Customer Service Advisor

• Operate in a fast-paced, customer-focused environment, supporting a wide range of customer enquiries across the Betfred business
• Handle inbound customer contact professionally and efficiently, delivering a friendly, consistent, and high-quality service
• Take full ownership of customer queries from first contact through to resolution, ensuring fair, timely, and accurate outcomes
• Accurately record and maintain customer account information, including updates, adjustments, closures, and related processes, in line with company and regulatory standards
• Resolve customer issues effectively while balancing quality, accuracy, and service expectations
• Work collaboratively with internal teams and departments to support seamless resolution and positive customer journeys
• Identify, manage, and escalate issues promptly and appropriately to protect customer satisfaction and regulatory compliance
• Maintain up-to-date knowledge of products, promotions, rules, and procedures to ensure confident and consistent customer support
• Support business initiatives and campaigns, adapting to new processes, tools, and customer contact methods as the business evolves
• Demonstrate flexibility in supporting business needs, undertaking additional duties aligned to the role to maintain high service standards

• A strong commitment to delivering excellent customer service, with a clear focus on achieving fair, positive, and consistent outcomes for customers
• Experience working in a customer-facing environment, with the ability to remain professional, calm, and effective in fast-paced and demanding situations
• Excellent communication skills, with the ability to listen actively and provide clear, accurate, and confident responses
• Strong written communication skills, with attention to detail and the ability to produce clear, professional correspondence
• The ability to build and maintain positive working relationships with colleagues and stakeholders across the business
• A proactive and curious mindset, with a willingness to learn new products, processes, and ways of working
• An analytical and structured approach to problem solving, with the ability to assess information and resolve issues to a high standard
• Confidence using computer systems and standard office applications, with the ability to adapt quickly to new tools and technology
• A strong sense of ownership and accountability, with the ability to manage customer queries through to resolution
• A flexible, organised, and team-focused approach, with the ability to multitask and respond positively to changing business needs

An understanding of the betting and gaming industry is desirable, with an interest in developing knowledge of our products and regulatory environment

• Bonuses
• Incentives
• Retail discount vouchers
• Monthly pension contributions
• Enhanced maternity & paternity pay
• Long-service recognition programme and life milestone rewards
• Recognition scheme to earn and convert points to spend with over 700 retailers
• Comprehensive financial wellbeing package including salary-based savings with a 5% boost, early access to earnings and free 121 financial coaching
• Mental health support including an independent Employee Assistance Programme, a 24/7 virtual GP service and complimentary eye tests
• Access to further training and development opportunities