Location: Stoke-on-Trent ST1
Training will be conducted Monday to Friday, 9am to 6pm for the first four weeks

Remuneration Package

• Office based for the first 4 months (probation and training period) - this will allow you to get to know the team, soak up crucial knowledge and benefit from face to face support whilst learning the role!
• Hybrid working available after successful completion of probation period.
• £23,000 starting salary.
• Up to 20% annual company bonus and unsociable hours allowance, when applicable.

The Role

At the beating heart of LiveScore, we are looking for motivated, positive, and personable Customer Support advisors to help guide and assist our customers within our Award-Winning Support team.

This is a fantastic opportunity for a Customer Support Advisor to join what is fast becoming a leading operator in the UK. Sports and betting knowledge isn’t essential when applying as you will be provided with the relevant training and support. If sport is your passion, we’ve got you covered with Sports on in the background 24/7. This role would be well suited to a person who is enthusiastic, empathetic, and resilient. LiveScore prides itself as an organisation who ensures that the customers experience is positive and memorable, and as the first point of contact for our customers the successful candidate will be responsible for delivering a high-quality service.

A busy sporting calendar will mean that you will need to be flexible with your working hours, including evenings & weekends, but you will be rewarded!

LiveScore Group is home to LiveScore, LiveScore Bet and Virgin Bet, three of the most exciting brands in the sports and gaming industries today. We are passionate and excited about what we do in the Sports Media, Gaming and Betting sector and are proud of the high ratings we have achieved. We live our values, aiming to enhance and increase the enjoyment of sport through innovative products and immersive experiences. Trust is important in how we work, ensuring we are a collaborative unit who holds each other accountable. Relentlessly ambitious in everything we do, we embrace change and understand that failure is part of success.

We use our platform for positive social change and work to build a company our employees are proud to work for. We have a long-term commitment to diversity and inclusion. Our I.D.E.A (Inclusion, Diversity, Equality, Awareness) Forum is critical to our business and is embedded in our organisational structure to support a sense of belonging for everyone and to create a culture that allows all employees to thrive.

We know a job description can often deter an applicant who does not believe they match 100% of our requirements. If you are interested in this position and have relevant experience, then we would still love to hear from you.

Key Responsibilities

• Respond professionally to a range of inbound Live Chat, Email & Phone queries across our multiple labels.
• Demonstrate the ability to deliver an excellent customer experience, whilst ensuring compliance and efficiency standards are met.
• Communicate in a prompt, thoughtful and clear manner.
• The ability to multi-task between customer contacts.
• Listen, probe, and investigate enquiries to determine the underlying needs of the customer.
• Address any issues of conflict or complaint whilst displaying commercial awareness.
• Identify opportunities to upsell and cross-sell products and services to customers when appropriate.
• Stay up to date with company products, services, and policies to accurately answer customer questions.
• Collaborate with other departments to ensure customer satisfaction and retention.
• Classify customer contact, supporting the business in identifying process & product improvements.

Skills, Knowledge, and Experience

• Ability to speak and communicate fluently in English and Bulgarian. 
• Excellent listening and interpersonal skills.
• Strong problem solving and critical thinking skills.
• Be IT literate with excellent written communication skills.
• Flexibility, drive, and an enthusiasm to succeed.

What can we offer?

• Company Performance bonus
• Hybrid working for all staff with flexible working opportunities (following 4-month probationary period).
• Private Healthcare scheme + Employee Enhanced Assistance
• Enhanced Family Leave - Maternity, Shared Parental & Adoption Leave: up to 6 months at full pay and 6 months at half pay. Paternity leave: up to 4 weeks at full pay
• Subsidised gym membership
• Life Assurance (x3 salary)
• Contributory Pension Plan
• Daily snacks, quality coffee, soft drinks and regular socials