Customer Support Advisor - Late Shift (iGaming)

Location: Hybrid in Newcastle-under-Lyme, United Kingdom. Fixed 5-on, 3-off shifts from 17:30 to 03:00, Monday to Sunday. Initial training is Monday to Friday: Weeks 1–2, 09:30–18:00; Week 3, 12:00–20:30; Week 4, 14:00–22:30.

Company

Online gaming, lottery, iLottery, and sports betting operator working across regulated digital markets.

What you will do

• Support players across digital platforms, territories, and brands through live chat and email, with occasional outbound calls.
• Use real-time translation tools to manage concurrent multilingual interactions.
• Complete LIVE KYC verifications according to the regulatory requirements of each territory.
• Investigate issues, manage escalations through resolution, and prioritise first-contact resolution.
• Maintain knowledge of products, promotions, tools, and market-specific differences while meeting agreed KPIs.
• Collaborate with colleagues across departments and locations on projects and relevant meetings.

Requirements

• Must be at least 18 years old.
• Experience handling live chat, email, and telephone queries.
• Exceptional written and verbal English communication skills.
• Ability to support players from different countries and cultures and adapt communication accordingly.
• Strong investigation, problem-solving, prioritisation, and first-contact resolution skills.
• Ability to work under pressure and move between markets without losing focus.

Culture & Benefits

• 25 days of annual leave plus bank holiday allowance.
• 35% hourly uplift for hours worked between 23:30 and 02:00.
• Health insurance, home office allowance, and wellness or gym allowance.
• Volunteering days and annual summer and Christmas parties.
• Flexi-block policy allowing work abroad for up to four weeks per year.
• Culture focused on collaboration, curiosity, adaptability, inclusion, fair play, and accountability.