Overview
As a Customer Service Advisor, you will deliver an exceptional experience for our players across all channels (calls, chat, email, back office). You will be at the heart of our operation – resolving enquiries, protecting players, ensuring compliance, and driving engagement with our online offering, thepools.com and our historic pools products. Your focus will be on player satisfaction, retention, and responsible engagement, handling every interaction with professionalism, accuracy, and care.
Key Responsibilities
* Respond to Player contacts — across calls, chat, email, and back office in line with service standards.
* Maintain accurate and compliant player records in all systems to ensure seamless support by any member of the team.
* Resolve complex escalated issues effectively, following our complaints and escalation procedures.
* Safeguard player data in full compliance with GDPR, security policies, and internal controls.
* Keep up to date and apply relevant regulatory obligations, highlight gaps in your knowledge, whilst escalating relevant player and procedural matters.
* Promote responsible play and signpost to appropriate responsible gambling products and services, escalating internally with specific concerns.
* Work collaboratively with colleagues across the business to resolve queries, meet service levels, and deliver consistent experiences.
* Spot opportunities to retain and engage players. Introducing relevant products in a compliant and responsible way.
* Handle operational processes such as age verification, withdrawal requests, and bonus/promotional campaigns in line with procedures.
* Champion service excellence by aiming for positive Trustpilot reviews and strong social feedback through outstanding interactions reflected in strong quality assurance results.
* Take accountability for performance delivering against KPIs, proactively identifying any needs for development and growth.
* Identify gaps in the player experience and highlight these to reduce friction.
Skills and Experience
* Previous experience in a customer facing role with contacts via the telephone/chat/back office preferred.
* Previous betting experience.
* Demonstrable track record of building customer relationships, retention, and cross selling products.
* Proven track record of identifying solutions to enhance customer experience.
* Resilience and tenacity.
* Proven track record in delivering excellent customer service in a high-volume service industry.
* Experience of using customer relationship management systems e.g., Intercom or MaxContact.
Seniority level
* Entry level
Employment type
* Full-time
Job function
* Customer Service and Administrative
* Industries
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