Lead Customer Services Advisor

Job description

At Betfred, we’re proud of where we’ve come from – a strong retail heritage and a growing digital presence, both built on resilience, independence, and a deep connection to our customers. As our Customer Service operation continues to evolve across Retail, Digital, and Social channels, we’re strengthening the way we support our teams and deliver consistent, high-quality service. That’s where you come in. We’re introducing the Lead Customer Service Agent role to provide additional support, stability, and experience on the frontline. This role plays a key part in maintaining service standards, supporting colleagues, and ensuring customers continue to receive excellent outcomes during day-to-day operations. Your role in our journey: As a Lead Customer Service Agent, you’ll act as a senior point of support within the Customer Service team, combining hands-on customer service delivery with additional responsibilities that help maintain operational flow and service quality. You’ll support Advisors on shift, provide continuity during Team Leader absence, and act as an initial escalation point for customer queries requiring additional guidance. While the role does not include formal people...