Customer Service Advisor

Job Description

📍 Remote, Sunderland

⏳ Part time, 28 hours per week, permanent contract
⏳ Part time, 32 hours per week, permanent contract

At tombola, we are the UK’s largest online bingo site, known for innovation, community, and delivering brilliant customer experiences. We create all our games in house, genuinely care about our players, and our Customer Experience team sits right at the heart of everything we do.

We are looking for flexible, proactive, people first Customer Service Advisors who enjoy variety, love solving problems, and are excited by the idea of growing their career with us over time.

What’s the job? 🎧

This is not a one size fits all customer service role.

As a Customer Service Advisor at tombola, you will be right in the middle of the action. One moment you might be supporting a player via live chat, the next you could be on a call solving a tricky issue, celebrating a win, or helping a brand new player get started with us.

You will handle a mix of phone and live chat, using your problem solving skills to find the right outcome for each player. You'll also get involved in a range of other activities including reviewing customer ID as part of onboarding new players, playing an important role in keeping tombola a safe and responsible place to play.

Variety is a big part of this role. Alongside core customer service, you will be multi skilled as a Chat Host Advisor, meaning you can occasionally jump into our chat rooms when needed, engage with our player community, and help keep the energy and conversation flowing. If you enjoy a bit of variety and switching things up now and again, you will really enjoy this part of the role.

Working hours ⏰

We are looking for fully flexible people to support our team and players, including evenings and weekends. You will work either 28 or 32 hours per week on a permanent contract, and we are happy to consider compressed hours where possible.

Our players are online well beyond the traditional 9 to 5, so flexibility is important to make sure we are there for them when they need us. Right now, demand is mainly in the evenings and at weekends, which many of our team enjoy as it can offer more flexibility around personal commitments and suit different lifestyles. As our players’ needs change, shift patterns may also evolve over time, which is why being open and flexible around working hours really matters. You will always know your shift pattern at least five weeks in advance, giving you plenty of time to plan.

What we’re looking for 👀

✅ Strong customer service experience, ideally from a contact centre or similar environment, with the ability to communicate confidently, clearly, and professionally with a wide range of people
✅ A confident problem solver who enjoys figuring things out
✅ Proven ability to handle multiple tasks in a fast paced environment
✅ A people person who brings warmth, energy, and personality to conversations
✅ A team player who is happy to step in, support others, and keep things moving
✅ Comfortable using technology including Excel, Word, and PowerPoint
✅ Live within one hour of Sunderland for occasional on site training and team sessions. While this is a remote role, we value in person connection and collaboration, and you are always welcome to work from our Sunderland office if you would like more face to face time with the team
✅ Ambition and potential, with an interest in developing your career at tombola over time

Why tombola? ❤️

You will be joining a supportive, friendly team where your voice matters, development is encouraged, and progression opportunities are real. Many of our leaders started in Customer Experience roles, and we actively support internal moves and long term career growth.

If you are looking for a role that is fast paced, people focused, full of variety, and offers genuine opportunities to grow, we would love to hear from you.

At tombola we know that our differences make us stronger and that thinking differently is key to long term success. We work hard to create a culture of inclusivity where everyone can celebrate our Free to be me value. We are committed to creating opportunities for everyone here at tombola, we welcome applications from all backgrounds and encourage individuals to apply, even if you don’t meet every requirement.