Customer Service Advisor

Customer Service Advisor
Department / Function: Operations ~ Helpdesk
Location: Feltham
Hours: 37.5 pw: Covers a 7 day shift pattern (works on a rotation basis, working 5 days out of 7, covering 8 hour shifts between 7.30am and 10.30pm)
Salary: £26,000 per yearplus bonus and benefits

An exciting opportunity has arisen for a Customer Service Advisor with strong experience in customer support and technical troubleshooting, to join the team in our Feltham office.

You will act as the first point of contact to customers calling in to our service desk to report issues or faults with SG Gaming products. Our CSAs are responsible for either logging and resolving the issue, or escalating if necessary. Our customers are gaming businesses, consisting of licenced betting offices, bingo arcade halls and anywhere SG Gaming terminals are open to use from the general public.

Overall responsibilities and accountabilities include answering service calls, logging faults onto the database in a timely manner and communicating any problems to senior team members. This role also involves effective customer complaint escalation and ensuring the customer is communicated to within specified timeframes with progress updates.

Your key tasks and responsibilities will be:

• To work as part of a Customer Service Team answering customer calls and logging onto the database.
• Take responsibility for all 1st line calls and chase through to resolution.
• Liaising with other CSAs and communicating any problems to the Customer Service Leaders or Controllers / Helpdesk Manager.
• Issuing Daily and Weekly reports as and when required within the team
The ideal candidate will have:
• Previous experience of telephone based customer service.
• Strong written and verbal communication skills combined with call logging experience.
• Ability to understand and communicate technical issues to non-technical clients.
• An active interest in fault finding, diagnosing issues and finding solutions.
• Computer literacy; ideally proficient using Microsoft Office
• Knowledge and experience working in the gaming industry combined with having a strong commercial awareness of SG Gaming and competitors is advantageous.

If you have a passion for customer service and technology, and you enjoy working in a business to business helpdesk environment, please apply today.

SG Gaming is a thriving UK enterprise that offers exciting career prospects in all areas of our business. As an innovator in the UK gaming sector, we provide an exciting place to work in a variety of areas. SG Gaming is a wholly owned subsidiary of Scientific Games Corporation, a Nasdaq-listed company which employs over 5,500 people in more than 50 countries on six continents. We pride ourselves on developing and training our staff to stay at the forefront of the industry.

We are looking for talented people who are flexible, imaginative and passionate, ready to contribute and commit to the continuing success of SG Gaming.

Scientific Games Corporation and its affiliates (collectively, “SG”) are engaged in highly regulated gaming and lottery businesses. As a result, certain SG employees may, among other things, be required to obtain a gaming or other license(s), undergo background investigations or security checks, or meet certain standards dictated by law, regulation or contracts. In order to ensure SG complies with its regulatory and contractual commitments, as a condition to hiring and continuing to employ its employees, SG requires all of its employees to meet those requirements that are necessary to fulfill their individual roles. As a prerequisite to employment with SG (to the extent permitted by law), you may be asked to consent to SG conducting a due diligence/background investigation on you.

This job description should not be interpreted as all-inclusive; it is intended to identify major responsibilities and requirements of the job. The employee in this position may be requested to perform other job-related tasks and responsibilities than those stated above.

Please note that when applying for this position with SG, your personal data will be collected and processed according to the Scientific Games Corporation Employee Data Privacy Policy.

Please send us your details via ‘Apply’ (be sure to include a valid email address) and you will be emailed a link to.