Customer Support Advisor - Split Shift

Bally’s Intralot is a newly formed company established through the combination of Intralot and Bally’s International Interactive, positioning the group as a top iGaming operator and a leading global provider of lottery solutions. 

Bally’s Intralot is uniquely positioned across digital online gaming markets, lottery, iLottery, and sports betting. Operating at the intersection of technology, regulation, and entertainment. We are optimally positioned to capitalise on strong global growth trends driven by digital adoption and regulatory expansion across lottery and iGaming markets.

• →Weeks 1–2: 09:30–18:00
• →Week 3: 12:00–20:30
• →Week 4: 14:00–22:30

So, what will you be doing?  

• Serving as the primary point of contact for players across our digital platforms and territories, leveraging real-time translation tools to effectively manage concurrent multilingual interactions.
• Communicating effectively and efficiently with our players via live chat and email, with occasional outbound calls to players when required.
• Switching between markets and brands as demand shifts through the day, holding the same standard of service in each one.
• Completing LIVE KYC verifications in line with the regulatory requirements of the territory the player is in.
• Keeping on top of products, promotional offerings and tools, including how these differ from market to market.
• Taking ownership and following escalations through to resolution.
• Managing tasks efficiently and on time while working to meet and exceed agreed KPIs.
• Collaborating with colleagues across all departments and locations on projects and attending relevant meetings as required.
• Striving to resolve everything, first time, every time.
• Contributing to, and promoting, a positive working environment. Becoming a role model and inspiring others.

 And what will you need?   

• To meet legal obligations, you must be 18 years of age or over.
• Be passionate about providing excellent customer service.
• Experience of handling Live Chat, email, and telephone queries.
• Possess exceptional verbal and written communication.
• Be comfortable supporting players from different countries and cultures and adapting your approach accordingly.
• Be able to investigate issues, solve problems, and deliver first-contact resolution.
• Able to think fast under pressure and move between markets without losing your thread.

What benefits will you get?   

• 25 days annual leave, plus the bank holiday allowance.
• 35% hourly uplift for hours worked between 11.30pm-2am
• Health insurance.
• Volunteering days.
• Home office allowance.
• Wellness or Gym allowance.
• Flexi-block policy allowing you to work abroad for up to four weeks a year. 
• Annual Summer and Christmas parties.

DNA / Values  

At Bally’s Intralot we are driven by a set of core values that we like to call our DNA. We strive to embody our DNA and keep them at the heart of everything we do!  

We Win as One, we succeed together - across every location and every function. We collaborate openly, raise each other up, and share the wins. We're Powered by Curiosity, we ask questions, challenge assumptions and make space to learn and innovate. We have Fun with Purpose, we bring creativity, energy and joy to how we work and what we deliver, because when people enjoy what they do, the work is better for everyone. Our teams Embrace the Possibility, when opportunity appears, we act. When the unexpected hits, we adapt. We don’t wait for change - we move towards it. At Bally's Intralot, we Guard the Game, we protect what matters most,  fair play for our players, integrity for our partners, and accountability in everything we do.

Equal Opportunities  

At Bally’s Intralot, we are committed to promoting equal opportunities in employment and working conditions. Diversity, Equity and Inclusion are important to us, and we encourage a culture where everyone can be themselves at work. We believe passionately that employing a diverse workforce is central to our success, this is our superpower.

We do not discriminate against employees or job applicants on the basis of race, colour, nationality, ethnic or national origin, age, sex or sexual orientation, gender reassignment, religion or belief, marital or civil partner status, pregnancy or maternity, political opinion or disability.

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