Customer Care Advisor

**Hybrid working: 2 days in the office per week**

**The Role**

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

A Customer Care Advisor is unique cross-skilled role (Responsible Gambling & Customer Support) which offers great variation and exposure to multiple areas of the business. You'll be the first point of contact for all customer service needs, investigating accounts for members who are at potential risk from gambling harm. The role requires a high level of attention to detail and accuracy, ability to switch tasks and make risk-based analyses and decisions.

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**
- Identify potential risks and markers of harm to members that have triggered internal controls; reviewing account indicators and making risk-based decisions to act when you see evidence of harm and behaviour change.Demonstrate the ability to deliver an excellent customer experience, whilst ensuring compliance and efficiency standards are met.
- Ability to switch tasks when required and meet a tight deadline and to remain calm under pressure.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 & Dutch.
- Excellent listening and interpersonal skills.
- Robust investigative, risk analysis, assessment, and decision-making 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
- 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
- Ride to Work & Annual Travel Card loan scheme
- Life Assurance (x3 salary)
- Newly refurbished office with snacks