Vacancy Type:
23 (Entain)
About The Role

Entain is one of the world’s largest sports betting and gaming groups, operating both online and in the retail sector. With offices across five continents and licences in more than 20 countries, we operate some of the most well-known and iconic brands in the industry with more than 250 years of combined history – names such as Ladbrokes, partypoker, bwin and Coral.


Role Purpose

To lead and inspire a team of Service Desk Analysts that provide outstanding customer service to every customer from the Retail Estate, Head Offices and Remote Offices; ensuring all Company procedures and policies are followed.

Key Responsibilities
  • To ensure that relationships with all third parties are maintained to the highest possible standard in order to encourage an effective partnership.
  • Responsible for leading, developing and managing the team’s performance, ensuring all members meet the required level of performance.
  • Act as First point of contact to your Team of Service Desk Analysts
  • Responsible for supporting at investigations, disciplinaries, performance and absence management meetings and conduct follow up reviews where appropriate.
  • Fully accountable for ensuring that self and Team deliver excellent levels of customer service at all times.
  • Escalate potential service issues initially with Line Manager
  • Identifying ways to improve the overall service levels and agreeing structure to ensure it is consistently applied across the department
  • Complete daily, weekly and monthly tasks as instructed by line managers
  •  In agreement with line manager take project lead on Desk’s behalf to ensure they are best placed to adapt to change
Candidate Requirements
  • Good understanding of applying the ITIL framework
  • Competent with Microsoft Office
  • Familiarity with Computer Applications such as Citrix, PC Anywhere, Exchange Management and Active Directory
  • Have a good understanding of customer service and complaint management
  • Able to deliver high standards of Customer Service and recognise different customer needs
  • Are able to work in a team and on own
  • Excellent level of written and Verbal communication skills
  • Have experience leading a team of People in a supervisory role
  • The ability to work under pressure and handle challenging situations
  • Ability to organise and plan to ensure all deadlines are met for BAU and Project activities
  • Previous experience in Retail Gaming is ideal but not essential
  • Proven ability to build effective relationships with colleagues and customers and within a team
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.