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For Companies At a Glance
- Tasks: Join our team to transform customer feedback into actionable insights and improve experiences.
- Company: Betfred is a leading bookmaker with a rich history, dedicated to providing top-notch entertainment.
- Benefits: Enjoy bonuses, discounts, mental health support, and opportunities for career development.
- Why this job: Be part of a dynamic team that champions customer voices and drives real change.
- Qualifications: 2+ years in customer experience roles; strong storytelling and analytical skills required.
- Other info: We promote equality and inclusion, welcoming diverse applicants to join our journey.
The predicted salary is between 28800 - 43200 £ per year.
From humble beginnings on the shop floor to becoming a world-renowned bookmaker, Betfred has been on a remarkable journey and we want you to be part of this fantastic innovative business. Established in Salford, Manchester, 1967… we started with a clear and simple vision: to provide the ultimate betting experience for our customers. Today we have evolved and pride ourselves in delivering unparalleled entertainment experiences worldwide.
Whilst a lot has changed over the years, we have always stayed true to our roots. Our story started in retail and while it remains the heart of our business, we have also embraced the digital landscape. With over 1300 shops we continue to play a vital role in local communities across the UK while expanding our presence online.
At Betfred, our customers are at the heart of everything we do. We’re looking for a Customer Experience Executive who can turn their voices into action—someone who doesn’t just gather data but tells compelling stories that inspire change.
In this role, you’ll sit in the Customer Experience team, working at the sweet spot between Operations (Customer Services, Complaints, Compliance) and Product (especially chatbot development). Your mission? Take the insights from our Voice of the Customer (VoC) program and make sure they lead to real, measurable improvements.
If you love connecting the dots, influencing decisions, and seeing your work turn into tangible customer wins, you’ll thrive here.
Responsibilities
- Collaborate with a wide range of stakeholders to drive engagement with our Voice of the Customer program (Betfred Pulse), transforming feedback into actionable insights.
- Use storytelling techniques to bring customer experiences to life and support informed stakeholder decision-making.
- Work with Operations teams to tackle recurring service issues and improve complaint resolution processes.
- Work closely with our partners to deliver key program updates and insight to Operations teams.
- Partner with Product to refine and enhance our customer-facing chatbot and digital journeys.
- Support cross-team CX initiatives that reduce effort, boost satisfaction, and deliver fair, transparent outcomes.
- Be an advocate for our customers at every touchpoint, ensuring their needs are understood and championed, and supply robust supporting data for key change initiatives.
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.
Skills & Experience
What you’ll need to succeed
- CX Expertise: 2+ years’ experience in customer experience, service improvement, or customer insight roles. Experience with VOC tech (i.e. Medallia or Qualtrics) a bonus.
- Stakeholder Influence: Strong relationship-building and stakeholder management skills—you influence without ego and build trust across all levels.
- Storytelling & Communication: Exceptional presentation and storytelling skills—turning data into compelling narratives that inspire action, backed by excellent written and verbal communication and meticulous attention to detail.
- Analytical Mindset: Confident analysing both qualitative and quantitative data, with the ability to translate insight into clear, actionable recommendations.
- Curiosity & Drive: Curious, proactive, and solutions-focused—always looking for better ways to deliver results and make things happen.
- Organisation & Delivery: Strong organisational and project management skills, with the ability to prioritise effectively in a fast-paced environment.
- Industry Knowledge: Understanding of sports and/or gambling sectors preferred.
- Education: Degree-level education or equivalent experience.
Why join a winning team?
Betfred brings benefits and rewards for all our colleagues. But more than that, we create a unique, enjoyable and entertaining environment you will love being part of.
Be rewarded
- Enhance your income: benefit from bonuses, incentives, retail discount vouchers and more.
- Monthly pension contributions: helping you prepare for your future.
- Enhanced maternity & paternity pay: our Betfred family works to support yours.
- A long-service recognition programme and life milestone rewards.
- A recognition scheme to earn and convert points to spend with over 700 retailers.
- A comprehensive financial wellbeing package including salary-based savings with a 5% boost, early access to earnings and free 121 financial coaching.
- Mental health support including an independent Employee Assistance Programme, a 24/7 virtual GP service and complimentary eye tests.
We will provide you with access to further training and development opportunities as we are real supporters of internal progression and are always looking for people who want to develop their career.
What’s next?
If you think you’re a great fit for the role, and you want to be a part of the Betfred story, click ‘Apply’ and we will be in touch once we’ve reviewed your application.
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.
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Customer Experience Executive employer: Betfred Group
Contact Detail:
Betfred Group Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Customer Experience Executive
✨Tip Number 1
Familiarise yourself with Betfred's Voice of the Customer (VoC) programme. Understanding how they gather and utilise customer feedback will help you demonstrate your alignment with their goals during interviews.
✨Tip Number 2
Brush up on your storytelling skills! Practice turning data into compelling narratives, as this is a key part of the role. Being able to present insights in an engaging way will set you apart from other candidates.
✨Tip Number 3
Network with current or former employees of Betfred, especially those in customer experience roles. They can provide valuable insights into the company culture and expectations, which can be beneficial for your application.
✨Tip Number 4
Stay updated on trends in the sports and gambling sectors. Showing that you have industry knowledge will not only impress during interviews but also demonstrate your genuine interest in the role and the company.
We think you need these skills to ace Customer Experience Executive
Some tips for your application 🫡
Understand the Role: Before applying, make sure you fully understand the responsibilities and skills required for the Customer Experience Executive position. Tailor your application to highlight how your experience aligns with their needs.
Craft a Compelling Cover Letter: Use your cover letter to tell a story about your passion for customer experience. Highlight specific examples from your past roles that demonstrate your ability to turn customer feedback into actionable insights.
Showcase Relevant Experience: In your CV, emphasise your 2+ years of experience in customer experience or service improvement roles. Include any experience with Voice of the Customer (VoC) technologies, as this is a bonus for the role.
Highlight Your Analytical Skills: Make sure to mention your analytical mindset in your application. Provide examples of how you've successfully analysed data to drive improvements in customer experience, showcasing your ability to translate insights into recommendations.
How to prepare for a job interview at Betfred Group
✨Showcase Your CX Expertise
Make sure to highlight your experience in customer experience roles. Be prepared to discuss specific examples of how you've improved service or gathered insights, especially if you have experience with Voice of the Customer technologies like Medallia or Qualtrics.
✨Master Storytelling Techniques
Since storytelling is key in this role, practice turning data into compelling narratives. Think of ways to present customer feedback that not only informs but also inspires action among stakeholders.
✨Demonstrate Stakeholder Management Skills
Prepare to discuss how you've built relationships and influenced decisions in previous roles. Use examples that show your ability to collaborate across teams and manage diverse stakeholder expectations.
✨Exhibit Your Analytical Mindset
Be ready to talk about how you've analysed both qualitative and quantitative data in the past. Show how you've translated insights into actionable recommendations, and be prepared to discuss any tools or methods you used.
