Customer Support Advisor - Split Shift
Bally's Interactive is looking for a Customer Support Advisor to join its fun and fast-paced contact centre. The role involves supporting players across the UK, Ireland, Europe, and various international markets by handling enquiries related to payments, verification, betting, and general account queries. No two conversations will ever be the same.
The Customer Support Advisor will leverage exceptional communication skills and a high-energy approach to engage with players via email and live chat, across multiple territories and brands. The role requires the ability to switch between markets throughout a shift, using real-time translation tools to support players in their own language. Occasional outbound calls may be required to resolve complex inquiries.
A core responsibility involves managing the LIVE KYC (Know Your Customer) process, where the advisor will facilitate efficient player verification to ensure a seamless onboarding experience and prioritise first-contact resolution. Because verification requirements differ from one territory to the next, the advisor will build a working knowledge of what each market expects and apply the right process first time. Bally's Interactive is seeking a proactive problem-solver dedicated to service excellence who brings an authentic personality to every interaction, embodying the company's commitment to a fun and engaging workplace.
- Serving as the primary point of contact for players across digital platforms and territories, leveraging real-time translation tools to effectively manage concurrent multilingual interactions.
- Communicating effectively and efficiently with 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.
- Must be 18 years of age or over (required).
- Passion for providing excellent customer service (required).
- Experience of handling Live Chat, email, and telephone queries (required).
- Exceptional verbal and written communication skills (required).
- Comfortable supporting players from different countries and cultures and adapting approach accordingly (required).
- Able to investigate issues, solve problems, and deliver first-contact resolution (required).
- Able to think fast under pressure and move between markets without losing your thread (required).
- 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.
Bally’s Corporation (NYSE: BALY) is a global casino-entertainment company with a growing omni-channel presence. Bally’s owns and operates 19 casinos across 11 states, along with a golf course in New York and a horse racetrack in Colorado, and holds OSB licenses in 13 jurisdictions in North America. The acquisition of Aspers Casino in Newcastle, UK, expands its international reach. It also owns Bally Bet, a first-in-class sports betting platform, Bally Casino, a growing iCasino platform, Bally’s Interactive International division (formerly Gamesys Group), a leading global interactive gaming operator, and a significant economic stake in Intralot S.A. (ATSE: INLOT), a global lottery management and services business. With 11,500 employees, its casino operations include approximately 17,700 slot machines, 630 table games, and 3,950 hotel rooms. Bally’s also has rights to developable land in Las Vegas at the site of the former Tropicana Las Vegas.