Customer Support Advisor
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ABOUT US
Spreadex has been a trusted name in sports and financial spread betting for over 25 years. Since expanding into fixed odds betting in 2010 and CFD trading in 2017, we remain the only global operator to offer all these services under a single brand.
Following a quarter-century of sustained profitability, we’re entering an exciting new phase of growth across both our sports and financial divisions. This ambitious expansion is backed by a significant increase in our marketing investment and the recent acquisition of Sporting Index.
This role offers a unique opportunity to join a dynamic and growing team at our vibrant St Albans office, just outside London. The position offers a hybrid working model, combining both office-based and remote work.
Our office is based in St Albans, Hertfordshire with a fast and simple commute from London and the surrounding area:
20 minutes from London St Pancras/Kings Cross by direct train
Regular services also run from Farringdon, City Thameslink, and Blackfriars
Easy access from the M1, A1(M), and M25
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 £30,000 / 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 main responsibilities are:
Responding to all incoming client queries through live chat or telephone in a timely and professional manner.
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.
You will be expected to support with new account openings during evenings and weekends.
ABOUT YOU
Customer-focused attitude with strong attention to detail and a commitment to delivering industry-leading service.
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