Night Customer Services 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.

At Betfred, we’re proud of where we’ve come from – a strong retail heritage, an expanding digital footprint, both built on resilience, independence and a deep connection to our customers. As we accelerate our growth and reimagine what excellence looks like in the gambling industry, we’re evolving how we operate — smarter systems, sharper performance, and an unwavering commitment to quality in everything we do.

That’s where you come in.

We’re looking for a Night Customer Service Advisor to join our Customer Service team in Birchwood. In this role, you’ll play a vital part in delivering the service standards that define Betfred, ensuring our customers receive clear, consistent, and responsible support every time they contact us.

As a Night Customer Service Advisor, you’ll be at the heart of the overnight customer experience, taking ownership of customer interactions and delivering high-quality support

that puts customer outcomes first.

You’ll respond to customer enquiries during overnight hours, ensuring accounts are managed accurately, issues are resolved fairly, and regulatory responsibilities are met. As part of the night operation, you may also support activity linked to Compliance and Safer Gambling, ensuring customers are protected and supported appropriately.

Working as part of a dedicated overnight team, you’ll play a key role in maintaining service continuity, customer safety, and operational standards outside of core business hours.

At Betfred, our Night Customer Service Advisors play a critical role in ensuring customers are supported, protected, and treated fairly around the clock. You’ll be joining an established overnight operation that helps maintain service continuity and regulatory standards outside of core hours.

You’ll be supported through a structured on-site training programme delivered at our Birchwood offices, Monday to Friday, 9am–5pm, over a four-week period. Full training will be provided for all aspects of the role, including compliance and safer gambling responsibilities, before moving into the live overnight environment.

This role is based on-site in Birchwood and operates on a 4 on / 4 off rota, with working hours from 21:00 to 07:00. This structured pattern provides consistency and balance while supporting overnight operational requirements.

If you’re looking for a role where responsibility, customer care, and regulatory standards matter, and where your contribution makes a real difference during critical hours, we’re ready to welcome you.

What you will do

• Operate in a fast-paced, customer-focused overnight environment, supporting a range of customer enquiries across the Betfred business
• Handle inbound customer contact professionally and efficiently during night-time hours, delivering a friendly, consistent, and high-quality service
• Take full ownership of customer queries from first contact through to resolution, ensuring fair, timely, and accurate outcomes
• Provide overnight support for Compliance and Safer Gambling activities where required, following established processes and guidance
• Accurately record and maintain customer account information, including updates, adjustments, closures, and related processes, in line with company and regulatory standards
• Resolve customer issues effectively while balancing quality, accuracy, and service expectations
• Work collaboratively with internal teams and escalation points to ensure appropriate handling of compliance or safer gambling concerns
• Identify, manage, and escalate issues promptly and appropriately to protect customer safety, satisfaction, and regulatory compliance
• Maintain up-to-date knowledge of products, promotions, rules, procedures, and safer gambling responsibilities
• Demonstrate flexibility in supporting overnight operational needs, undertaking additional duties aligned to the role to maintain high service standards

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.

What you’ll need to succeed

• A strong commitment to delivering excellent customer service, with a clear focus on achieving fair, positive, and consistent outcomes for customers
• Experience working in a customer-facing environment, with the ability to remain professional, calm, and effective in fast-paced and demanding situations
• Excellent communication skills, with the ability to listen actively and provide clear, accurate, and confident responses
• Strong written communication skills, with attention to detail and the ability to produce clear, professional correspondence
• The ability to build and maintain positive working relationships with colleagues and stakeholders across the business
• A proactive and curious mindset, with a willingness to learn new products, processes, and ways of working
• An understanding of the betting and gaming industry is desirable, with an interest in developing knowledge of our products and regulatory environment
• An analytical and structured approach to problem solving, with the ability to assess information and resolve issues to a high standard
• Confidence using computer systems and standard office applications, with the ability to adapt quickly to new tools and technology
• A strong sense of ownership and accountability, with the ability to manage customer queries through to resolution
• A flexible, organised, and team-focused approach, with the ability to multitask and respond positively to changing business needs

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.

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.