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. Following full training where you will work Monday to Friday (35 hours a week), the shift pattern will revert to: 4 days on, 4 days off working hours over 07:30 to 22:30 Monday to Saturday and 09:00 to 22:00 on a Sunday. Key Responsibilities: Working as part of a Customer Service team, answering our business clients` calls and logging them onto the Astea Call Management System Taking responsibility for all first line calls assigned, and following them through to resolution Maintaining our clients’ SLA agreements with customers Liaising with other members of the team and communicating issues and escalations to senior team members Making outgoing courtesy calls regarding any new software updates and installations etc., as and when required Liaising with I.T. and other departments when necessary, to resolve customer queries Presenting yourself in a professional manner and maintaining good relationships with clients and other staff members at all times Providing and responding to internal and external requests in a professional manner demonstrating exceptional customer service in alignment with KPIs and SLAs Complying and adhering to set processes and procedures Effectively liaising with internal and external teams and troubleshooting with a solution orientated focus Light & Wonder is a developing environment and the post holder will therefore be expected to undertake other appropriate duties as required Respecting and adhering to confidentiality in all areas relating to Light & Wonder and employees Adhering to health and safety requirements to maintain a safe and clean working environment Qualifications Essential: Demonstrated knowledge of support processes and practices Strong written and verbal communication skills combined with call logging experience Computer literacy ideally proficient using Microsoft Office Ability to work on own initiative with minimal supervision Previous experience of telephone based customer service would be advantageous Ability to understand and communicate technical issues to non-technical clients An active interest in fault finding, diagnosing issues and finding solutions Reliable, positive and professional can-do attitude Ability to work in a fast paced, matrixed, multi-cultural and changing environment Ability to work under pressure taking full responsibility to meet deadlines Accountable for ensuring accuracy and quality of work To interact well and respect people from all disciplines to accomplish a task or goal Desirable: Using Test Management tools Knowledge of test automation and automation tools Knowledge of JIRA and Test Rail Understanding and awareness of UK compliance and gaming commission legislation What we can offer? 20.5 days holidays excluding bank holidays Shift Pattern: 4 days on and 4 days off covering 7 days a week. 1 day paid leave to work on charitable projects 1 day paid for celebration of your choice Half Day for Health (encouraging you to take time away for you and your wellbeing) 8% employer pension contributions A reward platform offering a cycle to work scheme and shopping and lifestyle discounts/cashback Employee Assistance Programme (EAP)