Vacancy Type:
Fixed Term Contract
06 (Coral)
About The Role

To provide a friendly and efficient service to every customer, ensuring all procedures and policies are followed and every effort is made to resolve their query at the first point of contact. To ensure that relationships with all third parties are maintained to the highest possible standard in order to encourage an effective partnership.


  • Act as First point of contact to the Service Desk / Front all inbound support Calls

  • Triage and Diagnose reported faults applying standard fix protocols as required.

  • Accurately log incidents and ensure all relevant data is captured.

  • Regularly updating incidents logged on the Incident Management system and provide end users with a technical solution within Service Level Agreements.

  • Escalate incidents where a first time fix is not possible to relevant internal resolver group.

  • Monitor, progress, and resolve incidents whilst ensuring customer satisfaction through proactive updates, frequent contact and escalation where necessary.

  • Escalate potential service issues initially with Team Leader/Service Desk Manager

  • Follow up on calls and chase 3rd party resolvers to meet contractual SLA’s

  • Manage Service Desk emails (Governance)

  • Finding ways to improve the overall customer experience  

Additional Information
Specialist Skills and Experience Required

Good understanding of applying the ITIL framework
Competent with Microsoft Office
Familiarity with Computer Applications such as Citrix, Dameware, Exchange Management, Active Directory, Microsoft Windows.
Excellent level of written communication skills
Good level of communication skills
Ability to organise and plan to ensure all deadlines are met
Previous experience in Retail Gaming is ideal but not essential
Able to deliver high standards of Customer Service and recognise different customer needs
Ability to work under pressure and to tight deadlines.
Proven ability to build effective relationships with colleagues and customers and within a team

About The Company
lAt Ladbrokes Coral, we believe we’ve got the best brands in betting and gaming; and the best people behind them too.

There’s never been a more exciting time to join us. Our recent merger combined more than 230 years of heritage and opened up a world of exciting opportunities for the future. With the biggest UK retail estate in the industry, a growing digital business and an ever-expanding international presence, we want to be the world’s best betting and gaming company, where customers want to play and people want to work.

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.