Ethos

This bingo card has a free space and 51 words: Introduces themselves and bet365 in a positive manner, Personalises each contact and shows genuine interest in the customer’s issue, Gathers information through the use of effective questions, Actively listens to and clarifies the issue/query with the customer, Sees things from the customer's point of view, Takes ownership of the issue to the point of resolution, Gives a realistic time frame for resolution of the issue and offers to contact the customer when appropriate, Effectively communicates in a way that matches the customers level of understanding, Offers resolution which benefits the customer and bet365, Remains assertive and polite when in dispute with the customer, Gives the internal customer the same level of service as the external customer, Guides the customer to the website or mobile app, where appropriate, Seeks to inform the customer when resolving their query, Provides a standard of service that reflects bet365's Customer Service Ethos, Seeks to enhance communications with the customer wherever and whenever possible, Communicates with customers consistently throughout contacts with an energetic and interactive tone, Follows best practice guidelines when communicating with customers, Works with other front-line departments to resolve the customer's issue, Communicates with customers via telephone, Live Chat, email and web message, Refers to the Knowledgebase when investigating the customer's query, Uses back office tools including but not limited to Playtech IMS, Poker Admin and Virtue Fusion, Reviews and correctly interprets Gaming specific bets and pay tables, Updates customer details through Account Manager and resolves queries specific to the customer's account, Authors members notes in Account Manager, Navigates and use the relevant functions within Vtool, Regularly checks the Promotional Calendar and Gaming Hub for promotional information and current issues, Uses the website and app when informing the customer of relevant features and functionality, Ensures Playtech is reviewed when closing an account through Account Manager, Keeps up-to-date with changes to bet365's practices and procedures by referring to the KB, Accurately relays the information presented on the RG Summary and Verification Details pages, Navigates the Responsible Gambling website to promote features and functionality of Responsible Gambling tools, Is aware of the purpose and processes of other departments with which they work, Explains the features and functionality of the website and app and uses it on a daily basis, Navigates the KB to locate relevant and current information, Explains offers and promotions in a way that the customer understands, Has a working knowledge of the more popular payment methods used by customers in their own markets, Has a working knowledge of bet365's Fraud and Verification policies and can guide the customer through the verification process, Has a working knowledge of the licensing requirements for each market, Describes the rules for the majority of products provided within the Gaming department, Has a comprehensive knowledge of the facilities for self-management and self-exclusion processes, Investigates issues thoroughly in order to make informed and accurate decisions on an account, Uses all available resource to make accurate decisions, Can offer financial resolution within their remit (based on the relevant product), Quickly recognises where an issue is beyond the remit of their role and escalates to the correct person/ department, Escalate an issue when they are unable to resolve it themselves or where it is above the advisor's monetary limit, Recognises where a potential gambling issue exists and escalates immediately, Documents complaint note to ensure accuracy, clarity and conciseness, Communicates effectively and professionally with colleagues, Listens and learns from Team Leaders, Supervisors and Managers in order to understand and properly apply company policy and objectives to customer situations, Demonstrates effective time management and Completes ad-hoc tasks on request from departmental managers or supervisors.

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