Customer Service Agent - UK

The role

As a Customer Service Agent, you will play a key role in our mission to offer customers the best gambling experience ever. You'll be one of over 200 agents across Malta and Gibraltar who individually support the customers of our 11 brands in their native languages.

Your technical knowledge and excellent communications skills, both written and verbal, will contribute to your success.

We provide a dedicated training program including systems and product modules, plus ongoing development so that you can provide the best possible support to our customers.

What You will do

• Deliver English language customer support across LiveChat, email and telephone
• Enable our players with quality solutions in a timely, personal and professional manner that exceeds the customers' expectations
• Guide players through the website &/or Mobile App platform assisting them in using our services and products
• Share knowledge, contribute to team projects and identify innovative practices that improve customer support activities
• Work closely with other departments including Player Safety, Payments and CRM to ensure a positive and safe gambling experience
• Speak on behalf of customers by providing useful feedback on their experiences
• Support your colleagues and contribute to a great team atmosphere
• Ensure that you adhere to the Governance, Risk & Compliance (GRC) obligations for your role.
• Identify and raise any non-compliance incidents promptly to your line manager.
• Challenge processes, policies and projects that will negatively impact compliance within the Group.
• Complete all mandatory compliance training assigned to you.
• Reach out to the Compliance Teams if unsure of any of your compliance obligations or the requirements are unclear

How will success be measured in this role

• Customer satisfaction scores
• Contact quality, demonstrating empathy, reaching resolution, strong communication and friendliness
• Number of contacts handled
• Product knowledge
• Team contribution and extra tasks
• Regular performance reviews with your line manager
• Acting in line with our values
• Successful completion of all relevant training and other compliance activities that support our sustainable and responsible growth

Your Experience

• Responsible and reliable team player
• Experience of problem-solving complex tasks
• Ability to multi-task in a fast-paced environment
• Fluency in English both spoken and written
• Good understanding of IT concepts

What can we offer you

£300 per year Well-being allowance
️ 24 days holiday (+ public holidays)
6 weeks fully remote working - not applicable to Spain for Spanish residents
‍⚕️ Private Health Insurance
Maternity/Paternity Leave
Anniversary awards
‍ Dedicated Career Development Plan
Friendly Atmosphere in a fantastic office
Pension Plan