**Position Overview**:
**Key Responsibilities**:
- Support our customers by providing a great customer experience aligned to our values
- Provide proactive updates to customers where required, ensuring a great experience
- Work with your team to highlight any issues causing our customers unnecessary challenges
- Take ownership of the customers journey through their queries and seek to provide a seamless customer experience
- Contribute to your team and department performance through meeting your agreed weekly targets
- Department KPIs such FCR, CSAT and Average Response Times are to be kept top of mind at all times
- Actively support business change initiatives through a positive work ethic
- Always adopt a commercial mindset, seeking opportunities to convert customers and cross
- sell to other products at all touchpoints
- Liaise with internal teams (Risk Operations, Payments, Compliance, Marketing etc) to effectively resolve customer queries
- Escalate urgent and important issues through the appropriate channels and ensure there is a flawless feedback loop to the management team
- Suggest improvements to the customer journeys as appropriate
**Requirements**:
- Experience in a similar role, working for an online business in a customer service or payments capacity
- Experience within online gambling is a must
- Experience in a sales is a plus
- Expertise in identifying opportunities to upsell or cross-sell additional products or services
- Strong analytical skills, a problem-solving mind-set and great attention to detail
- Ability to understand and relate to the customer's feelings and perspectives.
and chat
- Skills in following up with customers to ensure satisfaction and maintain
relationships
- Commercial awareness and great team player
- Flexibility to work evenings and weekends if required
**Why Work With Us?**:
At Silverspin, we’re not just about work—we’re about passion, innovation, and community. Joining us means you’ll be part of a team that celebrates creativity, supports professional growth, and values every voice. We’re committed to making Silverspin a place where you’ll be excited to come to work every day (and maybe have a little fun along the way!). We offer:
- Competitive Salary & Benefits
- Growth & Development Opportunities
- Creative and Collaborative Environment
Silverspin is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.