Customer Operations Agent

Location: Sheffield Function: Gaming
Date posted: 06-01-21 Closing date: 25-01-2021

GentingBet, Genting Casinos’ interactive gaming business, has a fantastic new opening for a Customer Operations Agent to join their UK team.


The role is based in or around the Sheffield area and the successful applicant must have a flexible attitude to work location. The role is home-based but with the possibility of becoming office-based in the future. There will also be the requirement to attend occasional meetings and training sessions nearby in Sheffield. The position is full time and will involve shift work due to the nature of our business operating 24/7.


Collaboration and communication with multiple stakeholders across different countries will also be essential as part of this role.


Key Responsibilities include:


  • Answering and resolving inbound customer queries (primarily via live chat and email, but also occasional phone calls) – in line with KPI targets
  • Ensuring that all queries are dealt with in a professional and timely manner, keeping clear and accurate records of all interactions
  • Contacting customers to conduct Safer Gambling interactions
  • Processing ID documents and completing security checks
  • Handling real-time Fraud and Safer Gambling alerts
  • Completing security checks and auditing / approving pending withdrawal requests
  • Supporting internal departments with ad hoc requests
  • Ensuring high compliance to AML and Social Responsibility policies
  • Model GentingBet’s core values and behaviours, leading by example

Personal Skills & Experience Required:

  • Positive and proactive attitude
  • Good empathy and listening skills in dealing with customers
  • Excellent written and verbal communication skills
  • Strong believer in the value of outstanding customer service and the benefits this can bring to the company
  • Proven track record of providing exceptional Customer Service
  • Advanced keyboard skills and good multi-tasker
  • Flexible attitude to work and work location
  • Able to maintain a high level of confidentiality and professionalism
  • Proactive and skilled at prioritising and managing own workload, works well under pressure
  • Excellent eye for detail and strong analytical skills
  • Proficient in Microsoft Office – Word, Excel & Outlook
  • Gambling / gaming industry knowledge
  • Previous experience of assessing risk and dealing with Safer Gambling desirable


This position is a full-time, 40 hours per week role but job share / part-time applicants may be considered.

We offer a highly competitive salary and benefits package!


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