YOUR KNOWLEDGE AND EXPERIENCE

• Previous experience working within the bingo industry or other similar roles with a passion for service!
• You must have 2 years’ experience in a face-to-face customer service role
• Working in a customer service office, call centre is hugely important for this role
• You must have experience working in a fast-paced customer service environment

SKILLS

• You must be articulate through written and verbal communication
• You must be tech savvy as you will use many technical systems
• A clear communicator with the ability to stay calm under pressure
• Ability to adapt quickly in a positive way
• Your great at building rapport with others
• You must have excellent organisation skills and attention to detail is critical

IN RETURN FOR EVERYTHING YOU BRING, WE OFFER AN EXCITING ROLE IN A RAPIDLY EXPANDING BUSINESS AND A COMPETITIVE REWARDS PACKAGE WHICH INCLUDES

• Help@Hand – a physical and mental wellbeing app for you and your family giving you fast remote access to a GP for advice and more
• Thrive App – for your mental wellbeing approved by the NHS
• Buzz Brights Apprenticeships
• Buzz Brilliance Awards – Employee Recognition Scheme
• Buzz Learning, our digital learning platform with access to 100s of online courses
• Access to Trained Mental Health Advocates for advice on your mental wellbeing
• 5 weeks Annual Leave plus Public Holidays (Prorated accordingly for part time Colleagues)
• Buy Holidays Salary Sacrifice Scheme – opportunity to buy an extra week’s holiday (if eligible)
• Staff discount 50% off bingo tickets, food & soft drinks
• Refer a Friend Scheme
• Life Assurance
• Pension Scheme

YOUR TASKS AND RESPONSIBILITIES

• Respond to all telephone-based enquiries from our online and land-based customers
• Respond to all email contact from our online and land-based customers
• Respond to all Live Chat contact from our online and land-based customers
• You will need to understand all promotions and policy and procedures to ensure you handle and resolve all customer contact correctly
• You will deliver outbound calls/ email campaigns, this could include customer satisfactory surveys or Trust Pilot reviews
• To strive toward the achievement of Key performance Indicators for the customer service department
• Continuously demonstrate excellent customer service skills (including questioning, probing, listening, establishing rapport and closing communication)
• Demonstrate whilst handling customer contact that you put the customer at the heart of what you do daily, ensuring you take personal accountability in resolving customer queries effectively and in a timely manner
• You will ensure that all customers receive a consistent and maintain a high standard in service standards through the quality of verbal, written communications
• You will be responsible for responding to social media comments to ensure that our customer queries are responded to in line with our brand tone
• You must ensure that all written communication in customers cases is recorded to a high standard
• You will ensure that all escalated enquiries are referred to the relevant department ensuring that all relevant information is captured for a speedy resolution
• Identify and support all customers in relation to Safer Gambling tools, escalation to our Player Protection Team is provided at the appropriate times with accurate case notes recorded
• You will be the first point of contact in complaint handling so priding yourself in delivering the best outcome for our customers is critical. You will be key in identifying the root causes, help create effective resolutions for our customers and ensuring that we can resolve complaints and service delivery and standards matter to us
• Be passionate about being the best you can be and want to achieve targets and deliver outstanding service to our customers
• A strong member of the team with the working ability to embrace the culture of Buzz Bingo core values and demonstrate them daily within the customer service team
• Provide valuable insights to the business on key trends on customer contacts and highlight any potential technical issues that are impacting the customer journey as your voice matters to us