Customer Experience Advisor

Customer Experience Advisor

Salary: £24000

Start date: Induction - Monday 12th August (must also be available to attend a tech set up appointment Thurs 8th/Fri 8th Aug)

We’re looking for highly motivated Customer Experience Advisors to join the Customer Operations Team.

Everything we do, we do it for our customers. We’re always thinking of new ways to meet changing needs and provide even better and safer services. We are passionate about providing industry leading customer service across social media, chat, and email ensuring the customer is at the heart of everything we do.

What makes our Team stand out are our natural listening and analytical skills. We go above and beyond to hear, identify, and understand what every single one of our million customers are saying and doing, which means we’re able to provide some of the strongest customer support in the industry.

We invest in our people to give them the knowledge and skills to be the very best they can be from the word go.

What you'll do

Servicing customers via multiple channels including – Live Chat and Email

Ensuring that our customers are using our products safely and having conversations to ensure that they are utilising our Safer Gambling Tools and support.

Multi-skilled and capable of supporting general day-to-day queries that are related to the product, this could be bet queries including football, horseracing, boxing etc. or gaming queries regarding our Vegas, Casino, Poker and Bingo products.

Keeping up to date with new and existing promotions for both Bet and Gaming customers.

Administrative queries such as verifying customers, resetting passwords and payment queries.

Providing solutions to customer issues and offering an industry leading service

How you’ll do it

Passion for customer service essential, previous experience preferable.

Good time management skills are needed along with exceptional prioritisation skills.

Able to efficiently flex between multiple customer contacts while maintaining exceptional service.

Driven and confident about sharing your knowledge and ideas to support a “one team mentality” within your team and the wider Customer Operations Team

Demonstrate keen ownership of personal performance and development.

This is a full time, permanent role working 37.5 hours per week, 5 days out of 7. Must be fully flexible to work any time between 7am – 2am as shifts will cover these operating times and includes weekend working (50% weekend work over 8 week rotation)

Working all peak events (Cheltenham Festival, Aintree Grand National, EFL and Premiership start of season, World Cup/ Euros) is a requirement and no holidays can be granted. Christmas, Boxing Day and New Year are one of our busiest times of year. Shifts may include bank holidays.

We cannot approve any holidays during the training period (up to 9 weeks)

Training will be based in the office (Leeds) and therefore candidates need to be located within a commutable distance. If an advisor experiences technical issues whilst working from home, they will be expected to make their way to the office to get support and fulfil their shift from the office.

If you have any questions regarding this vacancy please email

What’s on offer

£/€1,000 learning fund

Free SkyQ Premium Package

Twice-yearly bonus (with part of it guaranteed!)

Pension contribution scheme

Private healthcare

Hybrid Working

Access to thousands of Udemy courses

Invest via the Company Sharesave Scheme

16 Hours paid volunteering each year.

About Sky Betting & Gaming

Our story began in 1999 and we’ve since grown to house a family of iconic brands including Sky Bet - the UK’s no.1 betting app, Sky Vegas - the UK’s no.1 online casino, as well as Sky Bingo, Sky Casino and Sky Poker.

We’re also home to popular free-to-play sports games Super 6, Sky Sports Fantasy Football, ITV7, and Sporting Life which provides winning insights for bettors.

Our Sky heritage means better is in our DNA and customers trust us to provide a premium and safer betting experience without compromising the thrill of sport and online gaming. And while our heads are innovating our products, our hearts are committed to protecting our customers and giving back to our communities.

We strive to offer customers better entertainment, safety, value and ease of use, and we continue to be ambitious because better has no end. In fact, better is just the beginning…

About Flutter UK & Ireland

We are Flutter UK & Ireland, part of the Global FTSE 100 Flutter Entertainment. Our division operates four of the most popular and trusted brands in the market: Sky Betting and Gaming, Tombola, Betfair and Paddy Power.

Together the Flutter UKI brands offer market leading entertainment to millions of customers every single week! Over the last couple of decades, they have all ridden the wave of digital betting with industry firsts like ‘cash-out’, ‘Request a Bet’, betting exchanges and free to play games like Soccer Saturday Super 6.

Working Here

Do you want to work somewhere extraordinary? From the people you spend your days with, to the ground-breaking projects, no two days will be the same.

Our 7,000+ colleagues come together to form an expert, supportive community across technology, product, commercial, data, infrastructure, marketing, and a myriad of subject areas.

And the Values that guide us? Here they are:

Customer First, Always Change The Game Win Together Free To Be Me

We’re proud of our 4 Values, they reflect what matters most to our people and will guide the decisions we make, represent what we believe in and support how we do things at Flutter UK & Ireland.

Find out more about how we co-created our Values with over 10,000+ insights from our people!

We’re working to be an inclusive employer, and we encourage people from all backgrounds, ways of thinking and working to apply. Everyone brings different perspectives and experiences; you don't have to meet all the requirements listed to apply for this role.

If you need any adjustments to make this role work for you let us know, and we’ll see how we can accommodate them.

JR117071