We caught up with Tobias, our online customer service advisor in Barking. He talks to us about his role and life behind the bets at Ladbrokes Coral.
Can you give us an insight into your role?
I work as an online customer service advisor for Ladbrokes Coral Group in Barking. The role basically consists of answering calls from customers from both brands and delivering the best customer service experience available. Dealing with their queries to the best of your ability and knowledge and also asking for advice when necessary from seniors or other team members or escalating cases that need to be dealt with by other departments. You also take the odd telebet call where you just need to place a bet for a phone customer which can be a welcome break and something different and also enjoyable to an extent if you’re a follower of any sports. It can get extremely busy and stressful at times, but support is always available with all of the seniors/managers being very understanding. There is also career progression available if you perform well and show you’re capable which is very appealing compared to other similar roles in different companies where you literally are “just a number” at times.
What do you like about your role?
I enjoy the variety of the calls. You deal with people from near enough every walk of life and every corner of society and every call always presents a different challenge and a different problem to be solved. It’s very rare any two calls are exactly the same so it rarely gets mundane. It also can be enjoyable to provide a complete resolution to a customer and getting to the bottom of something is always satisfying. To hear them compliment you on how much you’ve helped them is nice. I like the fact it’s a Sports environment and the relevant Sports for that day are always available to watch in the office.
What advice would you give someone considering a career at Ladbrokes Coral?
I’d definitely advise someone considering a career here to jump at the opportunity regardless of whether they have any experience in the betting industry or not. I think Customer service skills and knowing how to talk to and deal with people is a lot more important that actual Sports knowledge to succeed at this role but of course it is helpful because obviously it helps you provide resolutions to queries a lot quicker.
You have several different options in terms of progression and if you’re hard working and perform to the best of your ability these are available and will be presented to you.
As long as you do what you can, the only way is to go forward!
Also, if you have any special requirements, management will go above and beyond to grant your requests as long as they are within reason.
It’s the only job I’ve really had where I can see a future if I’m brutally honest.
Describe your role / team in 3 words?
How are you challenged in your role?
I think there are mainly two challenges in this role.
Firstly would be the detective work you have to do. Every time you get a call, you have to figure out what the customer is saying and figure out the actual problem and then think about how you can resolve the problem. At the same time you have to talk to the customer as well as having all of this going through your head, so one of the main challenges is updating them on your progress and letting them know what the problem is and how you’re going to solve it for them. Also when the resolution is negative for the customer you need to know how to deliver the negative resolution without them becoming negative, it’s all about trying to make them understand you’ve done your best for them.
Secondly, you must know how to or be able to keep your patience at all times. You just have to be able to stay calm and proceed one step at a time.
Tell us a fun fact about your department that others wouldn't know?
A king and queen are crowned a few times in the year in front of the whole office in a ceremony type event!
Why work in Barking?
You have many mainstream food restaurants around the area, everything you could possibly want and need and also a Costa which is good when you need your morning coffee!
There is also a market to browse around most days, Good transport links, The Thames Barrier and The Thamesmead Canal are some great landmarks. Gallions Reach is nearby. (Bowling, Cinema and Shopping Centre).
Dagenham & Redbridge FC are quite close also.
Do you think you have the skills to be a Customer Support Advisor? Apply now
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