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- Tasks: Provide top-notch support to customers via phone, email, live chat, and text betting.
- Company: Join a friendly team at the Tote, dedicated to exceptional customer service.
- Benefits: Enjoy competitive salary, bonus scheme, shares option, and generous holiday entitlement.
- Why this job: Make a real difference in customer experiences while developing valuable skills.
- Qualifications: Previous customer service experience and strong communication skills are essential.
- Other info: Dynamic work environment with opportunities for progression and regular social events.
The predicted salary is between 25000 - 30000 £ per year.
We are looking for a dedicated and enthusiastic Customer Care Advisor to join our Customer Care team in Wigan. In this role, you will be a key point of contact for our B2C Tote customers across the UK and Ireland, helping to deliver an exceptional customer experience. Reporting to the Head of Customer Care, you will support customers through a variety of channels including phone, email, live chat and text betting. This is a fantastic opportunity for someone who is passionate about customer service and enjoys working in a fast‑paced, team‑focused environment.
What You’ll Be Doing
- Provide high‑quality support to customers by responding to enquiries through phone, email, live chat and text betting channels.
- Proactively help customers understand and use our digital services, including our online platform and mobile app.
- Work closely with internal teams to ensure that any issues affecting customers are escalated and resolved efficiently.
- Actively listen to customer needs, build strong relationships, and communicate clearly to deliver the best possible service.
- Maintain accurate and confidential customer records in line with GDPR regulations.
- Navigate internal systems efficiently to resolve enquiries quickly while keeping up to date with company communications and product information.
What We’re Looking For
- Previous experience in a customer‑focused environment.
- Excellent written and verbal communication skills.
- Ability to build rapport with customers while remaining professional at all times.
- Strong teamwork skills and confidence to raise and escalate issues when necessary.
- Comfortable using computer systems and familiar with Microsoft Office.
- An interest in racing or knowledge of pool betting would be advantageous but is not essential, as full training will be provided.
- A positive attitude, a proactive approach to problem solving, and a genuine commitment to creating a great customer experience.
What’s in it for you?
At the Tote you can expect a friendly working environment with a strong sense of teamwork and pride in what we do. Within this role you’ll develop a broad range of skills and experiences that can enhance your career at the Tote. Additionally, our company benefits package includes:
- Competitive Basic Salary
- Discretionary Bonus Scheme
- Company Shares Option Plan
- Contributory pension scheme
- Life insurance (4 x basic salary)
- Simply Health Cash Plan
- Holiday entitlement (33 days inclusive of bank holidays)
- Study Support and opportunity for progression and development
- Confidential 24/7 365 employee assistance helpline
- Agile and collaborative office environment with free parking, fruit, biscuits, and drinks
- Regular social events, charity events and volunteering opportunities
Customer Care Advisor employer: UK Tote Group
Contact Detail:
UK Tote Group Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Customer Care Advisor
✨Tip Number 1
Get to know the company! Before your interview, do a bit of research on the Tote and its values. This will help you tailor your responses and show that you're genuinely interested in being part of the team.
✨Tip Number 2
Practice makes perfect! Role-play common customer service scenarios with a friend or family member. This will help you feel more confident when handling real-life situations during the interview.
✨Tip Number 3
Show off your communication skills! During the interview, make sure to articulate your thoughts clearly and listen actively. Remember, it's all about building rapport and demonstrating your passion for customer service.
✨Tip Number 4
Don’t forget to follow up! After your interview, send a quick thank-you email to express your appreciation for the opportunity. It’s a great way to leave a lasting impression and keep you on their radar.
We think you need these skills to ace Customer Care Advisor
Some tips for your application 🫡
Show Your Passion for Customer Service: When writing your application, let your enthusiasm for customer service shine through. Share specific examples of how you've gone above and beyond to help customers in the past. We love seeing that genuine commitment!
Tailor Your Application: Make sure to customise your application to highlight the skills and experiences that match the Customer Care Advisor role. Use keywords from the job description to show us you understand what we're looking for. It helps us see you as a great fit!
Keep It Clear and Concise: We appreciate clarity! Make your application easy to read by using clear language and short paragraphs. Avoid jargon unless it’s relevant to the role. This way, we can quickly grasp your qualifications and enthusiasm.
Apply Through Our Website: Don’t forget to submit your application through our website! It’s the best way for us to receive your details and ensures you’re considered for the role. Plus, it’s super straightforward and user-friendly!
How to prepare for a job interview at UK Tote Group
✨Know the Company Inside Out
Before your interview, take some time to research the company and its values. Understand their customer service philosophy and how they engage with customers. This will not only help you answer questions more effectively but also show your genuine interest in the role.
✨Practice Active Listening
During the interview, make sure to listen carefully to the questions being asked. This is especially important for a Customer Care Advisor role where understanding customer needs is key. Respond thoughtfully and ask clarifying questions if needed to demonstrate your engagement.
✨Showcase Your Communication Skills
Since excellent communication is crucial for this position, prepare examples of how you've successfully communicated with customers in the past. Whether it’s resolving an issue or providing information, be ready to share specific instances that highlight your skills.
✨Demonstrate Problem-Solving Abilities
Think of scenarios where you had to solve a problem for a customer. Be prepared to discuss these situations during the interview, focusing on your approach and the outcome. This will illustrate your proactive attitude and commitment to delivering great customer experiences.