VIP Customer Account Advisor

At bet365, we're one of the world's leading online gambling companies, revolutionising the industry since 2000. Founded by Denise Coates CBE, we now employ over 9,000 people and serve over 100 million customers in 27 languages. Our focus on In-Play betting has solidified our market-leading position, offering an unmatched experience across 96 sports and 700,000 streaming events. With over 750 concurrent sporting fixtures at peak and more live sports streamed than anyone else in Europe, we handle over 6 billion HTTP requests daily and process more than 2 million bets per hour at peak.

We empower our employees to push boundaries and explore new ideas, cultivating a culture that celebrates and rewards creativity. This offers employees a wealth of opportunities for growth, giving them the opportunity to make a real impact in the world of online gambling. As a forward-thinking company, we’re breaking new ground in software innovation too, redefining what’s possible for our customers worldwide.

As a VIP Customer Account Advisor, you will be the primary point of contact for bet365’s most valued customers, ensuring they receive exceptional service.

Your focus will be on building strong, long-term relationships with our customers, ensuring that every interaction is handled with the care and professionalism that defines bet365.

We are seeking a dedicated professional with a natural ability to build rapport and trust. As you will be the face of our VIP service, a high level of emotional intelligence, discretion, and a proactive approach to anticipating customer needs is essential.

We are looking for someone who understands that every interaction—whether via phone, email, or chat—is an opportunity to enhance the customer experience and strengthen our brand.

You will demonstrate a genuine passion for delivering a seamless, premium experience to our highest-value customers.

This role involves proactively identifying customer needs and tailoring your approach to ensure every interaction adds value and strengthens our relationship.

You must be enthusiastic, resilient, and committed to providing excellent, high-touch customer service at all times.

Full training will be provided. The position is full time, working any 5 days from 7, between the hours of 6:30am and 10:00pm, including holidays and weekends.

Starting at $25.14 per hour, with an increase to $25.68 post-training, our benefits package includes Company funded healthcare, a 401(k) with Company match, 33 paid days' off annually, bonus, on-site fitness facilities, and more.

• Attention to detail with the ability to analyse information and present in a clear and concise manner.
• A natural problem solver who enjoys assisting customers and sourcing the right resolution.
• Self-motivated and enthusiastic with the ability to work well in a busy, fast-paced environment.
• Excellent verbal and written communication skills.
• The ability to learn quickly and comfortable following processes and procedures to ensure accuracy.

• Delivering Premium Service: Building professional relationships with VIP customers, anticipating their unique needs, and tailoring your approach to provide a personalized experience.
• Managing Multi-Channel Contact: Handling queries via phone, live chat, email, and web message to the highest possible standard.
• Problem Solving & Resolution: Investigating and resolving gaming, payment, and account queries, using your initiative to provide effective, first-time resolutions.
• Compliance & Integrity: Maintaining a strong understanding of state licensing, fraud, and verification processes, and strictly adhering to our Responsible Gambling policies.
• System Navigation: Confidently navigating our back-office tools to extract information, author clear notes, and guide customers through our products and features.
• Collaborative Working: Working effectively with other departments to ensure a seamless experience for the customer, and escalating issues through the correct channels when necessary.

bet365 provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state, or local laws.