About Us We are Betfred and we are here to ensure our customers are able to enjoy betting or playing any of our products in a fun and safe way. Offering extensive Sportsbook, Gaming, Casino, Bingo and Lotto options, every customer can find something to take part in We are dedicated to supporting not only our customers but all of the Betfred family, ensuring we provide an environment where people can learn, develop and grow in their careers and personally. About the team Our Customer Service Teams based in Birchwood are there to support and develop relationships with our customers to ensure we are the chosen betting provider for them. Being passionate about delivering great service and getting it right first time, means that we are always listening to our customers with a view to improving everything we do. About the role Start dates available from 6th January 2025 Training hours and location - Training is based on-site (Birchwood) Monday-Friday for 4 weeks. Shift patterns - We have 2 shift options available, both of which require being in the office on a daily basis following the successful completion of training. Shift 1 Full Time: – 11:00 – 21:30 Saturday, Sunday, Monday & Tuesday (40hrs) Part time: 15:00- 21:00 Saturday, Sunday & Monday (18hrs) Responsibilities You will play an active role in servicing our customer queries on a day-to-day basis, ensuring that accounts are kept up to date and we adhere to our regulatory responsibilities. Working in a fast paced environment and across many areas of the Betfred business, the role provides an opportunity for someone who enjoys working in a demanding and challenging environment, whilst still being focused on delivering best in class customer interactions. We love to speak with candidates from customer-facing backgrounds with a positive approach to learning new things, or someone who has curiosity about our industry. Servicing inbound contacts regarding online account queries. Providing customers with a professional and friendly service via live chat, telephone and email. Ensuring data is accurately recorded, including any adjustments, closures, and other processes. Resolving all customer account queries efficiently and in a timely manner. Liaising internally with other departments to resolve customer queries. Ensure that any escalations are raised promptly and correctly to maintain customer satisfaction. Remain up to date with current promotional campaigns, rules, and procedures. 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 Working in a fast paced environment and across many areas of the Betfred business, the role provides an opportunity for someone who enjoys working in a demanding and challenging environment, whilst still being focused on delivering best in class customer interactions. We love to speak with candidates from customer-facing backgrounds with a positive approach to learning new things, or someone who has curiosity about our industry. Benefits Be Rewarded: Earn Extra Rewards: Unlock bonuses and incentives to enhance your income. Secure Your Future: Build a nest egg with monthly pension contribution, helping you prepare for the future. Family Support: Access enhanced Maternity & Paternity Pay to help you prepare for new additions to your family. Refer and Earn: Cash-in on our 'Refer a Friend' programme – we're always looking for exceptional individuals like you Peace of Mind: Benefit from a death in service benefit, though we hope you'll never need it. Save Smart: Enjoy discounts and cashback offers from a diverse range of high-street and online retailers, saving on everyday essentials and indulgences. Get Recognised: Celebrate Longevity: Join our long-service recognition programme, honouring the dedication of our loyal team members throughout their careers. Peer and Manager Acknowledgment: Recognise and be recognised for your achievements, earning points redeemable with over 700 global retailers. Life's Milestones: Receive a gift to celebrate the birth of a baby, adoptions, and weddings, along with an extra day off for your wedding day. Feel Valued: Always Accessible Healthcare: Benefit from a 24/7 virtual GP service for you and your family, ensuring prompt health answers that fit your schedule. Prioritise Mental Wellbeing: Utilise an independent service to identify and receive mental health support, including face-to-face counselling and self-help resources. Financial Wellbeing: Optimise your budget with our financial wellbeing package, offering real-time earnings tracking and early access to earned pay to help support you with unexpected bills. Savings Made Easy: Set up salary-based savings and earn a 5% boost through our savings scheme. Personalised Financial Guidance: Access one-on-one support from an independent Financial Coach. Comprehensive Assistance: Confidentially address life challenges through our Employee Assistance Programme, covering childcare, family matters, relationships, addiction, legal issues, financial concerns and more. Holistic Wellbeing Tools: Explore a wide range of resources for physical, mental, nutritional, and financial wellbeing through our Wellbeing App. Eye Care Benefits: Enjoy complimentary eye tests and contributions towards single lens prescriptions for VDU users. 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.