Location: Stoke-on-Trent ST1

Remuneration Package

• £13,348
• Up to 20% annual company bonus
• 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!
• Hybrid working available after successful completion of probation period

The role will be working 5 evenings per week (4 hour shifts, between 5pm and 12pm Mon-Sun).
Training for this role will be for 4 weeks on a full-time basis. An alternative weekday evenings and weekends (34hrs per week) course can be accommodated, if necessary.

The Role

At the beating heart of LiveScore Group, we are looking for motivated, positive, and personable Customer Support Advisors to help guide and assist our customers within our Award-Winning Support team.

This is a fantastic opportunity for a Customer Support Advisor to join what is fast becoming a leading operator in the UK. Sports and betting knowledge isn’t essential when applying as you will be provided with the relevant training and support. If sport is your passion, we’ve got you covered with Sports on in the background 24/7. This role would be well suited to a person who is enthusiastic, empathetic, and resilient. LiveScore Group prides itself as an organisation who ensures that the customers experience is positive and memorable, and as the first point of contact for our customers the successful candidate will be responsible for delivering a high-quality service.

A busy sporting calendar will mean that you will need to be flexible with your working hours, including evenings & weekends, but you will be rewarded!

At LiveScore Group, we’re the proud home of three of the most exciting brands in the sports and gaming world: LiveScore, LiveScore Bet and Virgin Bet. A fully owned and operated ecosystem that converges the two worlds of sports media and sports betting. We’re proud of the high ratings for our commitment to excellence and fueling fan’s passion for sport driving us to the top.

We don’t just lead; we innovate. Our cutting-edge products and immersive experiences set the standard, but it’s our people who truly make the difference. Every day, our team embody our values: adaptability, teamwork, a fan-driven approach, and an ever-curious mindset that fuels our ambition.

As we scale and continue to create a culture that allows all employees to thrive, we know we need the most talented people with diverse backgrounds, perspectives and skills. If you’re good at what you do, come and join us. The more inclusive we are, the more amazing experiences we can create for our users.

We know that job descriptions can sometimes seem daunting and you might not feel you tick every box. But, if you’re passionate about the role and have relevant experience, we want to hear from you!

Key Responsibilities

• Respond professionally to a range of inbound Live Chat, Email & Phone queries across our multiple labels.
• Demonstrate the ability to deliver an excellent customer experience, whilst ensuring compliance and efficiency standards are met.
• Communicate in a prompt, thoughtful and clear manner.
• The ability to multi-task between customer contacts.
• Listen, probe, and investigate enquiries to determine the underlying needs of the customer.
• Address any issues of conflict or complaint whilst displaying commercial awareness.
• Identify opportunities to upsell and cross-sell products and services to customers when appropriate.
• Stay up to date with company products, services, and policies to accurately answer customer questions.
• Collaborate with other departments to ensure customer satisfaction and retention.
• Classify customer contact, supporting the business in identifying process & product improvements.

Skills, Knowledge, and Experience

• Ability to speak and communicate fluently in English. 
• Excellent listening and interpersonal skills.
• Strong problem solving and critical thinking skills.
• Be IT literate with excellent written communication skills.
• Flexibility, drive, and an enthusiasm to succeed.

What can we offer? 

• Company Performance bonus
• Hybrid working for all staff with flexible working opportunities
• Private Healthcare scheme + Employee Enhanced Assistance
• Enhanced 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
• Subsidised gym membership
• Life Assurance (x3 salary)
• Contributory Pension Plan
• Daily snacks, quality coffee, soft drinks and regular socials

Stoke

Hybrid working: 2 days in the office per week

Working hours: 40 hours a week. Shifts range between 08:30 and 22:00 weekdays and 11:00 and 20:00 on weekends, subject to change. 

The Role

Sitting within the Player Engagement Team, you will be responsible for building and retaining key relationships with our Tier 2 customers, ensuring they are receiving the best service in the industry. This role involves regular communication with our customers and requires an innate skill to harness and nurture various personalities. 

At LiveScore Group, we’re the proud home of three of the most exciting brands in the sports and gaming world: LiveScore, LiveScore Bet and Virgin Bet. A fully owned and operated ecosystem that converges the two worlds of sports media and sports betting. We’re proud of the high ratings for our commitment to excellence and fueling fan’s passion for sport driving us to the top.

We don’t just lead; we innovate. Our cutting-edge products and immersive experiences set the standard, but it’s our people who truly make the difference. Every day, our team embody our values: adaptability, teamwork, a fan-driven approach, and an ever-curious mindset that fuels our ambition.

As we scale and continue to create a culture that allows all employees to thrive, we know we need the most talented people with diverse backgrounds, perspectives and skills. If you’re good at what you do, come and join us. The more inclusive we are, the more amazing experiences we can create for our users.

We know that job descriptions can sometimes seem daunting and you might not feel you tick every box. But, if you’re passionate about the role and have relevant experience, we want to hear from you!

Key Responsibilities

• Make intro calls to prospective managed customers, promoting the benefits of engaging with Virgin Bet and LiveScore Bet (UK and Ireland) and ensuring an understanding of their needs has been established
• Take ownership of queries and specific requests ensuring there is an effective and timely resolution or negotiation
• Be responsible for identifying prospective account managed customers and improving the customer experience at the start of their lifecycle
• Ensuring operations and personal licence commitments are carried out in accordance with legislative regulations such as, Responsible Gaming, Anti-Money Laundering and Data Protection. You will be expected to coordinate with our Compliance team on a regular basis to ensure we are being proactive where necessary
• Work closely with various departments across the business, including CRM, Design, Insights, Product Operations and our Trading Team
• Ensuring we are analysing future client development and opportunities
• Being analytically minded ensuring that we report and examine trends, driving company performance and growth where we can
• Be responsible for collating feedback and optimising the best way to collect and share this information, distributing to key stakeholders
• Work during key sporting events (weekends/late nights) as required, ensuring that there is the operational support planned in place to allow for fast reaction and offering 

Skills, Knowledge and Experience

• Proven understanding of sports market commercials
• Excellent communicator (both verbal, telephone and written)
• Capable of having difficult conversations
• Service and Marketing minded
• Pride in providing top level service
• Proven negotiation skills
• Self-motivated and a thirst to learn
• Excellent analytical skills along with Excel
• Strives to meet targets and deadlines
• Excellent organisational & planning skills
• Flexible working hours and acknowledges late nights/weekends are required 

What can we offer? 

• Company Performance bonus
• Hybrid working for all staff with flexible working opportunities
• Private Healthcare scheme + Employee Enhanced Assistance
• Enhanced 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
• Subsidised gym membership
• Life Assurance (x3 salary)
• Contributory Pension Plan
• Daily snacks, quality coffee, soft drinks and regular socials

Salary: £28,080
Working hours: 37.5 hours per week, shifts are between Monday - Sunday, 8am - 11pm. While weekend shifts appear in most weeks, the rota is structured to include lighter weeks with additional days off, ensuring the overall pattern remains manageable.
Office based for the 4 month probation and training period, hybrid working available after successful completion (2 days in the office per week).

The Role

The main role of the Player Protection Specialist is to review members' accounts and activities for signs of harm and concern, carry out appropriate risk management for members and liaise directly with members showing a high level of concern to carry out interventions.

At LiveScore Group, we’re the proud home of three of the most exciting brands in the sports and gaming world: LiveScore, LiveScore Bet and Virgin Bet. A fully owned and operated ecosystem that converges the two worlds of sports media and sports betting. We’re proud of the high ratings for our commitment to excellence and our passion drives us to the top.

We don’t just lead; we innovate. Our cutting-edge products and immersive experiences set the standard, but it’s our people who truly make the difference. Every day, our team embody our values: adaptability, teamwork, a fan-driven approach, and an ever-curious mindset that fuels our ambition.

As we scale and continue to create a culture that allows all employees to thrive, we know we need the most talented people with diverse backgrounds, perspectives and skills. If you’re good at what you do, come and join us. The more inclusive we are, the more amazing experiences we can create for our users.

We know that job descriptions can sometimes seem daunting and you might not feel you tick every box. But, if you’re passionate about the role and have relevant experience, we want to hear from you!

Key Responsibilities 

• You will play a central role in identifying potential risks and markers of harm to our members that have triggered internal controls; reviewing affordability; and making risk-based decisions to act when you see evidence of harm and behaviour change.
• Ability to apply player protection policies and procedures to make a reliable judgement about how, why, and when to interact, and to document this accurately.
• Handling incoming and outgoing contacts with members, dealing with enquiries about safer gambling by phone, email and occasionally live chat.
• Effective resolution of customer complaints in line with our complaint’s procedure.
• Acting as a subject matter expert in the field of safer gambling.
• Strong passion for supporting members who demonstrate signs of gambling related harm, including vulnerable members.
• Efficiently navigate and manage our back-office tools and alerts to complete a variety of safer gambling checks in an effective manner and enable a smooth customer journey.
• Keeping accurate records of your observations, member interactions, and actions; using your judgement for when follow-up contact would be most effective.
• Embrace the team's goals while working on your personal goals.

Skills, Knowledge and Experience

• Robust investigative, risk analysis, assessment, and decision-making skills
• Strong organisational and prioritisation skills
• Ability to switch tasks when required and meet a tight deadline and to remain calm under pressure.
• Effective communication skills, both written and spoken.
• Ability to remain calm, empathetic and make decisions in stressful situations.
• You enjoy working in a fast-paced and demanding environment.
• Willing to work with people at all levels and in all functions, independently and as part of a larger team.
• You are self-organising and ensure that your attention to detail and accuracy of work is constant.

What can we offer?

• Company Performance bonus
• Hybrid working for all staff with flexible working opportunities
• Private Healthcare scheme + Employee Enhanced Assistance
• Enhanced 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
• Subsidised gym membership
• Life Assurance (x3 salary)
• Contributory Pension Plan
• Daily snacks, quality coffee, soft drinks and regular socials

Salary: £28,080
Working hours: 37.5 hours per week, shifts are between Monday - Sunday, 8am - 11pm. While weekend shifts appear in most weeks, the rota is structured to include lighter weeks with additional days off, ensuring the overall pattern remains manageable.
Office based for the 4 month probation and training period, hybrid working available after successful completion (2 days in the office per week).

The Role

The main role of the Player Protection Advisor is to review members' accounts and activities for signs of harm and concern, carry out appropriate risk management for members and liaise directly with members showing a high level of concern to carry out interventions.

At LiveScore Group, we’re the proud home of three of the most exciting brands in the sports and gaming world: LiveScore, LiveScore Bet and Virgin Bet. A fully owned and operated ecosystem that converges the two worlds of sports media and sports betting. We’re proud of the high ratings for our commitment to excellence and our passion drives us to the top.

We don’t just lead; we innovate. Our cutting-edge products and immersive experiences set the standard, but it’s our people who truly make the difference. Every day, our team embody our values: adaptability, teamwork, a fan-driven approach, and an ever-curious mindset that fuels our ambition.

As we scale and continue to create a culture that allows all employees to thrive, we know we need the most talented people with diverse backgrounds, perspectives and skills. If you’re good at what you do, come and join us. The more inclusive we are, the more amazing experiences we can create for our users.

We know that job descriptions can sometimes seem daunting and you might not feel you tick every box. But, if you’re passionate about the role and have relevant experience, we want to hear from you!

Key Responsibilities 

• You will play a central role in identifying potential risks and markers of harm to our members that have triggered internal controls; reviewing affordability; and making risk-based decisions to act when you see evidence of harm and behaviour change.
• Ability to apply player protection policies and procedures to make a reliable judgement about how, why, and when to interact, and to document this accurately.
• Handling incoming and outgoing contacts with members, dealing with enquiries about safer gambling by phone, email and occasionally live chat.
• Effective resolution of customer complaints in line with our complaint’s procedure.
• Acting as a subject matter expert in the field of safer gambling.
• Strong passion for supporting members who demonstrate signs of gambling related harm, including vulnerable members.
• Efficiently navigate and manage our back-office tools and alerts to complete a variety of safer gambling checks in an effective manner and enable a smooth customer journey.
• Keeping accurate records of your observations, member interactions, and actions; using your judgement for when follow-up contact would be most effective.
• Embrace the team's goals while working on your personal goals.

Skills, Knowledge and Experience

• Robust investigative, risk analysis, assessment, and decision-making skills
• Strong organisational and prioritisation skills
• Ability to switch tasks when required and meet a tight deadline and to remain calm under pressure.
• Effective communication skills, both written and spoken.
• Ability to remain calm, empathetic and make decisions in stressful situations.
• You enjoy working in a fast-paced and demanding environment.
• Willing to work with people at all levels and in all functions, independently and as part of a larger team.
• You are self-organising and ensure that your attention to detail and accuracy of work is constant.

What can we offer?

• Company Performance bonus
• Hybrid working for all staff with flexible working opportunities
• Private Healthcare scheme + Employee Enhanced Assistance
• Enhanced 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
• Subsidised gym membership
• Life Assurance (x3 salary)
• Contributory Pension Plan
• Daily snacks, quality coffee, soft drinks and regular socials