Premium Service Agent

Kick-start your career in the online gaming world and experience the very latest in technology and innovation.

Who we are

We’re part of Super Group, the NYSE-listed digital gaming company behind some of the world’s leading Sports and iGaming brands.

At Betway, we’re driven by our shared vision to become the global leader in the online sports betting and casino industry. Our people are forward-thinking team-players who thrive on a collective diversity of skills and backgrounds. Founded in 2006, our teams in Guernsey, London, Malta, Germany, Portugal and Spain and are constantly expanding and evolving.

Who we’re looking for

We’re on a thrilling journey of growth and innovation, and we need passionate, driven individuals to join us. At Betway, every day is action-packed, and we expect you to bring your A-game. In return, you’ll find a supportive environment where your skills can flourish and your career can soar.

Ready to become a game-changer? Supercharge your career with us and be part of something extraordinary.

Why we need you

We’re on a mission to create extraordinary experiences for our customers, and we believe that your unique skills, passion and superdrive will help us achieve our vision.

The role of the Premium Service Agent is to assist the Team Lead - Premium Service on shift in ensuring that priority service and administrative services are provided to our Premium Customers. As our Premium Service Agent, you will be responsible for maintaining and enhancing long term relationships with our nominated high-end players with an objective of extracting maximum value and retention. The candidate will be responsible for maintaining, developing and increasing Premium retention, activity rates, and revenue through exceptional service deliver with the aim of first contact resolution. This will be achieved through providing client support, proactive outbound calling, roadshows and eventing when required, collection and updating of player information and acquisition of new Premium customers. The candidate will need to possess strong client relationship skills. They will also be technically minded and be familiar with CRM best practices. An inquiring mind is needed in order to be able to creatively solve challenges and propose new and fresh alternatives to existing processes.

This will help us excel and to stay ahead of the game.

What you’ll be doing

As part of your role, your responsibilities will include:

• Dedicated and prioritised Contact Centre service to all Premium Customers queries coming into any of the Contact Centre Channels

• Manage all HVC CRM Work item queries as well as Work Items received from other departments where required and ensure feedback is provided to all involved parties

• Act as the end-to-end feedback loop to customers on any CRM Work Items where feedback is required

• Assist Team Leaders with any ad-hoc teams’ escalations and assistance they may require whilst on shift

• Make contact with low HVC CSAT ratings and turn the customer service experienced into a positive experience

• Make contact with Premium customers who abandoned in queue and assist with their queries accordingly

• Assist with any overflow service recovery tasks that the Team Lead - Premium Service may require help with

This job description is not intended to be an exhaustive list of responsibilities. You may be required to complete other reasonable duties in order to achieve business objectives.

Essential skills you’ll bring to the table

The necessary skills that we require for this role include:

• A degree (BCom or equivalent) is essential.

• Strong verbal and written communication skills, with the ability to convey complex ideas clearly and effectively

• Expertise in managing multiple projects simultaneously, with a track record of delivering on time and within scope

• Exceptional attention to detail, ensuring high standards of quality in all outputs

• Ability to adapt quickly to changing environments and priorities, maintaining effectiveness in dynamic situation

• Ability to communicate across all levels

• Strong project management skills

• Numbers driven with strong analytical skills

• Excellent interpersonal and negotiation skills

• Must be deadline and target driven with good time management

• Ability to work under pressure and adapt well to change 

• Ability to understand and manage client expectations

• Team player who can work well under pressure

• Excellent computer literacy with high proficiency in excel

• Consistent high standard and quality of work

• Good time management skills and ability to effectively multi-task in a deadline-drive, high pressure environment

• Extremely detail oriented and well organized

• Excellent interpersonal and customer orientation skills

• Ability to clearly and effectively communicate

• Exceptional organisation skills, with the ability to manage multiple projects, prioritise effectively, and meet deadlines – all while doing so with strong attention to detail and focus on quality and excellence

• Betway Premium is a 24-hour operation therefore must be willing to work on a rotational shift basis and flexible to work overtime

• Must have own vehicle transport

Desirable skills you’ve got up your sleeve

It would be great if you also have some the following skills:

• In-depth knowledge of sports betting markets, including odds calculation, betting types and market trends

• Previous experience in the online gaming or casino industry, with a strong understanding of player behaviour and industry regulations

• Familiarity with gambling regulations and compliance requirements in various jurisdictions, ensuring adherence to legal standards

• Experience in developing and executing customer retention strategies

• Knowledge of sports betting markets, including odds calculation, betting types and market trends

• Computer literacy and proficiency in Microsoft Office Suite (Word, Excel, Project, PowerPoint)

• Ability to use pivot tables and work with an advanced statistical database and statistical methods and functions

• Team player with self-starting capabilities who can work in groups or alone to drive results

Our values are non-negotiables

Our culture is underpinned by core values that are linked to key behavioural competencies. Along with the below behavioural competencies, these are essential for all employees in order for you to embed in and drive our culture forward.

These competencies are:

• Adaptability

• Ownership and accountability

• Initiating action

• Resilience

• Team orientation

• Integrity

• Innovation

What you’ll get back

We offer a great variety of personal and professional benefits to help you thrive at Betway and Super Group. This includes:

• We’re dedicated to your supergrowth. Our comprehensive learning and development programmes give you a range of resources and opportunities to expand your skills and advance your career.

• Your hard work and achievements won’t go unnoticed. Our innovative Performance Tool ensures you receive regular, constructive feedback, helping you to continuously improve and reach your full potential.

• Our Employee Assistance programme offers a variety of benefits which you and your family can benefit from.

Be part of that Superclass feeling.

At Super Group, diversity is part of our DNA. With teams across 17 countries, 85 nationalities, and 30 languages, we take equal opportunities seriously, championing a supportive, inclusive and empowering environment wherever you are in the Group.

It’s all about putting your experience first and ensuring honesty and fairness in all we do.
Here, your growth is supported and your contributions valued.

Game on!

This position requires trust and honesty it has access to customers financial details - therefore a credit and criminal record check will be conducted. The qualifications identified herein are an inherent job requirement; therefore, a qualification verification check will be done. By applying for this role, and supplying the necessary details, you hereby grant us permission to apply for these checks. This will be done in a confidential manner, and solely for the purposes of verification.

Should you not hear from us within 2 weeks, please deem your application as unsuccessful.

The perfect place to work, play and grow!