Customer Service Agent

Start Date: Monday 19th January

Training Period: Office based training approx 5 Weeks (Unable to approve any holiday or availability restrictions during training period)

Upon application, you will receive a Hirevue Digital Assessment link via email - Please complete this asap to ensure you are included in the review for the next stage.

Interviews will begin week commencing 3rd November, we will contact if you are shortlisted.

Want to be part of a market-leading Customer Support Team in St. Julian’s, Malta?

If you answered yes, then we have the perfect opportunity for you. As a Customer Support Advisor, you’ll get the opportunity to work with a dynamic and forward-thinking team, supported by managers that will help your career growth.

The role will ensure you’re a pivotal part of our UK and Ireland Customer Service Team that helps manage player verification aspects of the customer experience. You will need to show quick learning ability and a high level of adaptability to different products and be able to adjust to varying communication channels (such as Live chat, email, etc.)

What you’ll do

• Respond promptly and effectively to incoming or outgoing communication to player contacts and exhibiting high levels of attention to detail.
• Ensure that customer accounts are validated correctly and as per regulations.
• Ensure that more complex customer issues are followed up and resolved in a timely manner.
• Proactively develop customer relationships by maintaining contact at an appropriate level.
• Escalate recurring customer issues to Team Leader/ SMEs and relevant internal department where applicable.
• Contribute to the ongoing development and improvement of the customer experience.

How you’ll do it:

• Excellent communication skills English – both written and verbal
• Customer service experience, ideally in a multi-channel contact centre environment dealing with high amounts of contacts.
• Experience of using Microsoft Word, Excel, and good general keyboard skills
• Show initiative, suggesting ways to improve the customer experience.
• Flexible approach to working in a dynamic and often hectic environment.
• High level of customer service orientation, with a proven ability to see problems through to their resolution.

Please note:- Candidates will be expected to work a shift rotation basis, covering the hours of 8am-3am and be fully flexible across a 7-day week.

We are also unable to approve any annual leave during the initial 5-week training period.

What’s in it for you:

• Flexible ways of working – home or office, it’s your choice!
• €1,000 learning fund
• Twice-yearly bonus (with part of it guaranteed!)
• Pension contribution scheme
• Private healthcare
• Access to thousands of Udemy courses
• Invest via the Company Sharesave Scheme
• 16 hours paid volunteering time per year

About Flutter

Flutter is the world’s leading online sports betting and iGaming operator, with a market leading position in the US and across the world. Our ambition is to leverage our significant scale and our challenger mindset to change our industry for the better.

By Changing the Game, we believe we can deliver long-term growth while promoting a positive, sustainable future for all our stakeholders. We are well-placed to do so through the distinctive, global advantages of the Flutter Edge, which gives our brands access to group-wide benefits to stay ahead of the competition, as well as our clear vision for sustainability through our Positive Impact Plan.

Flutter operates a diverse portfolio of leading online sports betting and iGaming brands including FanDuel, Sky Betting & Gaming, Sportsbet, PokerStars, Paddy Power, Sisal, tombola, Betfair, MaxBet, Junglee Games and Adjarabet.

About Flutter UK & Ireland

The UK & Ireland region of Flutter unites some of the biggest brands in the betting and gaming industry; Betfair, Paddy Power, PokerStars, Sky Betting & Gaming and tombola.

At Flutter UK & Ireland, we strive for the next level and drive innovation to set the pace as leaders, putting our customers first, always. We win together through team spirit and unparalleled dedication. When we’re free to be ourselves, we thrive and unleash our unique talents —creating a culture that empowers our people to change the game. We see opportunity everywhere and there is always more to discover...

We’re working to be an inclusive employer. 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.