Customer Experience Advisor - Part Time

Induction date: 13th May 2024

We’re looking for highly motivated Customer Experience Advisors to join the Customer Operations Team.

Everything we do, we do it for our customers. We’re always thinking of new ways to meet changing needs and provide even better and safer services. We are passionate about providing industry leading customer service across social media, chat, and email ensuring the customer is at the heart of everything we do.

What makes our Team stand out are our natural listening and analytical skills. We go above and beyond to hear, identify, and understand what every single one of our million customers are saying and doing, which means we’re able to provide some of the strongest customer support in the industry.

We invest in our people to give them the knowledge and skills to be the very best they can be from the word go.

Your role in ‘better’

• Servicing customers via multiple channels including – Live Chat and Email

• Ensuring that our customers are using our products safely and having conversations to ensure that they are utilising our Safer Gambling Tools and support.

• Multi-skilled and capable of supporting general day-to-day queries that are related to the product, this could be bet queries including football, horseracing, boxing etc. or gaming queries regarding our Vegas, Casino, Poker and Bingo products.

• Keeping up to date with new and existing promotions for both Bet and Gaming customers.

• Administrative queries such as verifying customers, resetting passwords and payment queries.

• Providing solutions to customer issues and offering an industry leading service

How you’ll create ‘better’

• Passion for customer service essential, previous experience preferable.

• Good time management skills are needed along with exceptional prioritisation skills.

• Able to efficiently flex between multiple customer contacts while maintaining exceptional service.

• Driven and confident about sharing your knowledge and ideas to support a “one team mentality” within your team and the wider Customer Operations Team

• Demonstrate keen ownership of personal performance and development.

This is a Part Time, permanent role working 20 hours per week - Saturday AND Sunday and one weekday evening shift.

Weekend shifts are 7.5 hours each (plus lunch break) and will fall any time between 7am and 2am. Weekday evening shifts are 5 hours and will fall any time between 5pm and 2am. Candidates must be fully flexible between these times.

Training will be full time for the first 3 weeks (Mon - Fri, 9am - 5pm) and will be based at the Leeds office, therefore candidates need to be located within a commutable distance . If an advisor experiences technical issues whilst working from home, they will be expected to make their way to the office to get support and fulfil their shift from the office.

Working all peak events (Cheltenham Festival, Aintree Grand National, EFL and Premiership start of season, World Cup/ Euros) is a requirement and no holidays can be granted. Christmas, Boxing Day and New Year are one of our busiest times of year.

We cannot approve any holidays during the initial 5 week training period

If you have any questions regarding this vacancy please email selina.endeacott@flutteruki.com

About Sky Betting & Gaming

And at Sky Betting & Gaming, better is just the beginning. When you work here, you’ll be able to create the next big thing in a fast- paced, exciting industry.

Our story began in 1999 and we’ve since grown to house a family of iconic brands including Sky Bet - the UK’s no.1 betting app, Sky Vegas - the UK’s no.1 online casino, as well as Sky Bingo, Sky Casino and Sky Poker.

We want to empower you to create a career you’re proud of, to feel like you belong, and provide you with everything you ned to do your job.

Plus, Sky Betting & Gaming is part of the Flutter UK & Ireland family — a collection of big-hitting entertainment brands such as Paddy Power, Betfair and Tombola.

Helping you live your life better

• £1,000 learning fund each year

• 32 hours paid volunteering time per year

• Free SkyQ Ultra HD premium TV package worth £1,200

• Twice-yearly bonus (with part of it guaranteed!)

• Pension contribution scheme

• Private healthcare

• Flexible ways of working (after training)

• Access to thousands of Udemy courses

• Invest via the Company Sharesave Scheme

We’re working to be an inclusive employer, and we encourage people from all backgrounds, ways of thinking and working to apply. Everyone brings different perspectives and experiences; you don't have to meet all the requirements listed to apply for this role.

If you need any adjustments to make this role work for you let us know, and we’ll see how we can accommodate them.