Customer Service Advisor

Gaming :

Welcome to the world of land-based gaming. At Light & Wonder, it’s all about the games, and our Gaming team builds cutting-edge technology, products, and content for the most iconic casinos and operators across the globe.

Position Summary

We are looking for advisors to come and join our Customer Service team based at our Chadderton site. You will act as the first point of contact for fault reporting and fault resolution to restore service as quickly as possible. Overall responsibilities and accountability include answering service calls, logging faults onto the database in a timely manner and communicating any problems to senior team members. This role also involves effective customer complaint escalation and ensuring the customer is communicated to within specified time frames with progress updates.

Key Responsibilities :

Working as part of a Customer Service team, answering our business clients` calls and logging them onto the Astea Call Management System

Taking responsibility for all first line calls assigned, and following them through to resolution

Maintaining our clients’ SLA agreements with customers

Liaising with other members of the team and communicating issues and escalations to senior team members

Making outgoing courtesy calls regarding any new software updates and installations etc., as and when required

Liaising with I.T. and other departments when necessary, to resolve customer queries

Presenting yourself in a professional manner and maintaining good relationships with clients and other staff members at all times

Providing and responding to internal and external requests in a professional manner demonstrating exceptional customer service in alignment with KPIs and SLAs

Complying and adhering to set processes and procedures

Effectively liaising with internal and external teams and troubleshooting with a solution orientated focus

Light & Wonder is a developing environment and the post holder will therefore be expected to undertake other appropriate duties as required

Respecting and adhering to confidentiality in all areas relating to Light & Wonder and employees

Adhering to health and safety requirements to maintain a safe and clean working environment

Qualifications

Essential :

Demonstrated knowledge of support processes and practices

Strong written and verbal communication skills combined with call logging experience

Computer literacy ideally proficient using Microsoft Office

Ability to work on own initiative with minimal supervision

Previous experience of telephone based customer service would be advantageous

Ability to understand and communicate technical issues to non-technical clients

An active interest in fault finding, diagnosing issues and finding solutions

Reliable, positive and professional can-do attitude

Ability to work in a fast paced, matrixed, multi-cultural and changing environment

Ability to work under pressure taking full responsibility to meet deadlines

Accountable for ensuring accuracy and quality of work

To interact well and respect people from all disciplines to accomplish a task or goal

Desirable :

Using Test Management tools

Knowledge of test automation and automation tools

Knowledge of JIRA and Test Rail

Understanding and awareness of UK compliance and gaming commission legislation

What we can offer?

20.5 days holidays excluding bank holidays

Shift Pattern : 4 days on and 4 days off covering 7 days a week.

1 day paid leave to work on charitable projects

1 day paid for celebration of your choice

Half Day for Health (encouraging you to take time away for you and your wellbeing)

8% employer pension contributions

A reward platform offering a cycle to work scheme and shopping and lifestyle discounts / cashback

Employee Assistance Programme (EAP)