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 manage the Customer Services team, ensuring a high level of team performance (quality and quantity) and optimal customer satisfaction.

Key Responsibilities

  • Supervision and monitoring of the Customer Service Team
  • Ensure service performance through the measurement and development of service levels, productivity and quality of communication including answering customers directly as and when needed on any of the communication channels offered to our customers
  • Shift planning and coordination of staff holidays
  • Hold appraisal meetings – including quality monitoring
  • Ensure that policies and procedures are followed
  • Hold regular team meetings
  • Report relevant and significant issues within the team to the Customer Services Head
  • Share significant information with the team
  • Identify training needs and organise new training sessions in coordination with CS Head and training department
  • Coordinate regular communication with other departments/operations
  • Deal with delicate user cases (trouble shooting)
  • Assist and report to the HOD, working closely with other team leaders and liaising with other departments (eg. 2nd line team, Process & Info, etc.)
  • Liaise with other teams and departments to resolve issues and to ensure quick First time resolution (FTR);
  • Handle escalations where higher-level decisions are required;
  • Maintain effective communication flow, acting upon and passing on relevant information to and from the team
Qualifications and Educational Requirements
  • A strategic and inspiring leader that provides leadership and direction to the team creating and embedding a culture where continuous improvement is embraced.
  • Encourages communication and collaboration across the business, team and stakeholders in order to build strong relationships and develop cross functional working.
  • A leader that mentors and develops the team by; providing development, coaching, objectives and goal setting, performance management and other people policies as required ensuring the team is motivated, productive and fully compliant with all regulations and legislation.
  • Must possess a High School Diploma, Vocational Diploma / Short Course Certificate, Bachelor’s Degree, any field.
Specialist Skills and Experience Required
  • Ability and willingness to lead people
  • Good problem-solving initiative
  • Reliability and accuracy
  • Analytical thinking capability
  • Ability to work under pressure
  • High quality and service awareness
  • Proactive and willing to take ownership
  • Capacity for teamwork and management
  • Experience in Customer Service (5 years+);
  • Experience in people/team management;
  • Ability to identify subtle fraud and abuse patterns;
  • English language knowledge at a business level;
  • Good communication skills and ability to effectively deliver feedback;
  • Ability to perform well under tight deadlines within a dynamic environment;
  • Very good command of Microsoft office tools;
  • Proven aptitude to work in a team, as well as guide and influence others;
  • Demonstrated decision making and problem solving skills;
  • Need to work in a 24/7 environment


  • Degree level or equivalent
  • Basic knowledge of online gaming - games and payment processing
  • Knowledge of other languages an advantage

About Entain

We may sit on the FTSE100, but for millions of customers worldwide, we’re the brands they hold in their hands – and heart. As the home of household names like Ladbrokes, Foxy and PartyPoker, to name just a few, we elevate lives with moments of excitement. And right now we’re elevating ourselves above the competition. We’re leading the industry in bold new directions - and it’s our diverse and talented team who are making this possible. Believe us, the best is yet to come. For our customers. For our future. For your career.

DEI and Wellbeing @ Entain

At Entain we do what’s right. It’s one of our core values. Which is why we’re taking the lead when it comes to creating a diverse, equal and inclusive future - for our people, our industry and our society. We’ve created a culture where everyone can feel psychologically safe, included and heard. Where being accepted for who you are is a given. Here, we celebrate our individual differences, and make sure everyone feels supported, respected, and empowered to thrive – and that starts from the moment you apply to join us.

Life @ Entain

We’re a team who love to play, and win, together. We love building bonds between our people, and we love to build your career up too. Join us, and we won’t just be your employer, we’ll be your biggest cheerleader. We’ll give you the power to lead the conversation on your learning and career goals from day one, and then get behind you with all the support you need to take your career – and our business – to new heights.