Customer Support Advisor (Sports)

ABOUT US

Spreadex has been operating for 20 years as a sports and financial spread betting provider. The business expanded to offer fixed odds betting in 2010, casino betting in 2011 and CFD trading in 2017. Spreadex is the only global operator to offer all of these services under one brand.

After 20 years of sustained profits, we're now looking to take the next step and materially grow the business in the next 5 years on both the sports and financials side. Our ambitious plans are being supported by a material increase in our Marketing Budget and our expansion into Denmark. To support this growth, Spreadex is committed to more diversity and equality within our teams.

This opening provides the successful candidate with the opportunity to join a growing team in a vibrant office based in St Albans, just outside London. The role will be a mix of working from the office and working from home.

ABOUT THE POSITION

As part of our continued expansion, Spreadex are looking to hire a Customer Service Advisor to join our modern offices in St Albans, Hertfordshire. To coincide with our growth, we are expanding the customer support department which now operates across extended hours seven days per week (including evenings, weekends and bank holidays), assisting with queries, bet placements and the setup of new accounts.

This role will come with training across our products and services and successful candidates will have a pre-existing passion for sports and a detailed awareness of the major current sporting events. It is beneficial to have a good understanding of the mechanics of sports spread betting and fixed odds betting in addition to a basic understanding of the workings of the financial markets, although this is not a requirement.

Offering a competitive salary of up to £27,000 / annum depending on experience plus our company benefits and yearly bonus. Once trained this role will operate based on a hybrid model, with three days being based in the office and two days working from home.

WHAT YOU WILL BE DOING

As a Customer Service Advisor, you will be supporting both functions of the business with the ability to scale up to provide support for business growth. The primary responsibility of this role will be responding to all incoming client queries through livechat or telephone in a timely and professional manner. To be successful in this role, you will need to develop proficient product knowledge with an understanding of pricing and business rules, taking full ownership of queries and see them through to resolution. This will include answering (within set service levels) inbound generated calls from Spreadex clients following internal processes. You will help create automation/self-service help tools for clients to speed up the customer service process and future proof the business. This role will also be a key part of the improvement of our products and services, by reporting direct feedback obtained during client interactions. Finally, you will be expected to support with new account openings during evenings and weekends.

ABOUT YOU

• Experience working in Customer Service with a focus on being timely and responsive in your approach
• Able to apply understanding and empathy whilst being pro-active when dealing with queries
• Accepting of feedback and suggestions to ensure continuous improvement in our services
• Good sporting interest and current knowledge across a range of major sports and events
• Good understanding of sports betting markets including fixed odds and spread betting with financial market knowledge / interest being desirable
• Good numeracy and literacy skills with strong commercial and financial awareness
• High level of speed and accuracy when typing
• Available to work evenings and weekends to cover live sporting events – this team operates 7 days per week including bank holidays
• Able to work remotely as part of a hybrid model, where three days will be in the office and two working from home
• Flexibility for a part time position, but this should cover our busiest times (weekends)

BENEFITS

• Competitive salary and bonus scheme
• Hybrid working
• 25 days holiday, rising to 30 after 2 years
• Enhanced parental leave
• Contributory pension scheme
• Private medical insurance scheme
• Discounts for gym membership, travel & cinema
• Sabbatical after 10 years of service