Vacancy Type:
23 (Entain)
About The Role
 Team 10 – Operations Innovation Analyst Job Description - German Language

Role Purpose

Part of the Team 10 – Operations Innovation Team, reviewing and analysing customer contact across all German language Entain brands to achieve positive changes and create a unique holistic overview to drive wider improvements for both Entain and its customers.

This role will ensure that all operational procedures are maintained and fit for purpose and amended and adjusted as necessary to the needs of the Customer Operations part of the German language business.

To use third party tools, such as Medallia, and manage close relationships with the same, to provide customer insight to the business.

Key Responsibilities

  • Unbiased reporting and reviewing of customer contact in line with established criteria
  • Beginning to end journey assessment for both agents and customers to identify improvements
  • Delivery of findings with recommendations
  • Identifying skills, processes, and procedural gaps 
  • Tracking of changes made to help evaluate their success
  • Collaborating with the team to create action points
  • Working closely with other departments (Risk, Payments, KYC, LRG, Product, Marketing etc)
  • Analysis of contact drivers
  • Use of Multiple Contact Report to establish the reason customers need to contact multiple times a day on the same issue, working towards changes and improvements to lessen the need

Specialist Skills and Experience Required

  • Desire to drive operational excellence
  • Excellent knowledge of all processes
  • Extensive Sports and Gaming knowledge
  • Excellent knowledge of all back office tools
  • The ability to interpret large data sets - with a keen eye for detail to pick up on any trends
  • The ability to effectively communicate any findings in analysis during daily feedback loops
  • Strong ability to organise yourself and think outside the box
  • An excellent communicator both within team and upwards to various colleagues across the Operations function
  • Organised and proactive
  • A good track record of high QA scores
  • A drive for results
  • Native level German and English language speaker
Additional Information
About The Company

We’re Entain. Our vision is to be the world leader in sports betting and gaming entertainment by creating the most exciting and trusted experiences for our customers, revolutionising the space as we go. We’re specialists in safer gambling and the company that is at the forefront of responsibility.

Combining technology and entertainment to build products that push the boundaries, Entain is home to a global family of more than 25 well-known brands – names such as bwin, Ladbrokes, Coral, Gala, Betdaq, and many more. With a focus on sustainability and growth, we will transform our sector for our players, for ourselves and for the good of entertainment.

Diversity and inclusion at Entain

As a global employer, Entain is committed to providing a safe, fun, and inclusive culture where our people feel like they truly belong. We are a multicultural business that values, celebrates and respects individual differences, so whatever your sexuality, gender, gender identity, ability, age, race, religion or belief, you will have a voice here, and the space to do your best work. Our diverse internal networks provide the support for you to express your views and make a positive difference, all for the good of entertainment.

Wellbeing at Entain

We want our employees to feel healthy and supported at home and at work. That's why we have our Well-me programme, which provides information, tools and training to help our people look after their mental and physical wellbeing in ways that matter to them.

Our Culture As real as it gets

At Entain we're a diverse team, sharing a commitment to quality and success.

Whether you're playing a key role in your local community as part of our retail team, or working out the next big gaming trends in our digital team, you'll enjoy a culture and benefits package that we're extremely proud of.