Job Description

Customer Support Executive (Fortuna Gaming Ltd)

Permanent - Full time

Newcastle City Centre (Blandford Square).

About Fortuna Gaming

We are a fast-growing business in the online gaming and betting sector, delivering exciting and responsible entertainment experiences to players in the UK. Our mission is simple: to provide safe, enjoyable and engaging online gaming supported by first-class customer care.

As part of our continued growth, we are looking for a

Customer Support Executive

to join our busy Newcastle-based team.

Overview

This is a frontline role where you'll be the voice of our managed casino and sports brands, supporting players across live chat, email and Trustpilot. You'll be helping customers with everything from account queries and payments, to responsible gaming checks and technical support.

We're looking for people who are confident communicators, problem-solvers and genuinely enjoy helping others. In return, we'll give you the tools, training and career development opportunities to thrive in the fast-paced online gaming industry.

Key Responsibilities

? Provide high-quality support to customers via live chat, email and Trustpilot.

? Handle account, payments, gameplay and general service queries efficiently and professionally.

? Assist customers with KYC and responsible gambling checks in line with regulatory requirements.

? Identify and escalate complex issues to the relevant teams (e.g. Compliance, Payments, Safer Gambling).

? Maintain accurate records of customer interactions in line with company and regulatory standards.

? Deliver a customer experience that is friendly, professional, and aligned with our brand values.

Skills & Experience

? Previous customer service experience (online gaming, retail, contact centre, or hospitality background desirable).

? Excellent written and verbal communication skills.

? Strong problem-solving skills and the ability to stay calm under pressure.

? A genuine passion for helping customers and providing outstanding service.

? Flexible and adaptable with good time management skills.

? IT-literate, with confidence using multiple systems and platforms.

What We Offer

? Ongoing training and mentorship from experienced professionals.

? Hands-on experience working with leading online gaming and betting brands.

? A collaborative, supportive team environment where learning is encouraged.

? A central Newcastle city centre office with excellent transport links.

? Opportunities for performance related bonuses.

? Pension Scheme.

? Relaxed work environment with casual dress.

? Flexible working hours.

? 23 days annual leave + bank holidays (plus 1 extra day for each years' service).

? Company nights out, day trips, team bonding activities.

Working Hours

? Full-time, 40 hours per week.

? Shift-based, covering weekdays, evenings and weekends.

How to apply

For those wishing to apply, please email your CV and covering letter, with a detailed description of why you feel you are suitable for this role to scott.manford@fortunagaming.com

Job Types: Full-time, Permanent

Pay: 26,000.00-30,000.00 per year

Benefits:

Casual dress Company events Company pension
Work Location: In person