{"id":4020540,"url":"https://alion.io/job/livescore-group-senior-customer-support-advisor","title":"Senior Customer Support Advisor","company":{"id":678947,"name":"LiveScore Group","domain":"livescore9.com","url":"https://alion.io/company/livescore9","size_band":"501-1000","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Greenhouse","truth_index":null},"role":"Customer Success","role_family":"Customer Success","seniority":"senior","employment_type":null,"work_mode":"hybrid","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Stoke-on-Trent, United Kingdom"],"countries":["GB"],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":null,"experience_years_min":null,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[],"status":"live","first_seen_at":"2026-11-10T14:02:18Z","employer_posted_date":"2026-11-10","last_verified_at":"2026-11-10T14:54:22Z","board_verified":true,"closed_at":null,"days_open":0,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":0},"description":"Location: Stoke-on-Trent ST1\nTraining Period: Will be conducted Monday to Friday, 9am to 6pm for the first four weeks\n Working hours: 40 hours per week, 5 days out of any 7 (8 hours a day, between 7:50am - 2am)\nRemuneration Package\nUp to 20% annual company bonus and unsociable hours allowance, when applicable\n Office-based for the first 4 months (probation and training period) - this will allow you to get to know the team, soak up crucial knowledge and benefit from face to face support whilst learning the role!\n Hybrid working (2 days in the office) available after successful completion of probation period\nThe Role\nProviding the best in class service to our players needs lots of work. Your energy and passion will be put to good use, and the more you give, the more you’ll get in return.\nLiveScore Group is home to LiveScore, LiveScore Bet and Virgin Bet, three of the most exciting brands in the sports and gaming industries today. We are passionate and excited about what we do in the Sports Media, Gaming and Betting sector and are proud of the high ratings we have achieved. We live our values, aiming to enhance and increase the enjoyment of sport through innovative products and immersive experiences. Trust is important in how we work, ensuring we are a collaborative unit who holds each other accountable. Relentlessly ambitious in everything we do, we embrace change and understand that failure is part of success.\nWe use our platform for positive social change and work to build a company our employees are proud to work for. We have a long-term commitment to diversity and inclusion. Our I.D.E.A (Inclusion, Diversity, Equality, Awareness) Forum is critical to our business and is embedded in our organisational structure to support a sense of belonging for everyone and to create a culture that allows all employees to thrive.\nWe know a job description can often deter an applicant who does not believe they match 100% of our requirements. If you are interested in this position and have relevant experience, then we would still love to hear from you.\nKey Responsibilities\n Act as a first point of contact for our players providing them with a resolution to their sporting or gaming query. Sports betting happens quickly; in this role we will expect you to think fast and react even faster.\nTry to resolve everything, first time, every time. With complex issues, you should ascertain urgency and follow the appropriate next steps in line with the department guidelines, escalating issues to the right department or Service Lead where appropriate.\nTime is of the essence. You’d need to manage all tasks in an efficient and timely manner. If you follow the escalation procedure, keep track and see it through resolution, too.\nNumbers are important. We need tip-top mathematicians to provide our players with transactional advice on banking, deposits, withdrawals, pricing and calculation of bet settlements.\nThe art of conversation. You’d need to communicate effectively and efficiently with players, colleagues, Service Leads and the Management Team to ensure delivery of business objectives.\nHit the spot. Our department KPIs need to be met (or exceeded) and so we ask that you’re fast, efficient and that you get it right first time to thrill our players and reduce duplicate contacts.\nKnowledge is power - Keep on top of sports, as well as our other products and tools, to ensure you’re keeping up with our players, and with the business and department’s strategy.\nCollaborate with other departments, take part in projects, and attend meetings at other locations as required.\nHave fun, making fun - Contribute to, and promote, a positive working environment.\nBecome a constant, positive role model and drive to inspire others to have fun whilst working.\nBe proactive and demonstrate Real Time Resource Management awareness maintaining service levels and efficiencies.\nDeflect Operator Complaints by handling 2nd line escalations and finding positive solutions.\nHave a flexible attitude towards shift patterns.\nSkills, Knowledge and Experience\nA key understanding of the business and department OKRs with a determination to achieve and exceed targets.\nA technical problem solver with a focus on helping develop internal functions.\nAn ability to bring outstanding issues to a resolution, building key relationships across the business.\nLiaise with key stakeholders raising critical issues and reduce the customer propensity to contact.\nTo escalate and help guide company decisions through sharing voice of the player feedback.\nA problem solver whilst showing commercial awareness for each player.\nAn expert in the group marketing initiatives and internal functions and processes.\nTo be able to resolve complex queries and show a commitment in helping guide the CS Advisor group. \nMaintain & exceed the internal QA score going above and beyond for each customer contact.\nAn expert in handling multiple Live Chat, email & social media\nOutstanding customer handling skills, as well as oral and written communication skills\nAn investigative approach whilst fact-finding to guarantee first contact resolution\nExcellent PC skills, who is an expert with Excel and the web.\nFast and accurate typing skills\nSports knowledge & a passion for sports is essential\nWhat can we offer? \nCompany Performance bonus\nHybrid working for all staff with flexible working opportunities\nPrivate Healthcare scheme + Employee Enhanced Assistance\nEnhanced Family Leave - Maternity, Shared Parental & Adoption Leave: up to 6 months at full pay and 6 months at half pay. Paternity leave: up to 4 weeks at full pay\nSubsidised gym membership\nLife Assurance (x3 salary)\nContributory Pension Plan\nDaily snacks, quality coffee, soft drinks and regular socials","description_format":"text","description_chars":5745,"description_truncated":false,"requirements":{"experience_years_min":null,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":null,"security_clearance":false,"languages":[]},"benefits":["Flexible schedule","Gym membership","Hybrid work","Parental leave"],"hiring_locations":[{"name":"United Kingdom","iso":"GB","kind":"country"}],"hiring_excludes":[],"relocation_offered":false,"industries":["Sports Betting","Sports Media"],"lifecycle":[{"event":"open","at":"2026-11-10T14:54:22Z"}],"visa":[],"liveness":{"score":86,"band":"hot","label":"Hiring now","p_open":1,"p_active":0.86,"p_room":1,"age_days":0,"expected_fill_days":31,"reasons":["conf:2","win:early"],"computed_at":"2026-11-10T17:11:04Z"},"pay":null,"html_url":"https://alion.io/job/livescore-group-senior-customer-support-advisor","json_url":"https://alion.io/job/livescore-group-senior-customer-support-advisor.json","meta":{"generated_at":"2026-11-10T17:11:04Z","cache_seconds":300,"methodology":"https://alion.io/methodology","terms":"https://alion.io/terms","contact":"https://alion.io/contact","api":"https://alion.io/developers","about":"Alion is a live layer of people, companies and AI agents: who they are, whether they are real and active right now, what they do and how to work with them, readable by people and by agents and paid per call.","catalog":"https://alion.io/catalog.json","usage":{"tier":"crawler_verified","counted_by":"address","units_charged":1,"used_today":5592,"day_limit":null,"remaining_today":null,"minute_limit":300,"resets_at":"2026-11-11T00:00:00Z"}},"offers":[{"id":"company.slices","title":"One company in depth, by slice","status":"live","price":{"credits":0.1,"usd":0.01,"plus_per_slice":{"credits":0.05,"usd":0.005}},"unit":"per company, plus each slice with data","note":"the employer in depth","call":{"mcp_tool":"get_company","arguments":{"id":678947},"rest":"https://alion.io/mcp/rest/get_company?id=678947"},"human":"https://alion.io/catalog?offer=company.slices&for=job%2Flivescore-group-senior-customer-support-advisor"},{"id":"market.stats","title":"A market slice: pay, demand and time to fill","status":"live","price":{"credits":2,"usd":0.2},"unit":"per slice","note":"pay, demand and time to fill for this role and place","call":{"mcp_tool":"market_stats"},"human":"https://alion.io/catalog?offer=market.stats&for=job%2Flivescore-group-senior-customer-support-advisor"},{"id":"job.search","title":"Open jobs by role, technology, place, pay and visa","status":"live","price":{"credits":0.1,"usd":0.01},"unit":"per posting in a list","note":"similar open postings","call":{"mcp_tool":"search_jobs"},"human":"https://alion.io/catalog?offer=job.search&for=job%2Flivescore-group-senior-customer-support-advisor"},{"id":"company.verify","title":"Is this company real and active right now","status":"pilot","price":null,"unit":"per company","request":{"url":"https://alion.io/catalog/request","method":"POST","body":"{\"offer\": \"company.verify\", \"for\": \"job/livescore-group-senior-customer-support-advisor\", \"note\": \"what you need it for\"}"},"human":"https://alion.io/catalog?offer=company.verify&for=job%2Flivescore-group-senior-customer-support-advisor"}],"agent":{"mcp":"https://alion.io/mcp/jobs","mcp_open":"https://alion.io/mcp/open","next":[{"tool":"get_job","arguments":{"id":4020540}},{"tool":"search_jobs","arguments":{"company":"livescore9.com","detail":"compact"}},{"tool":"match_people","arguments":{"job_id":4020540},"note":"people open to offers who fit this vacancy"}],"note":"The same data through MCP tools: https://alion.io/mcp/open needs no sign-in (compact searches, postings, people); https://alion.io/mcp with an Alion account has everything. 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