Customer Support Advisor - Late Shift

GamblingCareers.com; Newcastle-under-Lyme; On-site; GBP 21,000 - 26,000; Full time

Benefits offered by this job

25 days annual leave + bank holidays

35% uplift for 11:30pm–2:00am hours

Health insurance

Volunteering days

Home office allowance

Wellness or Gym allowance

Flexi-block policy to work abroad up 4

Annual Summer and Christmas parties

Job summary

Bally’s Intralot is seeking a Customer Support Advisor to deliver world-class support to players across the UK, Ireland, Europe and beyond. You will use real-time translation tools to handle multilingual inquiries via live chat and email, with occasional outbound calls.

You will manage LIVE KYC processes and adapt to different market requirements, while maintaining a high-energy, customer-first approach. The role features a fixed 5-on, 3-off shift pattern (17:30–03:00) with initial training

Qualifications

• 18 years of age or over.
• Passion for providing excellent customer service.
• Experience handling Live Chat, email, and telephone queries.
• Exceptional verbal and written communication.
• Comfort supporting players from different countries and cultures.
• Ability to investigate issues and deliver first-contact resolution.
• Capacity to switch between markets and brands without losing thread.

Responsibilities

• Serve as the primary contact for players across digital platforms and territories using real-time translation tools.
• Communicate via live chat and email with occasional outbound calls.
• Switch between markets and brands as demand shifts while maintaining service standards.
• Perform LIVE KYC verifications in line with territorial requirements.
• Stay informed about products, promotions, and tools across markets.
• Take ownership and escalate to resolution.
• Meet and aim to exceed KPI targets.
• Collaborate with colleagues across departments and locations.
• Strive for first-time Resolution and a positive work environment.

Skills

Live chat experience

Email support

Telephone support

Strong communication

Multilingual support

Tools

Live chat software

Email systems

Translation tools

Job description

About Us

Bally’s Intralot is a newly formed company established through the combination of Intralot and Bally’s International Interactive, positioning the group as a top iGaming operator and a leading global provider of lottery solutions.

About Us

Bally’s Intralot is a newly formed company established through the combination of Intralot and Bally’s International Interactive, positioning the group as a top iGaming operator and a leading global provider of lottery solutions.

Bally’s Intralot is uniquely positioned across digital online gaming markets, lottery, iLottery, and sports betting. Operating at the intersection of technology, regulation, and entertainment. We are optimally positioned to capitalise on strong global growth trends driven by digital adoption and regulatory expansion across lottery and iGaming markets.

Well, what about the team?

Our Customer Support Advisors play a pivotal role in ensuring our players receive a world-class experience at every turn. Our fun and fast-paced contact centre supports players across the UK, Ireland, Europe and a growing number of international markets, so the enquiries reaching you are as varied as the people behind them: payments and verification, betting questions, general account queries. No two conversations will ever be the same!

In the role of Customer Support Advisor, you will leverage exceptional communication skills and a high-energy approach to engage with players via email and live chat, across multiple territories and brands. You will move between markets throughout your shift, using real-time translation tools to support players in their own language. You do not need to speak a second language yourself, strong written English and the judgement to adapt your tone to different audiences matter far more. Occasional outbound calls may be required to resolve complex inquiries.

A core responsibility involves managing the LIVE KYC (Know Your Customer) process, where you will facilitate efficient player verification to ensure a seamless onboarding experience and prioritise first-contact resolution. Because verification requirements differ from one territory to the next, you will build a working knowledge of what each market expects and apply the right process first time. We are seeking a proactive problem-solver dedicated to service excellence who brings an authentic personality to every interaction, embodying our commitment to a fun and engaging workplace.

This role operates on a fixed 5-on, 3-off shift pattern, with shifts running from 17:30 to 03:00, Monday to Sunday. Please note that the initial training period will run Monday-Friday, and will follow the schedule below:

• Weeks 1–2: 09:30–18:00
• Week 3: 12:00–20:30
• Week 4: 14:00–22:30

So, what will you be doing?

• Serving as the primary point of contact for players across our digital platforms and territories, leveraging real-time translation tools to effectively manage concurrent multilingual interactions.
• Communicating effectively and efficiently with our players via live chat and email, with occasional outbound calls to players when required.
• Switching between markets and brands as demand shifts through the day, holding the same standard of service in each one.
• Completing LIVE KYC verifications in line with the regulatory requirements of the territory the player is in.
• Keeping on top of products, promotional offerings and tools, including how these differ from market to market.
• Taking ownership and following escalations through to resolution.
• Managing tasks efficiently and on time while working to meet and exceed agreed KPIs.
• Collaborating with colleagues across all departments and locations on projects and attending relevant meetings as required.
• Striving to resolve everything, first time, every time.
• Contributing to, and promoting, a positive working environment. Becoming a role model and inspiring others.

And what will you need?

• To meet legal obligations, you must be 18 years of age or over.
• Be passionate about providing excellent customer service.
• Experience of handling Live Chat, email, and telephone queries.
• Possess exceptional verbal and written communication.
• Be comfortable supporting players from different countries and cultures and adapting your approach accordingly.
• Be able to investigate issues, solve problems, and deliver first-contact resolution.
• Able to think fast under pressure and move between markets without losing your thread.

What benefits will you get?

• 25 days annual leave, plus the bank holiday allowance.
• 35% hourly uplift for hours worked between 11.30pm-2am
• Health insurance.
• Volunteering days.
• Home office allowance.
• Wellness or Gym allowance.
• Flexi-block policy allowing you to work abroad for up to four weeks a year.
• Annual Summer and Christmas parties.

DNA / Values

At Bally’s Intralot we are driven by a set of core values that we like to call our DNA. We strive to embody our DNA and keep them at the heart of everything we do!

We Win as One, we succeed together - across every location and every function. We collaborate openly, raise each other up, and share the wins. We're Powered by Curiosity, we ask questions, challenge assumptions and make space to learn and innovate. We have Fun with Purpose, we bring creativity, energy and joy to how we work and what we deliver, because when people enjoy what they do, the work is better for everyone. Our teams Embrace the Possibility, when opportunity appears, we act. When the unexpected hits, we adapt. We don’t wait for change - we move towards it. At Bally's Intralot, we Guard the Game, we protect what matters most, fair play for our players, integrity for our partners, and accountability in everything we do.

Equal Opportunities

At Bally’s Intralot, we are committed to promoting equal opportunities in employment and working conditions. Diversity, Equity and Inclusion are important to us, and we encourage a culture where everyone can be themselves at work. We believe passionately that employing a diverse workforce is central to our success, this is our superpower.

We do not discriminate against employees or job applicants on the basis of race, colour, nationality, ethnic or national origin, age, sex or sexual orientation, gender reassignment, religion or belief, marital or civil partner status, pregnancy or maternity, political opinion or disability.