Customer Service Advisor – Could this be the career for you?

As we continue to dive into the different careers we have at Intouch we wanted to take a moment and share some advice.


If you are someone looking for your next career opportunity… or even your first one, take some time to read. Read everything! Find out how others are thriving in the role, read about their experiences, their progression, both the good and the bad! But remember, no two experiences are the same, whichever role you decide, be committed to giving it your best!


We caught up with one of our Customer Service Advisors, Garry (also known as the Intouch Santa … don’t tell the kids). Garry has been with Intouch Games for just over 2 years and was crowned the customer service winner at our very own Oscars. He has a career spanning over 30 years in the customer service industry.  


Can you tell us about your role?


Customer Service is exactly that. Working to meet the needs and wants of customers. ‘We become experts in troubleshooting customer issues from chasing withdrawals, ID checks, safer gambling and so on.’ It’s like a pick and mix bag. You never know what you’re going to pick out, some sweets you love, and some not so much but you enjoy them all the same! It can be a challenging role, as you probably know you never ring anywhere to tell them how well they’re doing, you always ring with a concern.


There’s no such thing as a typical day, you’re always moving between live chats and calls. It’s an incredibly fast-paced environment. You get comprehensive training when you join which continues throughout your time here. The best way to learn is on the job. You quickly learn about different customer personas. Once you know what your customers want, it becomes easier to understand and meet their requests.


What characteristics make you thrive in this role?


As Francis Bacon put it ‘knowledge is power’ and that couldn’t be more relevant for this role. To thrive in a customer service role, you need to be confident. like any role, this comes with time. It doesn’t matter if you’re extroverted, introverted, or somewhere in the middle, you just have to be willing to learn the content and retain it. You can’t help others if you don’t know how!


Secondly, it’s important to be adaptable, call centres are fast-paced environments. You are required to react to situations quickly and be a problem solver.


Finally, be a good listener! If you are that friend that everyone turns to with their problems, this could be the perfect match for you! Every call is different, you want your customers to feel valued, take the time to listen to everything they have to say and address all of their concerns. At the end of it all, everyone just wants an easy life, what can you do to help them with that?


What are the main challenges of the role?


With any role, of course, you will be faced with obstacles. Working in the gambling industry means that there will be some difficult conversations you may encounter. You will have challenging customers sometimes, but it’s how you deal with it that matters. You could have the best job in the world, but if the team isn’t nice, you won’t enjoy it, it’s the same for the Intouch call centre. ‘We like our job because we are a strong team that helps one another. When you finish your workday, you don’t go home thinking of that one bad call, you go home thinking of the time you had with your team. People thrive off other people’s energy, I consider myself lucky to work within such a relaxed, collaborative team.’


Are there any perks to your role?


There are many perks at Intouch Games, but particularly for a CSA, it has to be the progression opportunities. If you are hard-working and eager to learn then quite literally the sky is the limit. The ‘give a little, get a little’ phrase comes to mind. If you are giving your best to the company, they will undoubtedly help you with your progression pathway.


For many, call centre jobs are generalised as a stopgap in their career. But it isn’t just that. You can build a successful career in customer service and Garry is a great advocate for that. Like anything, you just need the drive to succeed!


Keep Intouch.


If you’re interested in applying for any roles with us, check out our vacancies page here

Intouch Games donates £500k to The Dudley Group NHS Charity based at Russells Hall Hospital.
For many, a visit to the hospital is rarely something we want to do, luckily for us we got to view the workings of a hospital in a completely different light.
Intouch Games is keeping it fresh with a brand-new website
There’s nothing quite like sprucing up an old look, and at Intouch Games, we have done just that with a brand-new website! We’ve moved from our previous grey and green ensemble to a modern, sleek and stylish black, green and white number.
Donation of £500,000 made to the Russells Hall Hospital
To help support frontline workers, Intouch Games and CEO Simon Wilson have donated £500k to the Russells Hall Hospital, part of the NHS Foundation Trust