Senior Customer Services Assistant

Customer Service London, United Kingdom


Description

Senior Customer Services Assistant 

Location: Kennington, London

The Background

The Sporting Group is one of the world’s leading names in sports betting technology and trading. The Group employs almost 300 staff, predominately at its central London HQ, and has two principal divisions, Sporting Index – a B2C operation, the pre-eminent sports spread betting company, and Sporting Solutions, a rapidly growing B2B operation which supplies real-time pricing and sports trading capabilities to sportsbooks around the globe.

The customer service department is the first point of contact for all of our Sporting Index clients. This is a wide ranging and varied role where communication with all areas of the business is essential. At the forefront of the company operations you will be responsible for maintaining and developing the high standards of customer service which has made Sporting Index the number one spread betting company in the industry.

The Role

To assist the Head of Customer Services with the operational running of the Customer Services area of the department. This team is responsible for providing a first-class multi-channel customer service in terms of response times to calls/emails, resolution of client enquiries and pro-active outbound calling in line with the department’s customer contact strategy. To work closely with other departments to ensure that the best levels of services are offered at all times to our clients.

Duties will include but not be limited to the following:

  • Assisting in creation and management of monthly team rota
  • Act as an escalation point for queries which other members of the team are unable to resolve during first contact
  • Processing staff time-sheets and other related administrational duties
  • Assisting the Head of Customer Services with the departmental performance management programme where appropriate
  • Assisting with internal agent performance monitoring programme
  • Resolve customer queries by phone, email and Live Chat (Taking payments and providing refunds; market & rule explanation; updating client details; re-settling & confirming make ups; password setting & on-line support)
  • Liaise with other departments (trading; credit; marketing) to ensure issues are resolved
  • Processing new account applications and performing welcome calls for new clients
  • Provide administrative support for the Sales and Marketing team in promotional and sales campaigns (as required)

What we’re looking for

  • Polite telephone manner especially when under pressure
  • Excellent attention to detail
  • Good team working ability
  • Good level of numeracy
  • Understanding of betting and a passion for sport
  • Flexibility to work evening and weekend shifts on a regular basis.
  • Previous call centre/customer service experience

 Extra marks if you have

  • Previous experience of accurate data entry/settlement checking in the betting industry.
  • Interest and understanding of spread betting