Apprentice Customer Advisor

Location: Stoke on Trent (Hybrid working available)

Hours of work: 37.5 hours per week, between 7am-2am Monday-Sunday (including 5 hours of college-based learning)

Salary: £13,300 (plus a 35% hourly uplift for unsociable hours!)

Other benefits: 25 days plus bank holidays, private medical care, enhanced maternity, paternity, and adoption pay, store discounts, a contributory pension plan and many more!

We are looking for a driven and dedicated individual who is looking to kickstart a rewarding career in customer service to join our team as an Apprentice Customer Advisor. As an Apprentice, you will learn how to provide a world-class experience to our players and be welcomed into our fun and fast-paced call centre. In return you will gain a L2 nationally recognised customer service qualification, receive on-hand support and guidance from our team of experienced customer service professionals, and gain an array of invaluable and diverse experience that will open the doors to a successful career in customer service.

As an Apprentice Customer Advisor, you’ll utilise your excellent communication skills with energy and enthusiasm to engage our players effectively through email, live chat and over the phone. 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 actively encourage our employees to have fun making fun!

Your day to day:

• Act as the first point of contact for our players on all our UK gaming websites ensuring a first-class gaming experience.
• Communicate effectively and efficiently with our players via phone, live chat and emails.
• Keep on top of all our products promotional offering and tools to ensure you’re keeping up with our players, and with the business and department’s strategy.
• Take ownership and follow escalations through to resolution.
• Manage all tasks in a timely and efficient manner and work to meet (and exceed) set KPIs.
• Collaborate with colleagues across all departments on projects and attend relevant meetings as required.
• Strive to resolve everything, first time, every time. With complex issues, you should ascertain urgency and follow the appropriate next steps, escalating issues to the right department where appropriate.
• Contribute to, and promote a positive working environment. Becoming a role model and inspiring others.

What we’re looking for:

• To meet legal obligations, you must be 18 years of age or over.
• Hold a C/4 or above in Maths and English or equivalent.
• Passionate about providing excellent customer service.
• Committed to completing an 18 month apprenticeship.
• Exceptional verbal and written communication skills.
• Ability to problem solve, think fast under pressure and fact find to successfully provide a first-time resolution

Bally’s Interactive partners with Newcastle-under-Lyme College as a training provider for our apprenticeships. By applying for this post, you are confirming your explicit consent for us to share your application with NULC who may contact you directly for the purpose of your application.

About us:

Bally’s Interactive is the digital arm of one of the world’s leading entertainment providers, Bally’s Corporation, with tens of millions of players across the globe and big plans always in the works. Our brands and sites include market movers and shakers like SportsCaller, Monkey Knife Fight, Vera&John, Virgin Casino, Jackpotjoy and many more. We make our mark by embracing the diversity of our global team, challenging ourselves, and striving to make a difference for our players!