Vacancy Type:
06 (Coral)
About The Role

Role Purpose    

To provide an excellent quality of customer service and bespoke telebetting to our high value customers.

Operating a multi-channel, cross product service using initiative and specialist skills to provide the ‘best in industry’ with first time resolution as the norm.

Key Responsibilities

  • Assist with knowledgeable support to all customer requests and create a positive customer experience
  • Provide immediate and accurate responses to all customer contacts via phone, email and chat
  • Deliver first time resolution up to authority and permission levels
  • Maintain customer profiling and communication database history for all Premier/VIP customers
  • Create and constantly develop unique positive personal relationships with Premier/ VIP customers.
  • Knowledge of websites for checking of results and accurate bet settlement
  • Able to confidently promote LadbrokesCoral products/services
  • Liaise with Promotions and Commercial team in regard to personalised bonus schemes
  • Transactional services for banking, deposits, withdrawals (online, CHAPS and Retail), promotional queries, regulatory rules and procedures
  • Continually develop betting and product knowledge
  • Achieve or exceed daily/weekly Key performance indicators – (time to answer – 3 seconds, email – response within 30 minutes, chat – pick up within 15 seconds)
  • Ability to make decisions and use discretion up to authorized permissions
  • Being aware of all bespoke offers for customers and the procedures around them
  • Adherence to company and team policies and procedures
  • Working a flexible rota 24/7 including weekends
  • Additional ad hoc duties as requested
Qualifications and Educational Requirements
  • Customer service experience
  • Competent English and Maths skills required

Specialist Skills and Experience Required

  • Extensive knowledge of systems including IMS and Openbet
  • Accurate problem-solving skills
  • Excellent interpersonal skills
  • Strong work ethic
  • Ability to work under pressure
  • High level of confidence and able to work to deadlines
  • Experience in betting/gaming environment
  • Ability to multi-task (phone, chat, email), whilst maintaining attention to detail
Readyfor us to bring it on? Bring your energy and drive and let’s entertainmillions. For the good of entertainment. Apply now!
Additional Information
The focused expertise of our talented digital teams creates products that millions enjoy. Working in amazing locations, always restless and working at pace to deliver the next gaming trend, they know how to bring it on. We’re GVC, the world’s largest sports betting and gaming company. Here in the sunshine of Gibraltar we’re ready for your bold ideas and energy. For the good of entertainment.
About The Company
Our portfolio of sports betting and gaming companies includes some of the most well-known brands in the industry, such as Ladbrokes, bwin, and Coral. We’ve a huge high street presence with an increasing share of online gaming activity. We take our commitment to safeguarding our customers extremely seriously. We make sure they know their limits and we work with them to make sure everyone enjoys our products and services responsibly.

Our Culture As Real As It gets

At GVC we're a diverse team, sharing a commitment to quality and success

Whether you're playing a key role in your local community as part of our retail team, or working out the next big gaming trends in our digital team, you'll enjoy a culture and a benefits package that we're extremely proud of.