Player Support Specialist

We are looking for highly motivated Player Support Specialists to join our team. Your role is crucial in ensuring that every interaction (both 1st line and 2nd line) we have with a player increases their loyalty to our brand and creates advocates for our services and products, whilst ensuring department senior management are aware of the problems our players are facing and your recommended solutions. You will be the Voice of the Player!

The core job focuses on resolving player queries to ensure maximum player satisfaction, whilst meeting department SLAs and KPIs.

Our 'swipe right' person checklist:

• Desire to develop your career, get involved and seize opportunities to take on new tasks and challenges
• Strong decision maker and able to apply sound judgement
• Willingness to receive and act on feedback to continuously improve personal performance
• A great work ethic and willingness to be accountable
• Professional approach with a high degree of integrity

What you'll be doing:

• Answer to player inquiries via email with professionalism, expediency and quality
• Assist players with account and payment issues
• Reach out to players under our Duty of Care MTX policies
• Identify player issues, acting internally as the 'Voice of the Player'
• Undertake general project work where needed

What we're looking For:

• Initial experience in a customer-facing role, ideally with an online component, or in a role with transferable skill sets
• Outstanding written English including the ability to craft messages that are positive, personal, professional, friendly and engaging
• Ability to review information from a variety of sources and then make a great decision for the customer and the business
• Exceptional critical thinking and attention to detail

What we offer:

When you join Jagex you can look forward to a generous Perks & Benefits package including:

• Private Healthcare, including Dental Plan,
• Minimum 6% Pension contributions
• Employee Assistance Programme & onsite Counselling
• Life Insurance
• Discretionary annual performance bonus
• Enhanced family leave policies from day 1
• Flexible working hours
• 25 days annual leave + Bank holidays & the option to buy/sell holidays + so much more!

Applicants must live within a commutable distance to our office in Cambridge as there may be requirements for you to work from the office when required. In addition, shortlisted candidates must be prepared to attend an assessment day which will likely take place on week commencing 15th of July, of about 5 hours, which will be held onsite at our office in Cambridge.

Collaboration is at the heart of Jagex. We love getting together with our teams to share ideas and socialise. If you live in the UK, we offer a flexible working model that empowers you to work in the way that suits you best, while also getting the best from your working relationship with all the great people you’ll be connecting with here. We support you to be set up for success no matter where in the UK you log in.

Flexibility really is the key to how we set up working schedules, we’ll discuss your needs with you and be transparent about the working schedules of the team you’ll be working with during our interview process.

About Jagex:

Make forever games with us.

Jagex is a thriving international games company with a growing library of forever game IPs for core gamers. We have such huge expertise at running games for the long term that we re-define expectations for what evergreen success looks like.

We create spaces for our players to come together – with each other and with us – inside and outside of our games. We empower our players with real influence on the game’s evolution. We help our players belong. Our community experiences give players a greater stake in what they’re playing, creating loyal forever fans.

These strengths inform our vision of our studio as a thriving international games company with a growing library of forever game IPs for core gamers. Our forever games will nurture sizable communities whose loyalty provides consistent revenues.

This in turn drives our mission: We create forever fans by empowering our community. We give players experiences worthy of their long-term time investment and actively collaborate with them to shape the games and the community for the better.

If this is something you want to be a part of, get in touch.

We have 500 of the industry’s most talented individuals in our Cambridge studio; if you share our values and ambition, we’d love to talk to you. Worried you don’t meet all the requirements in the spec? Your attitude, fresh perspective and experience is just as important to us; if you think this could be the perfect job for you, let’s talk.