Customer Support Advisor - Nights in Stoke-on-Trent

Join to apply for the Customer Support Advisor – Nights role at LiveScore Group .

Location: Stoke-on-Trent ST1

• Training Period: Monday to Friday, 9am – 6pm for the first four weeks.
• Working hours: Average 36.75 hours per week, 8pm – 8am, 4 nights on / 4 nights off rotational basis.
• Up to 20% annual company bonus and unsociable hours allowance when applicable.
• Office-based for the first 4 months (probation & training period); after probation, hybrid working (2 days in office) available.

Remuneration Package

• £23,696.40 starting salary
• Up to 20% annual company bonus and unsociable hours allowance when applicable.

The Role

At the beating heart of LiveScore Group, we are looking for motivated, positive, and personable Customer Support Advisors to help guide and assist our customers within our Award‑Winning Support team. This is a fantastic opportunity for a Customer Support Advisor to join what is fast becoming a leading operator in the UK. Sports and betting knowledge isn’t essential – training and support will be provided. If sport is your passion, we’ve got you covered with sports in the background 24/7. This role is well suited to an enthusiastic, empathetic, and resilient person.

LiveScore Group prides itself on ensuring that the customers experience is positive and memorable. As the first point of contact, the successful candidate will be responsible for delivering high‑quality service.

A busy sporting calendar will mean you will need to be flexible with your working hours, including evenings & weekends, but you will be rewarded!

LiveScore Group runs three of the most exciting brands in sports and gaming: LiveScore, LiveScore Bet, and Virgin Bet – a fully owned ecosystem connecting sports media and sports betting. Our high ratings for commitment to excellence fuel fan passion and drive us to the top.

We innovate, and our cutting‑edge products set the standard. Every day, our team embodies adaptability, teamwork, a fan‑driven approach, and an ever‑curious mindset.

Key Responsibilities

• Respond professionally to a range of inbound Live Chat, Email & Phone queries across our multiple labels.
• Deliver an excellent customer experience while ensuring compliance and efficiency standards are met.
• Communicate promptly, thoughtfully, and clearly.
• Multi‑task between customer contacts.
• Listen, probe, and investigate enquiries to determine customers’ underlying needs.
• Address conflicts or complaints while displaying commercial awareness.
• Identify opportunities to upsell and cross‑sell products and services when appropriate.
• Stay up to date with company products, services, and policies to accurately answer questions.
• Collaborate with other departments to ensure customer satisfaction and retention.
• Classify customer contact to support business process & product improvements.

Skills, Knowledge, And Experience

• Speak and communicate fluently in English.
• Excellent listening and interpersonal skills.
• Strong problem‑solving and critical thinking skills.
• IT literate with excellent written communication skills.
• Flexibility, drive, and enthusiasm to succeed.

What can we offer?

• Company performance bonus
• Hybrid working for all staff with flexible working opportunities after 4‑month probation.
• Private healthcare scheme & employee enhanced assistance.
• Enhanced family leave – maternity, shared parental & adoption leave (up to 6 months full pay, 6 months half pay); paternity leave up to 4 weeks full pay.
• Subsidised gym membership.
• Life assurance (3× salary).
• Contributory pension plan.
• Daily snacks, quality coffee, soft drinks, and regular socials.

Seniority level

• Entry level

Employment type

• Full‑time

Job function

• Other

#J-18808-Ljbffr