Matthew Nutt
Stoke-on-Trent
Summary
Results-driven professional dedicated to achieving team success through strong organisational skills and attention to detail. Experienced in aligning company projections with internal policies and regulatory requirements. Committed to enhancing brand reputation while maintaining a customer-focused approach and managing high-pressure situations.
Overview
14
14
years of professional experience
Work History
Operation Payments Incident Support Assistant
Bet365
01.2023 - Current
- Answer customer payment questions clearly and concisely to resolve payment issues.
- Demonstrated empathy in resolving customer payment problems and disputes.
- Stay assertive and polite when disputing customer payment issues.
- Investigate payment issues thoroughly before decisions on accounts.
- Escalated urgent issues immediately to ensure prompt resolution. when a potential gambling issue appears.
- Escalated issues impacting multiple customers to a supervisor promptly.
- Recognise issues beyond role remit and escalate to the correct contact quickly.
- Liaise professionally with internal and external customers and third-party providers daily.
- Provide internal customers with the same service level as external customers.
- Offer further assistance after resolving customer issues promptly.
- Monitor and investigate deposits and withdrawals for all payment methods.
- Investigate and resolve payment issues on behalf of other departments.
- Took ownership of payment issues to ensure effective resolution using available resources.
- Monitor potential deposit issues and review stored deposit status regularly.
- Test payment method functionality using the bet365 website.
- Investigate merchant sites to diagnose payment issues and withdrawal processes.
- Explain payment features and website and mobile product navigation steps.
- Demonstrate knowledge of popular payment methods for accurate guidance.
- Complete priority tasks within agreed timeframes and communicate early delays.
- Train new advisors or graduates as an instructor when onboarding.
- Adopt bet365 customer service ethos across internal and external service.
- Follow bet365 and regulatory policies, procedures, and payment standards.
- Maintain security protocols in line with bet365 requirements.
- Follow other department purposes and processes during joint work.
- Escalate payment provider matters according to department procedures.
Customer Payments Advisor (Night Shift)
bet365
Stoke-on-Trent
02.2021 - 01.2023
- Used critical thinking to break down problems, evaluate solutions and make decisions.
- Learned new skills and applied to daily tasks to improve efficiency and productivity.
- Ability to raise issues with payment methods to Supervisors and liaise with them to provide a solution-focused service.
- Handling internal and external queries and escalating issues to the appropriate department/person.
- Keeping in line with company compliance needs and external regulatory requirements to provide an accurate service.
Customer Verification Advisor
bet365
Stoke-on-Trent
06.2018 - 02.2021
- Learned new skills and applied to daily tasks to improve efficiency and productivity.
- Ensured internal and external compliance criteria were met to satisfy licensing demands.
- Pro-Active approach in bettering company procedures to enhance efficiency/productivity.
- Ability to translate documents quickly to further enhance productivity.
- Confidence is dealing with internal and external queries to offer a customer focused resolution and escalating queries out of my remit where required.
- Training, coaching and developing staff whether it be new starters or current staff to increase performance and enable new starters to merge into the verification role comfortably.
Retail Assistant Manager
Cartridge World
Stoke-on-Trent
04.2012 - 06.2018
- Liaised with retail manager to cultivate and maintain positive and uplifting work environment and family-centric culture.
- Uphold company customer service standards to provide customers with outstanding service and friendly environment.
- Supported retail manager by identifying and leveraging partnerships that benefited community and store.
- Handled customer service by dealing with complaints, organizing stock and answering customer questions.
- Monitored and identified store losses or inconsistencies and implemented solutions to successfully achieve company goals.
- Acted as in-store sales leader and maintained strong presence on floor to build relationships with customers, support and develop team and increase revenue.
Education
GCSE - Mathematics, Statistics, English Language, English Literature, Biology, Psychology, Religious Education
Thistley Hough High School
Stoke-on-Trent06-2018
NVQ Level 2 & 3 - Customer Service
Cartridge World
Skills
- Regulatory compliance
- Compliance adherence
- Policy comprehension
- Payment administration
- Payment testing
- Compliance knowledge
- Attention to Detail
- Issue resolution
- Critical thinking
- Pressure management
- Adaptability
- Internal partnerships
- Client relations
- Communication Skills
- Organizational Skills
- Proactive Approach
- Interpersonal Skills
Timeline
Operation Payments Incident Support Assistant
Bet365
01.2023 - Current
Customer Payments Advisor (Night Shift)
bet365
02.2021 - 01.2023
Customer Verification Advisor
bet365
06.2018 - 02.2021
Retail Assistant Manager
Cartridge World
04.2012 - 06.2018
GCSE - Mathematics, Statistics, English Language, English Literature, Biology, Psychology, Religious Education
Thistley Hough High School
NVQ Level 2 & 3 - Customer Service
Cartridge World