in an efficient and timely manner. If you follow the escalation procedure, keep track and see it through resolution, too.
• Numbers are important. We need tip-top mathematicians to provide our players with transactional advice on banking, deposits, withdrawals, pricing and calculation of bet settlements.
• The art of conversation. You’d need to communicate effectively and efficiently with players, colleagues, Service Leads and the Management Team to ensure delivery of business objectives.
• Hit the spot. Our department KPIs need to be met (or exceeded) and so we ask that you’re fast, efficient and that you get it right first time to thrill our players and reduce duplicate contacts.
• Knowledge is power - Keep on top of sports, as well as our other products and tools, to ensure you’re keeping up with our players, and with the business and department’s strategy.
• Collaborate with other departments, take part in projects, and attend meetings at other locations as required.
• Have fun, making fun – Contribute to, and promote, a positive working environment.
• Become a constant, positive role model and drive to inspire others to have fun whilst working.
• Be proactive and demonstrate Real Time Resource Management awareness maintaining service levels and efficiencies.
• Deflect Operator Complaints by handling 2nd line escalations and finding positive solutions.
• Have a flexible attitude towards shift patterns.

Skills, Knowledge and Experience

• A key understanding of the business and department OKRs with a determination to achieve and exceed targets.
• A technical problem solver with a focus on helping develop internal functions.
• An ability to bring outstanding issues to a resolution, building key relationships across the business.
• Liaise with key stakeholders raising critical issues and reduce the customer propensity to contact.
• To escalate and help guide company decisions through sharing voice of the player feedback.
• A problem solver whilst showing commercial awareness for each player.
• An expert in the group marketing initiatives and internal functions and processes.
• To be able to resolve complex queries and show a commitment in helping guide the CS Advisor group. 
• Maintain & exceed the internal QA score going above and beyond for each customer contact.
• An expert in handling multiple Live Chat, email & social media
• Outstanding customer handling skills, as well as oral and written communication skills
• An investigative approach whilst fact-finding to guarantee first contact resolution
• Excellent PC skills, who is an expert with Excel and the web.
• Fast and accurate typing skills
• Sports knowledge & a passion for sports is essential

What can we offer? 

• Company Performance bonus
• Hybrid working for all staff with flexible working opportunities
• Private Healthcare scheme + Employee Enhanced Assistance
• Enhanced Family Leave - Maternity, Shared Parental & Adoption Leave: up to 6 months at full pay and 6 months at half pay. Paternity leave: up to 4 weeks at full pay
• Subsidised gym membership
• Life Assurance (x3 salary)
• Contributory Pension Plan
• Daily snacks, quality coffee, soft drinks and regular socials