Gaming:
Welcome to the world of land-based gaming. At Light & Wonder, it’s all about the games, and our Gaming team builds cutting-edge technology, products, and content for the most iconic casinos and operators across the globe.
Position Summary
We are looking for advisors to come and join our Customer Service team based at our Chadderton site. You will act as the first point of contact for fault reporting and fault resolution to restore service as quickly as possible. Overall responsibilities and accountability include answering service calls, logging faults onto the database in a timely manner and communicating any problems to senior team members. This role also involves effective customer complaint escalation and ensuring the customer is communicated to within specified time frames with progress updates.
Key Responsibilities:
1. Working as part of a Customer Service team, answering our business clients` calls and logging them onto the Astea Call Management System
2. Taking responsibility for all first line calls assigned, and following them through to resolution
3. Maintaining our clients’ SLA agreements with customers
4. Liaising with other members of the team and communicating issues and escalations to senior team members
5. Making outgoing courtesy calls regarding any new software updates and installations etc., as and when required
6. Liaising with I.T. and other departments when necessary, to resolve customer queries
7. Presenting yourself in a professional manner and maintaining good relationships with clients and other staff members at all times
8. Providing and responding to internal and external requests in a professional manner demonstrating exceptional customer service in alignment with KPIs and SLAs
9. Complying and adhering to set processes and procedures
10. Effectively liaising with internal and external teams and troubleshooting with a solution orientated focus
11. Light & Wonder is a developing environment and the post holder will therefore be expected to undertake other appropriate duties as required
12. Respecting and adhering to confidentiality in all areas relating to Light & Wonder and employees
13. Adhering to health and safety requirements to maintain a safe and clean working environment
Qualifications
Essential:
14. Demonstrated knowledge of support processes and practices
15. Strong written and verbal communication skills combined with call logging experience
16. Computer literacy ideally proficient using Microsoft Office
17. Ability to work on own initiative with minimal supervision
18. Previous experience of telephone based customer service would be advantageous
19. Ability to understand and communicate technical issues to non-technical clients
20. An active interest in fault finding, diagnosing issues and finding solutions
21. Reliable, positive and professional can-do attitude
22. Ability to work in a fast paced, matrixed, multi-cultural and changing environment
23. Ability to work under pressure taking full responsibility to meet deadlines
24. Accountable for ensuring accuracy and quality of work
25. To interact well and respect people from all disciplines to accomplish a task or goal
Desirable:
26. Using Test Management tools
27. Knowledge of test automation and automation tools
28. Knowledge of JIRA and Test Rail
29. Understanding and awareness of UK compliance and gaming commission legislation
What we can offer?
30. 20.5 days holidays excluding bank holidays
31. Shift Pattern: 4 days on and 4 days off covering 7 days a week.
32. 1 day paid leave to work on charitable projects
33. 1 day paid for celebration of your choice
34. Half Day for Health (encouraging you to take time away for you and your wellbeing)
35. 8% employer pension contributions
36. A reward platform offering a cycle to work scheme and shopping and lifestyle discounts/cashback
37. Employee Assistance Programme (EAP)