Job Description

40 hours per week | 12 month fixed term contract | UK remote

At tombola, we bring people together through online bingo and games, with a friendly player community and a focus on safe, enjoyable play.

Our Customer Experience (CX) teams are full of ambition and enthusiasm. Our player community is at the heart of everything we do, and creating long term fun is our number one goal. We’re passionate about providing safe and exciting experiences that help our players enjoy everything tombola has to offer.

In this role, you’ll support players across our Danish territory, helping with customer service queries and creating a welcoming, engaging atmosphere in our chat rooms. You’ll communicate in Danish, helping our players feel supported and part of the tombola community.

If you’re great with people and have strong customer service skills but some of the tasks sound unfamiliar, please don’t let that put you off. We’ll provide full training to help you get to know our games, systems and processes, with support from the team as you build your confidence.

Our CX teams create a friendly and supportive atmosphere. Whether you’re hosting the tombola party in our chat rooms, helping with a customer service query or signposting players to our Safeplay team, you’ll help build the community that makes us stand out.

Working hours

We plan our shifts around the needs of our players, making sure we’re there when they need us. This role involves shifts across Monday to Sunday, between 12pm and 8pm, including one day at the weekend. Your shifts could fall anywhere within that time window. We’ll talk through the shift patterns at interview so you have a clear idea of what to expect.

Role purpose

Putting our players first and providing a great customer experience is at the core of everything we do.

In our chat rooms, you’ll be right at the centre of the tombola community. You’ll move between rooms, chat with players on a broad range of topics, welcome new players and keep conversations going, sometimes with a bonus quiz or game.

You’ll also respond to customer service queries, provide advice and guidance on our games, promotions and changes to the site, and help players access further support when needed.

Key responsibilities

• Support players across our Danish territory, responding to customer service queries and hosting our game chat rooms.
• Create friendly, engaging conversations and promote quizzes and activities that bring our player community together.
• Build a strong knowledge of the tombola websites, promotions and games, with full training provided.
• Take part in our Daily Task Rota, which includes verifications, winner processing, escalations, referrals, failed transactions and social media support.
• Respond to player queries promptly, meeting our response times, quality standards and performance expectations.
• Respond thoughtfully and effectively when players raise concerns or show signs of risk.
• Recognise safer gambling triggers and follow our processes to ensure players receive the right support. We’ll train you on what to look for and how to respond.
• Be the face and voice of social campaigns.
• Share ideas to help us improve the customer experience.
• Bring our values to life in your everyday work.

Skills/Experience

• Fluency in Danish is essential, including the ability to read, write and speak Danish confidently.
• Great communication and people skills, with the ability to explain information clearly and use accurate grammar and language.
• A friendly, helpful approach and a passion for giving customers a great experience.
• The ability to manage different tasks and organise your workload.
• Confidence working in a busy environment and moving between tasks.
• A practical approach to solving problems, along with the confidence to ask for support when you need it.
• Self-motivation and a willingness to work together and support your teammates.
• An openness to feedback and an enthusiasm for learning.
• Confidence using everyday computer tools such as Excel, Word and PowerPoint.

You don’t need to know our games or systems before you join. We’ll help you learn those. What matters is your Danish language skills, your approach to supporting people and your willingness to learn.