At a Glance
- Tasks: Provide top-notch support to players and resolve their gaming queries swiftly.
- Company: Join LiveScore Group, a leader in sports media and gaming with a vibrant culture.
- Benefits: Enjoy a performance bonus, hybrid working, private healthcare, and subsidised gym membership.
- Other info: Flexible shifts and a fun work environment await you!
- Why this job: Be part of an ambitious team that values innovation and positive social change.
- Qualifications: Strong communication skills, sports knowledge, and a knack for problem-solving required.
The predicted salary is between 28895 - 35316 £ per year.
Location: Stoke-on-Trent ST1
Training Period: Will be conducted Monday to Friday, 9am to 6pm for the first four weeks
Working hours: 40 hours per week, 5 days out of any 7 (8 hours a day, between 7:50am - 2am)
Remuneration Package: Up to 20% annual company bonus and unsociable hours allowance, when applicable
Office-based for the first 4 months (probation and training period) - this will allow you to get to know the team, soak up crucial knowledge and benefit from face to face support whilst learning the role!
Hybrid working (2 days in the office) available after successful completion of probation period
The Role: Providing the best in class service to our players needs lots of work. Your energy and passion will be put to good use, and the more you give, the more you’ll get in return.
LiveScore Group is home to LiveScore, LiveScore Bet and Virgin Bet, three of the most exciting brands in the sports and gaming industries today. We are passionate and excited about what we do in the Sports Media, Gaming and Betting sector and are proud of the high ratings we have achieved. We live our values, aiming to enhance and increase the enjoyment of sport through innovative products and immersive experiences. Trust is important in how we work, ensuring we are a collaborative unit who holds each other accountable. Relentlessly ambitious in everything we do, we embrace change and understand that failure is part of success.
We use our platform for positive social change and work to build a company our employees are proud to work for. We have a long-term commitment to diversity and inclusion. Our I.D.E.A (Inclusion, Diversity, Equality, Awareness) Forum is critical to our business and is embedded in our organisational structure to support a sense of belonging for everyone and to create a culture that allows all employees to thrive.
We know a job description can often deter an applicant who does not believe they match 100% of our requirements. If you are interested in this position and have relevant experience, then we would still love to hear from you.
Key Responsibilities:
- Act as a first point of contact for our players providing them with a resolution to their sporting or gaming query.
- Try to resolve everything, first time, every time.
- Manage all tasks in an efficient and timely manner.
- Provide our players with transactional advice on banking, deposits, withdrawals, pricing and calculation of bet settlements.
- Communicate effectively and efficiently with players, colleagues, Service Leads and the Management Team.
- Meet (or exceed) department KPIs.
- Keep on top of sports, as well as our other products and tools.
- Collaborate with other departments, take part in projects, and attend meetings at other locations as required.
- Contribute to, and promote, a positive working environment.
- Become a constant, positive role model and drive to inspire others.
- Demonstrate Real Time Resource Management awareness maintaining service levels and efficiencies.
- Deflect Operator Complaints by handling 2nd line escalations and finding positive solutions.
- Have a flexible attitude towards shift patterns.
Skills, Knowledge and Experience:
- A key understanding of the business and department OKRs.
- A technical problem solver with a focus on helping develop internal functions.
- An ability to bring outstanding issues to a resolution.
- Liaise with key stakeholders raising critical issues.
- Escalate and help guide company decisions through sharing voice of the player feedback.
- A problem solver whilst showing commercial awareness for each player.
- An expert in the group marketing initiatives and internal functions and processes.
- Resolve complex queries and show a commitment in helping guide the CS Advisor group.
- Maintain & exceed the internal QA score.
- An expert in handling multiple Live Chat, email & social media.
- Outstanding customer handling skills, as well as oral and written communication skills.
- An investigative approach whilst fact-finding to guarantee first contact resolution.
- Excellent PC skills, who is an expert with Excel and the web.
- Fast and accurate typing skills.
- Sports knowledge & a passion for sports is essential.
What can we offer?
- Company Performance bonus.
- Hybrid working for all staff with flexible working opportunities.
- Private Healthcare scheme + Employee Enhanced Assistance.
- Enhanced Family Leave - Maternity, Shared Parental & Adoption Leave: up to 6 months at full pay and 6 months at half pay. Paternity leave: up to 4 weeks at full pay.
- Subsidised gym membership.
- Life Assurance (x3 salary).
- Contributory Pension Plan.
- Daily snacks, quality coffee, soft drinks and regular socials.
Senior Customer Support Advisor employer: LiveScore Group
At LiveScore Group, we pride ourselves on being an exceptional employer, offering a vibrant work culture that champions adaptability, teamwork, and innovation. Located in the heart of Soho, London, our hybrid working model allows for flexibility while fostering collaboration among talented professionals. With a strong focus on employee growth, competitive benefits including private healthcare, generous family leave, and a performance bonus, we empower our team to thrive both personally and professionally in the dynamic world of sports and gaming.
StudySmarter Expert Advice🤫
We think this is how you could land Senior Customer Support Advisor
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at LiveScore Group. 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 LiveScore Group 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 Senior Customer Support Advisor
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 LiveScore Group:Your cover letter is your chance to shine! Tell us why you want to work at LiveScore Group 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 LiveScore Group!
How to prepare for a job interview at LiveScore Group
✨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.
