From humble beginnings on the shop floor to becoming a world-renowned bookmaker, Betfred has been on a remarkable journey and we want you to be part of this fantastic innovative business. Established in Salford, Manchester, 1967... we started with a clear and simple vision: to provide the ultimate betting experience for our customers. Today we have evolved and pride ourselves in delivering unparalleled entertainment experiences worldwide.
Whilst a lot has changed over the years, we have always stayed true to our roots. Our story started in retail and while it remains the heart of our business, we have also embraced the digital landscape. With over 1300 shops we continue to play a vital role in local communities across the UK while expanding our presence online.
Our Customer Service Teams based in Birchwood are there to support and develop relationships with our customers and retail colleagues ensuring every interaction meets the standards they have come to expect. 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. You will report to the Head of Digital Customer Services.
About the role
Start date available from May 2025.
Training hours and location
Training is based on-site (Birchwood). This will include classroom and on-the-job training.
Any 5 days from 7 in a week, 8-hour shifts (40hr week). Weekend work and late-night working (up until 9pm) will be required on a rotational basis.
Responsibilities
* Manage quality and performance against the agreed frameworks and SLA.
* Have full knowledge of your own and wider business KPI’s, ability to report against KPI’s.
* Effectively manage absence in line with company policies.
* Resolving all customer account queries efficiently and in a timely manner.
* Support frontline teams where complaint escalations are necessary.
* Understand fully and comply with the key objectives of the UK Gambling Commission.
* Deliver engaging coaching and feedback sessions to the team, whilst agreeing defined actions where opportunities for improvement are identified.
* Create a team environment that promotes development and idea generation.
* Celebrate success and great customer service.
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
What you’ll need to succeed:
You will play an active role in managing the quality and service provided to both customers and colleagues across the wider business. Ensuring that your team is encouraged to develop their own personal skills and knowledge will be pivotal for you to succeed in this role.
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 who have experience in creating and managing customer service teams, with a positive approach to learning new things, or someone who has a background in management and has a curiosity about our industry.
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.
* 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.
What’s next?
If you think you’re a great fit for the role, and you want to be a part of the Betfred story, click ‘Apply’ and we will be in touch once we’ve reviewed your application.
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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