Customer Support Advisor - Split Shift

About us Bally’s Intralot is a newly formed company established through the combination of Intralot and Bally’s International Interactive, positioning the group as a top iGaming operator and a leading global provider of lottery solutions.   Bally’s Intralot is uniquely positioned across digital online gaming markets, lottery, iLottery, and sports betting.

Operating at the intersection of technology, regulation, and entertainment. We are optimally positioned to capitalise on strong global growth trends driven by digital adoption and regulatory expansion across lottery and iGaming markets. Well, what about the team?   Our Customer Support Advisors play a pivotal role in ensuring our players receive a world-class experience at every turn.

Our fun and fast-paced contact centre supports players across the UK, Ireland, Europe and a growing number of international markets, so the enquiries reaching you are as varied as the people behind them: payments and verification, betting questions, general account queries. No two conversations will ever be the same!   In the role of Customer Support Advisor, you will leverage exceptional communication skills and a high-energy approach to engage with players via email and live chat, across multiple territories and brands.

You will move between markets throughout your shift, using real-time translation tools to support players in their own language. You do not need to speak a second language yourself, strong written English and the judgement to adapt your tone to different audiences matter far more. Occasional outbound calls may be required to resolve complex inquiries.   A core responsibility involves managing the LIVE KYC (Know Your Customer) process, where you will facilitate efficient player verification to ensure a seamless onboarding experience and prioritise first-contact resolution.

Because verification requirements differ from one territory to the next, you will build a working knowledge of what each market expects and apply the right process first time. We are seeking a proactive problem-solver dedicated to service excellence who brings an authentic personality to every interaction, embodying our commitment to a fun and engaging workplace.   Working hours follow a rotating 5-week rota with split shifts, two working periods per day with a break off duty in between.

We are looking for candidates that are available to work between 07:00 and 02:00 Monday-Sunday. The full rota is shared with candidates before phone interview stage. Please note that the initial training period will run Monday-Friday, and will follow the schedule below: Weeks 1–2: 09:30–18:00 Week 3: 12:00–20:30 Week 4: 14:00–22:30   So, what will you be doing?

    Serving as the primary point of contact for players across our digital platforms and territories, leveraging real-time translation tools to effectively manage concurrent multilingual interactions. Communicating effectively and efficiently with our players via live chat and email, with occasional outbound calls to players when required. Switching between markets and brands as demand shifts through the day, holding the same standard of service in each one.

Completing LIVE KYC verifications in line with the regulatory requirements of the territory the player is in. Keeping on top of products, promotional offerings and tools, including how these differ from market to market. Taking ownership and following escalations through to resolution. Managing tasks efficiently and on time while working to meet and exceed agreed KPIs. Collaborating with colleagues across all departments and locations on projects and attending relevant meetings as required.

Striving to resolve everything, first time, every time. Contributing to, and promoting, a positive working environment. Becoming a role model and inspiring others.   And what will you need?      To meet legal obli