Retail Support Coordinator (Contract until Sept 2019)

Connections Recruitment
22 Apr 2019
01 May 2019
Contract Type
Full Time
Our client, a leading supplier of 24/7 betting services to retail and online operators on a global scale, is seeking a capable and confident candidate for the position of Retail Support Coordinator. This position is for is a Fixed Term Contract lasting until 30th September 2019. The Retail Support Coordinator works as part of the Support Desk team to provide a support service to our betting shop customers within the UK and worldwide.

Main Job Responsibilities:

- Answering inbound calls, performing diagnostics and where required scheduling an engineer service visit.

- Proactively managing incoming calls from external LBO (Licensed Betting Office) and non-LBO customers in a professional and courteous manner.

- Ensuring all calls are answered within agreed SLA.

- Performing thorough diagnostics with the customer over the phone and quickly identifying the fault and required remedy in line with customer agreements.

- Logging all service and diagnostic calls accurately on the database and ensuring all records are updated on a timely basis.

- Ensuring the database is maintained to a high level at all times with all calls being closed accurately and correctly with the required details recorded.

- For all service calls received, make a follow up call to ensure the fault has been resolved to the customer satisfaction.

- Ensuring any 2nd actions required are followed up and documented accordingly.

- Sourcing and instructing engineers for service calls.

- Assisting in producing departmental service review reports.

- Undertaking decoder authorisations and STB activations accurately.

- Assisting with reconciling decoder authorisations to customer billing.

- Managing customers to ensure they are fully aware of their responsibilities in respect of resolving service faults.

- Processing chargeable calls accurately and on a timely basis.

- Raising and processing purchase orders and keeping accurate records of costs.

- Managing department email inbox.

- Managing customer expectations and ensuring customers are kept fully updated throughout the life of the fault.

- Responding to customer enquiries and queries in a timely manner and escalate any matters arising to management where required.

Required Candidate Skills:

- At least two years’ experience of working within the betting industry.

- Demonstrable knowledge and understanding of the betting industry.

- Experience of being an active member of a cross functional operational team.

- Experience of dealing with high profile stakeholders across the business and within customer organisations.

- Proven track record of delivering improved customer service through influencing people and teams.

- Ability to utilize the Microsoft Office Suite (Word, Excel, Visio and PowerPoint.)

- Committed to continuous improvement, actively seeking out ways to improve.

- A keen eye for detail as accuracy and quality in respect of administration and reporting is key to this role

- Outstanding time management and organizational skills. Meeting deadlines and ability to manage multiple tasks simultaneously

- Confident communicator – both written and verbal – with good listening skills

Salary: £22,500

Location: Media City, Salford

Hours: 40 hours Mon – Fri Between 9am – 6pm


To apply: Forward your CV following the apply link in either Word or PDF format

Please Note: due to the volume of applications being received we can only respond to those offering the relevant experience as outlined in the advert.

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