At a Glance
- Tasks: Be the go-to person for maintenance issues and help keep things running smoothly.
- Company: Join Betfred, a fun and supportive workplace that values teamwork and innovation.
- Benefits: Enjoy bonuses, discounts, pension contributions, and mental health support.
- Other info: We promote equality and inclusion, welcoming diverse applicants to thrive.
- Why this job: Make a real impact while developing your skills in a fast-paced environment.
- Qualifications: Strong communication skills and experience in a busy call centre are essential.
The predicted salary is between 25000 - 32000 £ per year.
The main purpose of this role is to be a point of escalation for a busy maintenance desk that supports the Retail estate.
To assist in supporting and training the team and to aim to meet the SLA Targets of a call abandonment rate of 3%.
Responsibilities
- Act as the first point of contact for maintenance‑related incidents and service requests
- Log, categorise, and prioritise incidents accurately in the maintenance or ticketing system
- Resolve routine, low‑complexity issues using documented procedures
- Escalate unresolved or complex issues to 2nd line support in line with SLAs
- Maintain accurate records of incidents, actions taken, and resolutions
- Update knowledge base articles with fixes or observations where appropriate
- Ensure maintenance logs are kept up to date
- Identify when issues exceed 1st line authority or capability
- Provide clear handover notes to higher‑line teams to support efficient resolution
- Follow escalation paths and operational guidelines
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’ll need to succeed – Essential
- Strong verbal communicator
- IT literate with experience of Microsoft Office, Word, Excel and Outlook
- Experience working in a similar role
- Be competent in working autonomously
- Will have experience operating within a busy call centre environment
- Will be a problem‑solver and have excellent communication and time management skills
- Ability to manage multiple priorities, within a fast‑paced environment and follow through on calls to completion
- Personal Characteristics
- Able to follow and carry out instructions
- Able to remain calm under pressure
- Proactive approach to work
- Friendly, approachable attitude towards team and others
- Able to meet tight deadlines
- Ongoing commitment to personal development
- Able to work alone and self‑motivate
- Resourceful
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
- Feel valued
- 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.
Equal Opportunity Statement
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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1st Line Maintenance Analyst in England employer: South 11
South 11 is an excellent employer that prioritises employee well-being and professional growth, offering a supportive work culture where collaboration and innovation thrive. With benefits such as bonuses, pension contributions, and mental health support, employees are empowered to enhance their skills while contributing to meaningful improvements in customer experiences. Located in a vibrant area, South 11 provides a dynamic environment that fosters both personal and career development.
StudySmarter Expert Advice🤫
We think this is how you could land 1st Line Maintenance Analyst in England
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at South 11. 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 South 11 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 1st Line Maintenance Analyst in England
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 South 11:Your cover letter is your chance to shine! Tell us why you want to work at South 11 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 South 11!
How to prepare for a job interview at South 11
✨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.
