Circa £21000 Per Annum
Vacancy Type:
Working Pattern:
35 hours covered over shifts from Monday to Sunday, 830am - 930pm
23 (Entain)
About The Role

We’re Entain. Our vision is to be the world leader in sports betting and gaming entertainment by creating the most exciting and trusted experience for our customers, revolutionising the gambling space as we go. We're home to a global family of more than 25 well-known brands, and with a focus on sustainability and growth, we will transform our sector for our players, for ourselves and for the good of entertainment. 


As a Customer Care Advisor, you will be responsible for helping, supporting and providing resolutions to queries/complaints relating to our Retail Shops providing our retail customer base with a service which continually exceeds expectation.   


We operate on a shift basis in order to cover the shop opening hours: 

  • Monday to Saturday 8:30am to 21:30pm
  • Sunday 10:00am to 21:30pm. All applicants will be required to cover these shifts.
  • We work on a rota basis which will change weekly.
Key Responsibilities 
  • Actively listen, communicate and understand our customer needs by building effective and sustainable relationship 
  • Maintain a consistent and professional approach to all our customers 
  • Utilising multiple systems (CCTV/Shop tills/Supplier Systems/3rd party websites) to analyse bet details/history/pricing to assess the validity of a customer's claim. 
  • Constantly review and digest significant volumes of information on daily/weekly promotions to maximise knowledge and skills. 
  • Gaining and maintaining full knowledge of retail rules. 
  • Influencing middle/senior field managers by sharing case details, providing a suggested outcome and ensuring the manager provides a prompt response to ensure customer isn't left waiting. 
  • Managing all live cases in queue to ensure delivery of customer response SLA of 48 hours. 
  • Logging all cases accurately on case management system. 
  • Escalating unresolved cases to team leaders/team manager accurately. 
  • Dealing with challenging subject matter (problem gambling calls/upset customers who feel they are owed money/aggressive customers) 
  • Engaging multiple internal departments to ensure prompt resolution to cases. 
  • Ensure customer records are accurate and reflect current status and remain confidential at all times when handling customer contacts. 
  • Adopt and adhere to rules and conditions relating to compliance relevant to our business. E.G Self-exclusion/Reinstatements and Breach. 
  • Escalate very large winning bets to HOD/Directors providing extensive case details to support payment request. 
  • Communicate exceptionally well both verbally (when under pressure) and in writing to maintain positive brand image. 
  • Owning own personal development, complete mandatory e-learning/log learning goals on company learning platform to strive for continual improvement. 

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.