Customer Support Advisor

Livescore Group Limited; Stoke-on-Trent; Hybrid; GBP 25,000 - 30,000; Full time

Job summary

A leading sports support service is seeking a Customer Support Advisor to join their award-winning team in Stoke-on-Trent. This role involves assisting customers through various channels like Live Chat, Email, and Phone, delivering high-quality service. The ideal candidate should possess excellent communication and problem-solving skills. A starting salary of £25,792 plus bonuses and hybrid working options are offered.

Benefits

Up to 20% annual company bonus

Private Healthcare scheme

Subsidised gym membership

Life Assurance

Enhanced Family Leave

Qualifications

• Ability to communicate clearly and promptly with customers.
• Ability to multi-task and manage multiple customer contacts.
• Flexibility to work evenings and weekends.

Responsibilities

• Respond to inbound Live Chat, Email & Phone queries professionally.
• Deliver excellent customer experiences while meeting compliance standards.
• Identify opportunities for upselling and cross-selling products.

Skills

Excellent listening skills

IT literate

Problem solving skills

Fluent in English

Interpersonal skills

Job description

Overview

At the beating heart of LiveScore Group, we are looking for motivated, positive, and personable Customer Support Advisors to help guide and assist our customers within our Award-Winning Support team.

This is a fantastic opportunity for a Customer Support Advisor to join what is fast becoming a leading operator in the UK. Sports and betting knowledge isn’t essential when applying as you will be provided with the relevant training and support. If sport is your passion, we’ve got you covered with Sports on in the background 24/7. LiveScore Group prides itself on delivering a positive and memorable customer experience, and as the first point of contact, the successful candidate will be responsible for delivering a high-quality service. A busy sporting calendar means you will need to be flexible with working hours, including evenings and weekends.

Responsibilities

• Respond professionally to inbound Live Chat, Email & Phone queries across our multiple labels.
• Demonstrate the ability to deliver an excellent customer experience, whilst ensuring compliance and efficiency standards are met.
• Communicate in a prompt, thoughtful and clear manner.
• Ability to multi-task between customer contacts.
• Listen, probe, and investigate enquiries to determine the underlying needs of the customer.
• Address any issues of conflict or complaint whilst displaying commercial awareness.
• Identify opportunities to upsell and cross-sell products and services to customers when appropriate.
• Stay up to date with company products, services, and policies to accurately answer customer questions.
• Collaborate with other departments to ensure customer satisfaction and retention.
• Classify customer contact, supporting the business in identifying process & product improvements.
• Ability to speak and communicate fluently in English.
• Excellent listening and interpersonal skills.
• Strong problem solving and critical thinking skills.
• Be IT literate with excellent written communication skills.
• Flexibility, drive, and enthusiasm to succeed.

About the role and training

Training Period: Will be conducted Monday to Friday, 9am to 6pm for the first four weeks. Working hours: 40 hours per week, 5 days out of any 7 (8 hours a day, between 7:50am – 2am).

Remuneration and benefits

• £25,792 starting salary
• Up to 20% annual company bonus and unsociable hours allowance, when applicable
• Office based for the first 4 months (probation and training period) to learn the role with face-to-face support
• Hybrid working (2 days in the office) available after successful completion of probation
• Hybrid working for all staff with flexible working opportunities
• Private Healthcare scheme + Employee Enhanced Assistance
• Enhanced Family Leave - Maternity, Shared Parental & Adoption Leave: up to 6 months at full pay and 6 months at half pay; Paternity leave: up to 4 weeks at full pay
• Subsidised gym membership
• Life Assurance (x3 salary)
• Contributory Pension Plan
• Daily snacks, quality coffee, soft drinks and regular socials