Customer Services Advisor

At Betfred, we’re proud of where we’ve come from – a strong retail heritage, an expanding digital footprint, both built on resilience, independence and a deep connection to our customers. As we accelerate our growth and reimagine what excellence looks like in the gambling industry, we’re evolving how we operate — smarter systems, sharper performance, and an unwavering commitment to quality in everything we do. That’s where you come in.

We’re looking for a Customer Service Advisor to join our Customer Service team in Birchwood. In this role, you’ll play a vital part in delivering the service standards that define Betfred, ensuring our customers receive clear, consistent, and responsible support every time they contact us.

Your role in our journey

As a Customer Service Advisor, you’ll be at the heart of the customer experience, taking ownership of customer interactions and delivering high-quality support that puts customer outcomes first. You’ll respond to a wide range of customer enquiries, ensuring accounts are managed accurately, issues are resolved fairly, and regulatory responsibilities are met. Through every interaction, you’ll help build trust, confidence, and long-term loyalty in the Betfred brand. Working as part of a fast‑paced, collaborative team, you’ll support seamless customer journeys while contributing to continuous improvement across Customer Service.

What you will do

• Operate in a fast‑paced, customer‑focused environment, supporting a wide range of customer enquiries across the Betfred business.
• Handle inbound customer contact professionally and efficiently, delivering a friendly, consistent, and high‑quality service.
• Take full ownership of customer queries from first contact through to resolution, ensuring fair, timely, and accurate outcomes.
• Accurately record and maintain customer account information, including updates, adjustments, closures, and related processes, in line with company and regulatory standards.
• Resolve customer issues effectively while balancing quality, accuracy, and service expectations.
• Work collaboratively with internal teams and departments to support seamless resolution and positive customer journeys.
• Identify, manage, and expedite issues promptly and appropriately to protect customer satisfaction and regulatory compliance.
• Maintain up‑to‑date knowledge of products, promotions, rules, and procedures to ensure confident and consistent customer support.
• Support business initiatives and campaigns, adapting to new processes, tools, and customer contact methods as the business evolves.
• Demonstrate flexibility in supporting business needs, undertaking additional duties aligned to the role to maintain high service standards.

We are dedicated to promoting safer gambling practices to ensure a responsible and enjoyable experience for all our customers. We prioritise player safety and well‑being, providing resources and support for those who may need assistance. Our commitment to responsible gambling is integral to our operations, and we actively promote awareness and education to help our customers make informed decisions. Together, we can create a safer gambling environment for everyone.

What you will bring

• A strong commitment to delivering excellent customer service, with a clear focus on achieving fair, positive, and consistent outcomes for customers.
• Experience working in a customer‑facing environment, with the ability to remain professional, calm, and effective in fast‑paced and demanding situations.
• Excellent communication skills, with the ability to listen actively and provide clear, accurate, and confident responses.
• Strong written communication skills, with attention to detail and the ability to produce clear, professional correspondence.
• The ability to build and maintain positive working relationships with colleagues and stakeholders across the business.
• A proactive and curious mindset, with a willingness to learn new products, processes, and ways of working.
• An understanding of the betting and gaming industry is desirable, with an interest in developing knowledge of our products and regulatory environment.
• An analytical and structured approach to problem solving, with the ability to assess information and resolve issues to a high standard.
• Confidence using computer systems and standard office applications, with the ability to adapt quickly to new tools and technology.
• A strong sense of ownership and accountability, with the ability to manage customer queries through to resolution.
• A flexible, organised, and team‑focused approach, with the ability to multitask and respond positively to changing business needs.

Why join us now

At Betfred, our Customer Service Advisors play a vital role in supporting customers and upholding the standards that define our business. You’ll be joining an established team at a time where customer expectations, regulatory responsibilities, and ways of working continue to evolve. You’ll be supported through a structured on‑site training programme delivered at our Birchwood offices, Monday to Friday, 9am–5pm, over a three‑week period. This training is designed to equip you with the knowledge, tools, and confidence needed before moving into the live environment.

This role supports a seven‑day operation and is based on‑site in Birchwood. Full‑time roles operate on an 8‑week rolling rota (5 days from 7), with shifts scheduled between 06:45 and 22:00, and include two weekends off per 8‑week rota.

Working as part of a collaborative, fast‑paced environment, you’ll have the opportunity to develop valuable skills, build industry knowledge, and contribute to continuous improvement. If you’re looking for a role where customer focus matters, standards are taken seriously, and your contribution makes a real difference every day, we’re ready to welcome you.

At Betfred we are committed to promoting equality, diversity, and inclusion (EDI) in our workplace. We believe that a diverse workforce drives innovation and enhances our success. We welcome applications from individuals of all backgrounds, identities, and experiences. If you require reasonable adjustments during the recruitment process or have specific needs, please let us know, and we will be happy to accommodate you. Join us in creating an inclusive environment where everyone can thrive.