The primary roles and responsibilities of a Retail Customer Service Advisor are to support the CS management team, maintain and provide excellent, friendly and professional service to Betfred customers. To assist in supporting the Betfred organisation by obtaining, analysing and verifying the accuracy and order of information in a timely manner. The Head of Retail Customer Services will review the role on an annual basis to ensure the responsibilities have not changed and are still relevant to the position. 


  • To support the Customer Service management team at all times.
  • To provide customers with a professional service via telephone, email and written correspondence via letter in relation to the Betfred retail estate providing accurate responses in a timely manner.
  • To resolve all customer queries professionally in line with agreed KPI’s, ensuring that any escalations are raised promptly to maintain customer satisfaction.
  • Process shop deposit/withdrawal requests on behalf of customers.
  • Carry out administration duties as and when required.
  • Ensure that all customer remote account shop deposits and withdrawals are dealt with as 100% accurate.
  • Be conversant with all Betfred Standard Operating Procedures, Bonuses and Promotional campaigns.
  • Assist with outbound campaigns and shop FOBT registrations.
  • Understand fully and comply with the key objectives of the UK Gambling Commission.
  • To be fully aware of your responsibilities regarding Social Compliance and Licence Conditions Codes of Practice (LCCP).
  • Any other duties requested by the CS management team in relation to the Retail CSA role.

Skills & Experience

  • Experience in dealing with customers at all levels essential.
  • Excellent customer service skills with experience of working in a fast paced environment.
  • Professional telephone manner, with excellent listening skills.
  • Excellent written correspondence essential with reference to spelling, grammar and letter/email construction.
  • Ability to build and maintain good working relationships essential.     
  • Committed to improving levels of customer service essential.
  • Analytical approach to problem solving essential.
  • Competent computer skills including MS Outlook, Word and Excel essential.
  • Ability to resolve support issues to final resolution and to a significantly high standard essential.
  • Flexible approach to work, with the ability to multi task.


• Competitive hourly rates 

• Flexible hours

• Bonus opportunities

• Company pension scheme

• Employee discounts in most online and high street retailers 

• Additional holidays with service

• Recruitment Reward Scheme 

• Enhanced Maternity/Paternity Leave

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