At a Glance
- Tasks: Engage with players via live chat and email, providing top-notch customer support.
- Company: Join Bally’s Intralot, a leading iGaming operator with a fun and dynamic culture.
- Benefits: Enjoy 25 days annual leave, health insurance, and a wellness allowance.
- Other info: Flexible working hours and opportunities for career growth in a diverse environment.
- Why this job: Be part of a vibrant team that values creativity and collaboration while making a real impact.
- Qualifications: Must be 18+, with strong communication skills and a passion for customer service.
The predicted salary is between 18900 - 23100 £ per year.
About us
Bally’s Intralot is a newly formed company established through the combination of Intralot and Bally’s International Interactive, positioning the group as a top iGaming operator and a leading global provider of lottery solutions. Bally’s Intralot is uniquely positioned across digital online gaming markets, lottery, iLottery, and sports betting. Operating at the intersection of technology, regulation, and entertainment, we are optimally positioned to capitalise on strong global growth trends driven by digital adoption and regulatory expansion across lottery and iGaming markets.
Well, what about the team?
Our Customer Support Advisors play a pivotal role in ensuring our players receive a world-class experience at every turn. Our fun and fast-paced contact centre supports players across the UK, Ireland, Europe and a growing number of international markets, so the enquiries reaching you are as varied as the people behind them: payments and verification, betting questions, general account queries. No two conversations will ever be the same!
In the role of Customer Support Advisor, you will leverage exceptional communication skills and a high-energy approach to engage with players via email and live chat, across multiple territories and brands. You will move between markets throughout your shift, using real-time translation tools to support players in their own language. You do not need to speak a second language yourself; strong written English and the judgement to adapt your tone to different audiences matter far more. Occasional outbound calls may be required to resolve complex inquiries.
A core responsibility involves managing the LIVE KYC (Know Your Customer) process, where you will facilitate efficient player verification to ensure a seamless onboarding experience and prioritise first-contact resolution. Because verification requirements differ from one territory to the next, you will build a working knowledge of what each market expects and apply the right process first time.
We are seeking a proactive problem-solver dedicated to service excellence who brings an authentic personality to every interaction, embodying our commitment to a fun and engaging workplace.
Working hours follow a rotating 5-week rota with split shifts, two working periods per day with a break off duty in between. We are looking for candidates that are available to work between 07:00 and 02:00 Monday-Sunday. The full rota is shared with candidates before the phone interview stage. Please note that the initial training period will run Monday-Friday, and will follow the schedule below:
- Week 3: 12:00–20:30
- Week 4: 14:00–22:30
So, what will you be doing?
- Serving as the primary point of contact for players across our digital platforms and territories, leveraging real-time translation tools to effectively manage concurrent multilingual interactions.
- Communicating effectively and efficiently with our players via live chat and email, with occasional outbound calls to players when required.
- Switching between markets and brands as demand shifts through the day, holding the same standard of service in each one.
- Completing LIVE KYC verifications in line with the regulatory requirements of the territory the player is in.
- Keeping on top of products, promotional offerings and tools, including how these differ from market to market.
- Taking ownership and following escalations through to resolution.
- Managing tasks efficiently and on time while working to meet and exceed agreed KPIs.
- Collaborating with colleagues across all departments and locations on projects and attending relevant meetings as required.
- Striving to resolve everything, first time, every time.
- Contributing to, and promoting, a positive working environment.
- Becoming a role model and inspiring others.
And what will you need?
- To meet legal obligations, you must be 18 years of age or over.
- Be passionate about providing excellent customer service.
- Experience of handling Live Chat, email, and telephone queries.
- Possess exceptional verbal and written communication.
- Be comfortable supporting players from different countries and cultures and adapting your approach accordingly.
- Be able to investigate issues, solve problems, and deliver first-contact resolution.
- Able to think fast under pressure and move between markets without losing your thread.
What benefits will you get?
- 25 days annual leave, plus the bank holiday allowance.
- 35% hourly uplift for hours worked between 11.30pm-2am.
- Health insurance.
- Home office allowance.
- Wellness or Gym allowance.
- Flexi-block policy allowing you to work abroad for up to four weeks a year.
- Annual Summer and Christmas parties.
DNA / Values
At Bally’s Intralot we are driven by a set of core values that we like to call our DNA. We strive to embody our DNA and keep them at the heart of everything we do! We Win as One, we succeed together - across every location and every function. We collaborate openly, raise each other up, and share the wins. We're Powered by Curiosity, we ask questions, challenge assumptions and make space to learn and innovate. We have Fun with Purpose, we bring creativity, energy and joy to how we work and what we deliver, because when people enjoy what they do, the work is better for everyone. Our teams Embrace the Possibility, when opportunity appears, we act. When the unexpected hits, we adapt. We don’t wait for change - we move towards it. At Bally's Intralot, we Guard the Game, we protect what matters most, fair play for our players, integrity for our partners, and accountability in everything we do.
Equal Opportunities
At Bally’s Intralot, we are committed to promoting equal opportunities in employment and working conditions. Diversity, Equity and Inclusion are important to us, and we encourage a culture where everyone can be themselves at work. We believe passionately that employing a diverse workforce is central to our success, this is our superpower. We do not discriminate against employees or job applicants on the basis of race, colour, nationality, ethnic or national origin, age, sex or sexual orientation, gender reassignment, religion or belief, marital or civil partner status, pregnancy or maternity, political opinion or disability.
Customer Support Advisor - Split Shift employer: Bally's Intralot
Bally’s Intralot is an exceptional employer that fosters a vibrant and inclusive work culture, where multilingual talents thrive in delivering outstanding customer support across diverse markets. With a strong emphasis on employee growth and development, team members enjoy comprehensive training and opportunities to advance their careers while contributing to a dynamic and energetic environment. Located at the heart of a global gaming hub, employees benefit from a unique blend of professional challenges and cultural experiences, making it a truly rewarding place to work.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Support Advisor - Split Shift
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Bally's Intralot. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like Bally's Intralot before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Customer Support Advisor - Split Shift
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to Bally's Intralot:Your cover letter is your chance to shine! Tell us why you want to work at Bally's Intralot specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at Bally's Intralot!
How to prepare for a job interview at Bally's Intralot
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
