Vacancy Type:
09 Dec 2022
23 (Entain)
About The Role
Purpose of role

To support the team managers and monitor the day to day customer support operations for the Interactive and Retail business including proactive and reactive responses. Provide a first line escalation function for the Advisors.

Key responsibilities

Provide first line support and escalation process for all Advisor queries with first time resolutions to escalated complaints, taking into account the commercial value of each contact, whilst proactively chasing resolutions and applying as many in-house fixes as possible.
Real time management of resources and their allocation based on traffic demand.
Provide on the floor support and guidance.
Constantly monitor individual work streams and adjust communication channels to reflect demand.
Drive processes to ensure customer satisfaction and perfect those processes by working closely with the Customer Service Advisors.
Ensure all marketing initiatives are directly communicated to the Support teams including shift handovers.
Drive open and transparent communication within the support teams.
Assess and ensure excellence as a support standard, constantly. 
Work with the team managers to identify training requirements and support the trainers in delivering the training.
Role model to Advisors when dealing with customers through all communication channels (voice and non-voice) on how to resolve issues whilst maintaining service levels and efficiencies.
Confidence to work independently and follow departmental processes.
Liaise with Customer Support Advisors to relay technical feedback and outcomes to customers.
Provide daily reports to capture contact drivers and minimise customer issues.
Perform any other duties as assigned and required

Qualifications and Educational Requirements
Must possess a High School Diploma, Vocational Diploma / Short Course Certificate, Bachelor’s Degree, any field
Specialist Skills and Experience Required
Contact Centre and Customer Service Experience – an advantage
Fluent in English – written and spoken to an excellent standard
Online gaming support centre experience – an advantage
Good communications skills (written, verbal and presentational)
Organisational skills and experience of multi-tasking
Knowledge and use of Microsoft Office: Outlook, Word, Excel
Confidence to work independently and follow department processes
A great attitude and desire to help our customers
Reliable with a strong work ethic
A flexible approach to work schedules and shift patterns
Able to react to company needs
Common sense
A proactive and ‘can do’ approach
Confidence to interact with customers through a variety of communication methods including email and live chat with the ability to multi-task
Can work independently and within a team
A winning mentality
Quality of service and going the extra mile is at the heart of your service approach.

About Entain

We may sit on the FTSE100, but for millions of customers worldwide, we’re the brands they hold in their hands – and heart. As the home of household names like Ladbrokes, Foxy and PartyPoker, to name just a few, we elevate lives with moments of excitement. And right now we’re elevating ourselves above the competition. We’re leading the industry in bold new directions - and it’s our diverse and talented team who are making this possible. Believe us, the best is yet to come. For our customers. For our future. For your career.

DEI and Wellbeing @ Entain

At Entain we do what’s right. It’s one of our core values. Which is why we’re taking the lead when it comes to creating a diverse, equal and inclusive future - for our people, our industry and our society. We’ve created a culture where everyone can feel psychologically safe, included and heard. Where being accepted for who you are is a given. Here, we celebrate our individual differences, and make sure everyone feels supported, respected, and empowered to thrive – and that starts from the moment you apply to join us. We want our employees to feel healthy and supported at home and at work. That’s why we have our Well-me programme, which provides information, tools and training to help our people look after their mental and physical wellbeing in ways that matter to them.

Life @ Entain

We’re a team who love to play, and win, together. We love building bonds between our people, and we love to build your career up too. Join us, and we won’t just be your employer, we’ll be your biggest cheerleader. We’ll give you the power to lead the conversation on your learning and career goals from day one, and then get behind you with all the support you need to take your career – and our business – to new heights.