Customer Support Advisor

Job title: Customer Support Advisor

Location: Newcastle under Lyme (Hybrid working available - 2 days from home each week!)

Hours of work: 37.5 hours per week, between 7am-2am Monday-Sunday

Salary: £25,000, plus a 35% hourly uplift for unsociable hours!

Other benefits: Annual bonus of up to 10%, 25 days plus bank holiday allowance, private medical care, enhanced maternity, paternity, and adoption leave pay, Bally's Perks discounts, paid volunteer days, a contributory pension plan and many more!

Who we are

Bally's Corporation is a global casino-entertainment company with a growing omni-channel presence. It currently owns and manages 15 casinos across 10 states, a golf course in New York, a horse racetrack in Colorado, and has access to OSB licenses in 18 states. It also owns Bally's Interactive International, formerly Gamesys Group, a leading, global, online gaming operator, Bally Bet, a first-in-class sports betting platform, and Bally Casino, a growing iCasino platform.

With 10,600 employees, the Company's casino operations include approximately 15,300 slot machines, 580 table games and 3,800 hotel rooms. Upon completing the construction of a permanent casino facility in Chicago, IL, and a land-based casino near the Nittany Mall in State College, PA, Bally's will own and/or manage 16 casinos across 11 states. Bally’s also has rights to developable land in Las Vegas post the closure of the Tropicana. 

Well, what about the team?

Our Customer Support Advisors play a pivotal role in ensuring our players receive a world-class experience at every turn. Our fun and fast-paced call centre presents a diverse variation of customer enquiries, from payment and verification to betting and general account queries, ensuring no two conversations will ever be the same!

As a Customer Support Advisor, you’ll utilise your excellent communication skills with energy and enthusiasm to engage our players effectively through email and live chat. Outbound calls might sometimes be required to gain further information as and when required. You’ll be passionate about providing a high standard of customer service and possess a dynamic and proactive approach to problem solving. Above all else, we ask you to bring your personality to each call, as we promote authenticity and encourage our employees to have fun making fun!

So, what will you be doing?

• Acting as first point of contact for our players on our Global gaming websites.
• Communicating effectively and efficiently with our players via live chat and emails, with occasional outbound calls to players when required. 
• Keeping on top of products & promotional offerings & tools.
• Taking ownership and follow escalations through to resolution.
• Managing all tasks in a timely and efficient manner and work to meet (and exceed) set KPIs.
• Collaborating with colleagues across all departments on projects and attend relevant meetings as required.
• Striving to resolve everything, first time, every time.
• Contributing to, and promote a positive working environment. Becoming a role model and inspiring others.

And what are we looking for?

• To meet legal obligations, you must be 18 years of age or over
• Be passionate about providing excellent customer service
• Experience of handling Live Chat, email, and telephone queries
• Possess exceptional verbal and written communication skills
• Have the ability to problem solve and fact find to successfully provide a first-time resolution
• Able to think fast under pressure

This is what you'll get

- 35% hourly uplift for hours worked between 11.30pm-2am

- 25 days annual leave plus bank holiday allowance
- Annual bonus of up to 10%
- Pension plan
- Health insurance
- Company share scheme
- Volunteering days
- Home office allowance
- Wellness or Gym allowance

DNA / Values

At Bally’s Interactive, we are driven by a set of core values that we like to call our DNA. We strive to embody our DNA and keep them at the heart of everything we do!

We are Always Ready to embrace change, adapt, and do what it takes to delight our customers. We believe that You Make the Difference, which is what gives our players the best experience and keeps them coming back. We are All One Team, looking out for each other, respecting diversity while connecting through a common purpose. Our teams are Learning Every Day by showing constant curiosity and the drive to learn from successes, mistakes, new experiences, and the people around us. At Bally’s we Love to Lead by thinking differently, seeking innovation, and always looking for ways to raise our game.

Equal Opportunities

At Bally’s Interactive, we are committed to promoting equal opportunities in employment and working conditions.

Diversity, Equity and Inclusion are important to us, and we encourage a culture where everyone can be themselves at work. We believe passionately that employing a diverse workforce is central to our success, this is our superpower. 

We do not discriminate against employees or job applicants on the basis of race, colour, nationality, ethnic or national origin, age, sex or sexual orientation, gender reassignment, religion or belief, marital or civil partner status, pregnancy or maternity, political opinion or disability.