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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 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. Your responsibilities include answering service calls, logging faults into the database promptly, and communicating issues to senior team members. You will also handle customer complaints escalation and ensure timely updates to customers.
Following full training, working Monday to Friday (35 hours/week), the shift pattern will be: 4 days on, 4 days off, with working hours from 07:30 to 22:30 Monday to Saturday and 09:00 to 22:00 on Sundays.
Key Responsibilities
1. Answering business clients’ calls and logging them onto the Astea Call Management System
2. Managing first-line calls through to resolution
3. Maintaining SLA agreements with clients
4. Communicating issues and escalations to senior team members
5. Making outgoing courtesy calls for software updates and installations
6. Collaborating with I.T. and other departments to resolve customer queries
7. Maintaining professionalism and building good relationships with clients and colleagues
8. Providing and responding to requests professionally, meeting KPIs and SLAs
9. Following set processes and procedures
10. Troubleshooting with a solution-oriented approach
11. Undertaking other duties as required in a developing environment
12. Respecting confidentiality and adhering to health and safety standards
Qualifications
Essential:
* Knowledge of support processes and practices
* Strong communication skills and call logging experience
* Proficiency in Microsoft Office
* Ability to work independently
* Customer service experience by phone (advantageous)
* Ability to explain technical issues clearly
* Interest in fault finding and problem solving
* Reliable, positive attitude
* Ability to work in a fast-paced, multicultural environment
* Ability to meet deadlines and ensure quality work
* Respectful and collaborative attitude
Desirable:
* Experience with Test Management tools
* Knowledge of test automation, JIRA, and Test Rail
* Understanding of UK gaming regulations
What We Offer
* 20.5 days holiday plus bank holidays
* Shift pattern: 4 days on, 4 days off, covering 7 days a week
* Paid leave for charitable work and personal celebrations
* Half-day for health and wellbeing
* 8% employer pension contributions
* Discounts and cashback via our reward platform
* Employee Assistance Programme (EAP)
Additional Details
* Seniority level: Entry level
* Employment type: Full-time
* Job function: Customer Service
* Industry: Administrative and Support Services
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