Customer Experience Advisor

Customer Support Newcastle upon Tyne, Tyne and Wear


Description

Position at LeoVegas UK

LeoVegas is where the lions play…and work! A fun, agile and fast paced environment connecting 1000+ LeoVegas employees with over 60,000 worldwide employees of MGM Resorts International, as our two leading forces come together. We’re culture focused, so if you’re an innovator, initiator and a team player, give us a roar and join the LeoVegas pride - WINNER of the iGaming Idol 2022 - Employer of the year award!

Let’s create the world's greatest iGaming experience!

LeoVegas’ scale-up culture sets a tone of courage and capacity to act. Employees are encouraged to not only say what they think, but also to do the job that is needed - “to make it happen”.

LeoVegas does not believe in hierarchical structures, but instead that every individual employee plays an important role in the company. We trust that you thrive in these environments.

Due to our continued growth, we’re now looking to create a new team of Customer Experience Advisors to join our Newcastle office.

LeoVegas are looking for dedicated, passionate, and customer focused individuals, who will be the first point of contact for our valued customers. Working as a Customer Experience advisor, means having close contact with our customers via phone, email and live chat. You will also work alongside our other teams including Payments, Fraud, Safe Gambling and CRM. This role is very fast paced, but we always ensure that our customers have a positive experience. LeoVegas will provide you with all the equipment including a laptop, to ensure we support you within the role!

Your areas of knowledge and experience:

  • Clear and concise communication to our customers via live chat, email and phone.
  • Listen to customer inquiries and resolve problems effectively whilst adhering to policies and procedures.
  • Address customer complaints professionally, with empathy and patience, with a focus on turning negative experiences into positive ones. 
  • Able to work as an individual, but also contribute to the wider team and our culture.
  • Resilience to work towards and exceed KPIS. 
  • Enthusiastic and self-motivated team player.
  • Excellent oral and written communication.
  • Strong organisational and time management skills. 
  • Previous experience in the gambling industry is desirable, but not essential as we are focused on providing a superior customer experience.

Shift working:

We want to be there for our customers, so this role is 365 days a year with varying shift patterns covering day and night shifts. Details to be discussed during the interview.

Our Culture:

At LeoVegas Mobile Gaming Group we firmly believe that our diversity is what makes us unique and that everyone and anyone is welcome to enjoy the ride - regardless of age, gender, disability, race, national or ethnic origin, religion, language, marital or civil partnership status, political beliefs and sexual orientation. 

We are highly committed to uphold a high level of diversity and inclusion throughout our entire group. Being a global company with a widely diverse customer base makes it essential for our workforce to be a reflection of this.

By doing so, we believe we will achieve the best possible customer experience and create better value to our shareholders by doing so.

Hybrid working: 

At LeoVegas we have introduced a hybrid working environment that enables our employees to come together and collaborate in person, whilst offering ongoing flexibility to work from home. We all work from the office on Mondays, and encourage a further day of office working with your team. 

Benefits:

  • A culture and working environment that will allow you reach your full potential; 
  • Hybrid working policy plus the opportunity to ‘Work From any eligible country” for 4 weeks in each year; 
  • 28 days holiday a year, plus (8) public and bank holidays in England;
  • Matched pension contributions up to 6% employee, 6% employer;
  • BUPA private healthcare insurance with pre-existing medical conditions included and a cash-back plan towards the cost of routine dental and other treatments; 
  • An unrivalled Family Leave Policy; 
  • An unrivalled office environment with free parking and an abundance of drinks and snacks including breakfast each Monday and lunch each Friday (we’re feeders, sorry diets!);
  • Regular team and office socials during the day and after work;
  • Employee referral programme - earn between £750 - £1500 when you refer a friend to come and work for us!

There’s more! Upon successful completion of your probation:

  • Cycle to work scheme
  • £250 a year Health and Wellbeing allowance