Multilingual Customer Support Advisor – Live Chat & KYC

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

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