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Job Descrption

Job Title: Multilingual Customer Experience Consultant (German & English Speaking)

Salary: £25,000 Per annum + bonus (£29,800 OTE)
Location: Konecta Group – Ringwood/London. (Hybrid)
Hours: 40 paid hours per week.
Shifts: 40 paid hours per week. A rota is supplied every month with
your working hours. Shifts between 8.00am and 8.00pm
Monday to Saturday.

Main Purpose of Role
The ZEAL Group ‘Create a better world of lottery!’– One that’s thrilling, fun and packed with life-
changing moments. They are regulated in multiple jurisdictions across the globe, with offices in
London, Madrid and Hamburg. The Zeal Group is an exciting campaign which helps power the
world of lotteries and brokers tickets for customers in Germany.
Tipp24/Lotto24 – integral part of the Zeal Group - have partnered with Konecta to manage all
their incoming customer service calls, emails and live chats.

Our Philosophy
We are here to provide our customers with the best support possible – no query is too
complicated... we will find an answer. Our customers have a choice of channels, i.e call, email,
chat and self-service. In total, we handle 25000 contacts per month, aiming for a 90%+ customer
satisfaction rate. In a demanding environment, we work with a lot of flexibility and autonomy,
and we are trusted to deliver.

Our Vision:
Our aim is to make customers happy via the channels of their choice. Could there be a better
way to achieve this than with a dedicated team enjoying what they do? We believe in having fun
at work, we love technology, we love stats – and most of all, and we love finding new ways to
innovate.
We are committed to crafting outstanding experiences for our customers, building trust and
loyalty through personalized solutions and unwavering support.
Our relentless pursuit of excellence extends beyond customer interactions, ingrained in the very
essence of our culture, propelling us to surpass expectations and establish new industry
benchmarks.

Our Mission:

We’re not title-driven but focused on providing as one team – succeeding and failing together.
Currently, we operate on two support levels: the first line and the specialist second line support.
You will be part of the first line support, so we can truly focus on all those important contacts
that need your personal touch. You will have the opportunity to grow with almost no barriers. If
something doesn’t work for you, show us a better way of doing things – all ideas are welcome.
Each interaction serves as a testament to our unwavering commitment to customer satisfaction.
We foresee a future where our dedication to exceptional customer service not only sets us apart
but becomes a standard for others. As a cohesive team, we aim to cultivate an environment that
fosters personal and professional growth, empowering each member to reach their full potential
within their roles.
Join us in a great fun team, committed to make our customers happy and the future or their
lotto experience even more amazing.

Skills Requirements
 Excellent telephone manner
 Excellent numeracy and literacy
 Excellent customer service skills
 Good analytical, decision making and problem solving abilities
 Previous call centre/back office experience (desirable)

Who are Konecta Group?
Leading the way in Customer Interaction & process management Konecta are an international
outsourced customer service provider with 130,000 staff internationally and 112 sites globally. Our
clients employ us to communicate with their customers in the most effective ways – this can be on
the phone, via email, on the web through live chat or any social media channels.

Why work for us?
 Konecta has a fun and sociable team environment working culture
 50% discount with More-bus for monthly and quarterly tickets (Easy connections in and around
Bournemouth and Salisbury to Ringwood.)
 Pension Scheme with Standard Life
 Aviva Life Insurance
 Eye test vouchers and discounts
 Discounted corporate gym membership with Anytime Fitness (24-hour gym with over 5000 sites globally)
 Involvement with local charities and fundraising days
 Campaign specific benefits including discounts, incentives and prizes
 Recommend a friend scheme paid reward of £500
 Apprenticeship qualifications and career flight path schemes
 Recognition and reward schemes with Love to Shop Voucher rewards
 Free car parking
 Weekly dress down day
 Cycle to work scheme
 Tech scheme

Position in Organisation
The Multilingual Customer Experience Consultant will report directly into the Customer Experience
Team Manager and will have various support from colleagues nearby which will always be on hand.
Operational Days and Hours
With given notice, Konecta reserves the right to change your working hours. Please note that whilst
you will be supporting the ZEAL contract, whose opening hours are 8.00am – 8.00pm Monday to
Saturday, your Konecta contracted hours will be 8.00am - 10.00pm Monday to Sunday. You may be
asked to cover evenings and weekends when required by the business.
Hybrid working model with 80% of activities being carried from home. However, office presence is
mandatory during client visits, training/coaching sessions and for any other business needs.

Database & Systems Training
Full training will be given by Konecta and will include on-going training throughout your employment
as and when required. You will also receive a full company induction that will include many areas
such as GDPR the Konecta Quality Management System and all other systems and soft
skills training.

Opportunity for Growth
The suitable candidate will be welcomed into the team where they will work alongside established,
skilled consultants to help ‘raise the bar’ in terms of customer experience.

Across the campaign, the team will have SMART objectives. These will be communicated by the
manager (on behalf of the client).
Growth and development are encouraged and supported and over time the team member will have
the opportunity to progress their role and take on additional duties.

Key Accountabilities
 To answer the phone promptly and professionally when required.
 To respond to emails and live chat promptly and professionally.
 To work closely with the Team Leader to ensure client expectations are met.
 To present our clients professionally at all times, whether in person, by phone
or in writing.
 To continually look for ways to improve performance.
 To be well-organised, professional and reliable.
 To work flexibly between the hours of 8am and 8pm, Monday–Saturday.
 To demonstrate a willingness to learn and have fun at work!

About the Company:
Konecta UK

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