Digital Customer Service Advisor

From humble beginnings on the shop floor to becoming a world-renowned bookmaker, Betfred has been on a remarkable journey and we want you to be part of this fantastic innovative business. Established in Salford, Manchester, 1967... we started with a clear and simple vision: to provide the ultimate betting experience for our customers. Today we have evolved and pride ourselves in delivering unparalleled entertainment experiences worldwide.

Whilst a lot has changed over the years, we have always stayed true to our roots. Our story started in retail and while it remains the heart of our business, we have also embraced the digital landscape. With over 1300 shops we continue to play a vital role in local communities across the UK while expanding our presence online.

About Us

We are Betfred and we are here to ensure our customers are able to enjoy betting or playing any of our products

in a fun and safe way. Offering extensive Sportsbook, Gaming, Casino, Bingo and Lotto options, every customer

can find something to take part in! We are dedicated to supporting not only our customers but all of the Betfred

family, ensuring we provide an environment where people can learn, develop and grow in their careers and

personally.

About the team

Our Customer Service Teams based in Birchwood are there to support and develop relationships with our

customers’ that ensure we are the chosen betting provider for them. Being passionate about delivering great

service and getting it right first time, means that we are always listening to our customers’ with a view to improving

everything we do.

About the role

Start dates available from 12th May 2025

Training hours and location - Training is based on-site (Birchwood) Monday-Friday for 4 weeks

We are dedicated to promoting safer gambling practices to ensure a responsible and enjoyable experience for all our customers. We prioritise player safety and well-being, providing resources and support for those who may need assistance. Our commitment to responsible gambling is integral to our operations, and we actively promote awareness and education to help our customers make informed decisions. Together, we can create a safer gambling environment for everyone.

Shift patterns – This role requires being in the office on a daily basis, following the successful completion of training.

Shift – 4pm - Midnight, 5 days in 7 on a fixed shift, will include weekend work (40hrs)

· Servicing inbound contacts regarding online account queries.

· Providing customers with a professional and friendly service via live chat, telephone and email.

· Ensuring data is accurately recorded, including any adjustments, closures, and other processes.

· Resolving all customer account queries efficiently and in a timely manner.

· Liaising internally with other departments to resolve customer queries.

· Ensure that any escalations are raised promptly and correctly to maintain customer satisfaction.

· Remain up to date with current promotional campaigns, rules, and procedures.

You will play an active role in servicing our customer queries on a day-to-day basis, ensuring that accounts are kept up to date and we adhere to our regulatory responsibilities.

Working in a fast paced environment and across many areas of the Betfred business, the role provides an opportunity for someone who enjoys working in a demanding and challenging environment, whilst still being focused on delivering best in class customer interactions. We love to speak with candidates from customer-facing backgrounds with a positive approach to learning new things, or someone who has curiosity about our industry.

Why join a winning team?

Betfred brings benefits and rewards for all our colleagues. But more than that, we create a unique, enjoyable and entertaining environment you will love being part of.

Be rewarded

• Enhance your income: benefit from bonuses, incentives, retail discount vouchers and more.
• Monthly pension contributions: helping you prepare for your future.
• Enhanced maternity & paternity pay: our Betfred family works to support yours.

Feel valued

• A long-service recognition programme and life milestone rewards.
• A recognition scheme to earn and convert points to spend with over 700 retailers.
• A comprehensive financial wellbeing package including salary-based savings with a 5% boost, early access to earnings and free 121 financial coaching.
• Mental health support including an independent Employee Assistance Programme, a 24/7 virtual GP service and complimentary eye tests.

Some of our benefits

• Competitive hourly rates

• Flexible shift options

• Bonus opportunities

• Company pension scheme

• Employee discounts in most online and high street retailers

• Recruitment Reward Scheme

• Enhanced Maternity/Paternity Leave

How to apply

Send your CV and covering letter to Julian.wood@betfred.com.

Cut off date for applications is 30th April 2025.

What happens next?

Our recruitment team will be in touch if you are successful. Initially we will arrange a short call just to get to know you a bit more and to answer any questions that you may have. If we feel like a good match, we will then progress you application to our hiring team, who will arrange a formal interview with you.

Interview – This will be onsite at our Birchwood offices with one of our Team Managers. It will also include a short basic skill assessment.

If you need any reasonable adjustment to attend the interview, just let us know! Equal opportunities Betfred are an equal opportunity employer and value diversity. We do not discriminate based on race, religion, colour, national origin, sex, gender, gender expression, sexual orientation, age, marital status, veteran status, or disability status.

We will ensure that individuals with disabilities are provided reasonable accommodation to participate in the job application or interview process, to perform essential job functions, and to receive other benefits and privileges of employment.

We will provide you with access to further training and development opportunities as we are real supporters of internal progression and are always looking for people who want to develop their career.

What’s next?

If you think you’re a great fit for the role, and you want to be a part of the Betfred story, click ‘Apply’ and we will be in touch once we’ve reviewed your application.

At Betfred we are committed to promoting equality, diversity, and inclusion (EDI) in our workplace. We believe that a diverse workforce drives innovation and enhances our success. We welcome applications from individuals of all backgrounds, identities, and experiences.

If you require reasonable adjustments during the recruitment process or have specific needs, please let us know, and we will be happy to accommodate you. Join us in creating an inclusive environment where everyone can thrive.