Customer Service Agent - UK

FDJ UNITED; Gibraltar; Hybrid; GBP 25,000 - 36,000; Full time

Benefits offered by this job

Well-being allowance

24 days holiday

Fully remote for 6 weeks

Private Health Insurance

Pension Plan

Career Development Plan

Friendly atmosphere in office

Job summary

FDJ UNITED is seeking a Customer Service Agent to deliver English language support across LiveChat, email and telephone. You will join a team of over 200 agents across Malta and Gibraltar, helping customers with our brands while adhering to governance and compliance requirements.

You will train on systems and product modules and contribute to a positive team atmosphere while maintaining high standards of service in a fast-paced environment.

Qualifications

• Fluency in English, both spoken and written.
• Experience solving complex problems in a fast-paced setting.
• Ability to multi-task across channels and tasks.

Responsibilities

• Deliver English language customer support across LiveChat, email and telephone.
• Provide timely, personal and professional solutions that exceed customer expectations.
• Guide players through the website/mobile app and assist with services and products.
• Share knowledge and contribute to team projects to improve customer support.
• Collaborate with internal teams to ensure a safe and positive gambling experience.

Skills

English fluency

Problem solving

Multi-tasking

IT concepts

Tools

LiveChat

Email

Telephone

Job description

At FDJ UNITED, we don't just follow the game, we reinvent it.

FDJ UNITED is one of Europe’s leading betting and gaming operators, with a vast portfolio of iconic brands and a reputation for technological excellence. With more than 5,000 employees and a presence in around fifteen regulated markets, the Group offers a diversified, responsible range of games, both under exclusive rights and open to competition. We set new standards, proving that entertainment and safety can go hand in hand. Here, you’ll work alongside a team of passionate individuals dedicated to delivering the best and safest entertaining experiences for our customers every day.
We’re looking for bold people who are eager to succeed and ready to level-up the game. If you thrive on innovation, embrace challenges, and want to make a real impact at all levels, FDJ UNITED is your playing field.

Join us in shaping the future of gaming. Are you ready to LEVEL-UP THE GAME?

The role

As a Customer Service Agent, you will play a key role in our mission to offer customers the best gambling experience ever. You'll be one of over 200 agents across Malta and Gibraltar who individually support the customers of our 11 brands in their native languages.
Your technical knowledge and excellent communications skills, both written and verbal, will contribute to your success.
We provide a dedicated training program including systems and product modules, plus ongoing development so that you can provide the best possible support to our customers.

What you will do

• Deliver English language customersupport across LiveChat, email and telephone
• Enable our players with quality solutions in a timely, personal and professional manner that exceeds the customers' expectations
• Guide players through the website &/or Mobile App platform assisting them in using our services and products
• Share knowledge, contribute to team projects and identify innovative practices that improve customer support activities
• Work closely with other departments including Player Safety, Payments and CRM to ensure a positive and safe gambling experience
• Speak on behalf of customers by providing useful feedback on their experiences
• Support your colleagues and contribute to a great team atmosphere
• Ensure that you adhere to the Governance, Risk & Compliance (GRC) obligations for your role.
• Identify and raise any non-compliance incidents promptly to your line manager.
• Challenge processes, policies and projects that will negatively impact compliance within the Group.
• Complete all mandatory compliance training assigned to you.
• Reach out to the Compliance Teams if unsure of any of your compliance obligations or the requirements are unclear.

How will success be measured in this role

• Customer satisfaction scores
• Contact quality, demonstrating empathy, reaching resolution, strong communication and friendliness
• Number of contacts handled
• Product knowledge
• Team contribution and extra tasks
• Regular performance reviews with your line manager
• Acting in line with ourvalues
• Successful completion of all relevant training and other compliance activities that support oursustainable and responsible growth

Your Experience

• Responsible and reliable team player
• Experience of problem-solving complex tasks
• Ability to multi-task in a fast-paced environment
• Fluency in English both spoken and written
• Good understanding of IT concepts

What can we offer you

• £300 per year Well-being allowance
• 24 days holiday (+ public holidays)
• 6 weeks fully remote working
• Private Health Insurance
• Maternity/Paternity Leave
• Anniversary awards
• Dedicated Career Development Plan
• Friendly Atmosphere in a fantastic office
• Pension Plan

We believe talent knows no boundaries. Our hiring process focuses solely on your skills, experience, and potential to contribute to our team. We welcome applicants from all backgrounds and evaluate each candidate based on merit, regardless of personal characteristics as the age, gender, origin, religion, sexual orientation, neurodiversity or disability.