Customer Support Advisor (Fixed Term)
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About us
At Podium, we power the sports betting industry with world-class data solutions, delivering accurate, real-time insights that drive performance for bookmakers, media companies, and racing stakeholders. As part of PA Media Group, we’re trusted by the industry’s biggest players to provide cutting-edge data solutions that enhance betting platforms and optimise decision-making.
Our Racing Data team plays a vital role in supporting betting and media services by delivering accurate, real-time racing data. Working at the heart of live racing operations, the team ensures customers receive timely, reliable information across horse racing and greyhound events.
Our values - Collaboration, Integrity, Innovation and Ambition - guide how we work together and support each other every day.
About the role
We’re looking for a Racing Customer Support Advisor to join our Podium team.
This is a fast-paced operational support role where you’ll help support live racing and sports services, responding to customer queries and helping ensure our systems and services run smoothly.
You’ll work closely with customers, suppliers and colleagues to provide clear updates, log and manage incidents, monitor live systems and escalate issues when needed. You’ll also help investigate problems, support service stability and contribute to maintaining high levels of customer support.
This role would suit someone who enjoys problem-solving, communicating with people and working in a live operational environment where priorities can change quickly.
You’ll be supported by Senior Advisors and Team Leaders while developing your knowledge of our services, systems and customers.
What you’ll be doing
• Responding professionally to customer queries, incidents and service requests
• Logging incidents and updates accurately within internal systems
• Monitoring live racing and sports systems and escalating issues where required
• Supporting the investigation and resolution of customer issues
• Communicating clearly with customers, suppliers and internal teams
• Following operational processes and procedures while managing customer expectations
• Supporting knowledge sharing across the team and contributing to the customer support knowledge base
• Assisting with operational readiness activities, including learning new services and processes
• Building an understanding of suppliers and how they support Podium services
• Working within a 24/7 operational support environment
What we’re looking for
We’re looking for someone who is calm under pressure, customer-focused and enjoys working as part of a team in a live operational environment.
You’ll likely bring:
• Strong communication skills, both written and verbal
• The ability to prioritise tasks and manage multiple activities at once
• A professional and customer-focused approach
• Strong attention to detail and accuracy
• A proactive mindset and willingness to learn
• Good problem-solving and analytical skills
• The ability to adapt to changing priorities and operational demands
• Effective listening skills and confidence communicating with different audiences
It would be a bonus if you have:
• Experience in a customer support, operations or service desk environment
• Experience working with live systems, sports, racing or data services
• Experience logging and managing incidents or customer queries
• Knowledge of racing, betting or live sports operations
Why join us
This is an opportunity to be part of a collaborative and supportive team within PA Media Group, and work in a fast-paced live operational environment where no two days are the same as well as develop your operational, customer support and problem-solving skills. You will have exposure to live racing and sports services used by leading customers across the industry and learn from experienced colleagues and develop your knowledge of operational support and live services.
What we offer – built around you.
Time to Recharge
• 25 days’ holiday plus public holidays
• The option to purchase additional holiday
• A dedicated Wellbeing Day each year (An additional 8 hours’ leave)
• 8 hours of paid volunteering time annually
Health & Wellbeing Support
• 24/7 confidential Employee Assistance Programme
• Health Care Cash Plan
• 24/7 GP access via Health Hero
• Annual eyecare vouchers with Specsavers
• Wellhub fitness and wellbeing access to 50,000+ facilities worldwide
• Life assurance (up to 4x salary)
Financial & Lifestyle Benefits
• Company pension scheme (minimum 8% total contribution)
• Cycle to Work scheme (up to £3,500 loan)
• Enhanced family leave policies
Recognition & Development
• Stronger Together Awards recognition programme
• Long Service awards with additional leave
• Staff referral rewards
• Learning & Development programmes
• Training Sponsorship Award (up to £500 per quarter)
• Career Insights Scheme for cross-business experience