Gibraltar
Vacancy Type:
Permanent
Brand:
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.

The role in a nutshell:

  • As an Operational Excellence Analyst, you will be part of our exciting team responsible for driving change within the business and driving an Operational Excellence mindset.
  • The main areas of focus for Operational Excellence are:
  • Analysis of Customer Contact data, highlighting key contact drivers and subsequently working to drive improvement – both at an Agent and Customer level
  • Undertaking quality assurance-based reviews of Customer Contact – locating process gaps and improvement opportunities and feeding them into varying business units
  • Undertaking “mystery shopping” exercises – directly comparing our customer service to that of our competitors
  • Daily reporting on customer contact drivers using various reporting tools and methodologies – ensuring the business is kept up to date as the conversation changes at an hourly level
  • We are looking for company experts, who have outstanding knowledge of all aspects of the business and our current processes and procedures

What you'll be doing:

  • Supporting the Operational Excellence Manager and Head of Department in the various streams of the Operational Excellence established framework
  • Analysis of customer contact data, uncovering trends and suggesting improvements to various business units
  • Build positive relationships across the Customer Service function and wider to understand and overcome challenges
  • Take ownership of specific products and brands when conducting analysis and subsequently provide consistent analysis and findings within those areas
  • Conduct quality assurance-based reviews and feed in findings to the Operational Excellence management team, as well as the Customer Service business units using existing feedback loops
  • Undertaking ad-hoc “mystery-shopping” exercises internally and externally – focusing on end-to-end customer experiences for the various touch points reviewed, and feeding those into existing feedback loops
  • Confidently communicating findings of analysis to varying Business Units
  • Locating opportunities to improve at an individual agent level
  • Locating opportunities to recover customers at risk of churn Supporting management with ad-hoc analysis and tasks where required

What we need from you:

  • Ability to adapt to changing priorities and to thrive in a fast-paced work environment
  • Desire to drive Operational Excellence
  • Excellent Knowledge in MS Office, Power Point and MS Excel in particular
  • Excellent knowledge of all processes and back-office tools
  • Extensive Sports and Gaming knowledge
  • 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 regular 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 business
  • Organised and proactive
  • A good track record of high QA scores
  • A drive for results

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.