As a Retail Support Advisor, you will support our retail team with technical queries. You will be providing expert advice and excellent customer service to ensure that technical issues are resolved in a timely fashion and never compromising on service provided.
Reporting to the Retail Service Desk Team Manager, you will be part of a wider Retail Support Team who are responsible for delivering prompt solutions to issues occurring in the retail shops.
-Through our tech we’re leading digital entertainment into bold new directions and it’s our brilliant people that are making that possible. Are you ready to be a pioneer?
WHAT YOU’LL DO
- Professionally managing telephone/self service portal/live chat contacts from our retail colleagues.
- Triage and diagnose reported faults and either support the colleague to first level fault fix or log the task with a 3rd party to ensure a swift resolution.
- Accurately log incidents and ensure all relevant data is captured clearly and accurately.
- Regularly updating incidents logged on the Incident Management System and providing our shop colleagues with a technical solution within Service Level Agreements.
- Escalate incidents where a first time fix is not possible to relevant internal resolver group.
- Monitor, progress, and resolve incidents whilst ensuring customer satisfaction through proactive updates, frequent contact and escalation where necessary.
- Escalate potential service issues initially with Team Manager/Service Desk Senior Manager
- Follow up on calls and chase 3rd party resolvers to meet contractual SLA’s
- Respond to all emails professionally.
WHO YOU ARE
- Proven ability to build effective relationships with colleagues and customers and within a team
- Excellent verbal/written communication skills.
- Ability to organise, prioritise and plan to ensure all deadlines are met.
- Able to deliver high standards of Customer Service and recognise different customer needs.
- Strong multi-tasking skills, as the successful applicant will have a number of tickets open at once.
WHERE YOU’LL WORK
This role is based out of our newly refurbished Nottingham office.
This team operate on a 5/7 rota basis and candidates should have capacity to work weekends and evenings where required.
Sound interesting? We think so!
To read the full job description please head over to entaincareers.com and click on the role profile to download the full job description.
WHAT WE OFFER
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Private medical insurance
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Annual holiday – 25 days, plus local public holidays (normally 8)
- Ability to buy a maximum of 3 extra days and rollover a maximum of 5 days per year.
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Additional ‘It’s Your Game’ day off
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Entain & Enhance days – 2 paid days off to focus on your professional or personal development
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Free eye test
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Dental insurance – Optional paid extra
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Cycle to work scheme
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Sharesave scheme
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Workplace saving scheme
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Free mortgage advice
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Paid subscription to the mental wellbeing app Unmind for you and one other
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Amazing Christmas and Summer parties
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Employee assistance program that includes access to counselling sessions, financial wellbeing, legal information and help with relationship and family advice.
And outside of this, you’ll have the chance to turn recognition from leaders and colleagues into amazing prizes. Join a winning team of talented people and be a part of an inclusive and supporting community where everyone is celebrated for being themselves.
Should you need any adjustments or accommodations to the recruitment process, at either application or interview, please contact us.
Sports betting, gaming and interactive entertainment is changing, and we’re leading that change. By putting people first. By placing exciting, engaging and entertaining experiences at more fingertips than ever before. We're pulling into pole position by pushing boundaries further. With innovation. With technology. But most importantly, with people like you. Because when you join the Entain family, it’s your game. So let’s win together
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