Customer Support Advisor - Split Shift (iGaming)

Location: Hybrid role based in Stoke/Newcastle-under-Lyme, United Kingdom. Rotating five-week split-shift rota requires availability between 07:00 and 02:00, Monday–Sunday. Initial training runs Monday–Friday with staged schedules from 09:30–18:00, 12:00–20:30, and 14:00–22:30.

Company

An iGaming and lottery solutions operator working across digital gaming, lottery, iLottery, and sports betting markets.

What you will do

• Support players across digital platforms, territories, and brands through live chat and email.
• Handle occasional outbound calls to resolve complex enquiries.
• Complete LIVE KYC verifications according to the regulatory requirements of each territory.
• Investigate account, payment, betting, and general product queries and drive first-contact resolution.
• Manage escalations, market-specific products and promotions, tasks, and agreed KPIs.
• Collaborate with colleagues across departments and locations while contributing to a positive working environment.

Requirements

• Must be at least 18 years old.
• Experience handling live chat, email, and telephone enquiries.
• Exceptional verbal and written English communication skills.
• Ability to support players from different countries and cultures and adapt communication style.
• Strong investigation, problem-solving, prioritisation, and first-contact resolution skills.
• Availability to work rotating split shifts between 07:00 and 02:00, Monday–Sunday.

Culture & Benefits

• 25 days of annual leave plus bank holiday allowance.
• 35% hourly uplift for work between 23:30 and 02:00.
• Health insurance, wellness or gym allowance, and home office 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, and responsible gaming.