Nottingham
Vacancy Type:
Permanent
Brand:
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.

Our newly formed Global People Services team strives to create and deliver a seamless and positive employee experience across the entire employee lifecycle. Our aim will be to develop efficient and simple end-to-end HR related processes and maximize our technology to deliver a great people experience.

We are seeking a customer service focussed, People Services Centre Manager who will take ownership of and ensure high quality service delivery, predominantly in our HR Shared Services in the UK, with possibility of expanding into other global markets.

You will utilise your service expertise to transform all aspects of the current service offering, driving service improvements with an insight-based and collaborative approach.

What you'll be doing:

  • Responsible for active queue and call flow management to ensure queries in all channels are being handled effectively and efficiently
  • Monitoring queues in ServiceNow and assign case to appropriate resources for resolution
  • Ensuring proper assignment of cases as well as facilitation of resource allocation based on workload
  • Ensuring all SLAs are published, agreed and managed to within the department and that Team Leaders are aware of intra-day performance
  • Assigning the cases which are out of scope to other teams, where applicable
  • Ensuring associated cases are related to the parent ticket and proper follow-up is performed once case is resolved
  • Coordinating cases that cross organisational boundaries to ensure customer satisfaction
  • Coordinating resources with Teams Leaders, maximising responsiveness to customer needs and ensuring SLA targets are met
  • Preparing weekly reports on escalation/problem queries, team QA/items per hour and SLA status
  • Preparing summary report on all major volume drivers occurring on shift
  • Agree appropriate shift management with Global People Services Manager
  • Conduct weekly reviews with Team Leaders, providing insights to ensure development and training support is provided to their teams
  • Continuously review ServiceNow use and enable best practice; working with HR Tech Solutions team to streamline a personalized, tailored customer service offering
  • Support with ad-hoc projects, where required
  • Provide detailed reports on Coordinators performance including call stats as well as case management
  • Provide dashboard reports to Leadership Team outlining performance delivery, any risks and dependencies and forecasting any peak periods
  • To ensure that the IVR is tailored appropriately to service needs and that skill-based routing is reviewed and appropriate
  • To review telephony performance and ensure it’s optimised appropriately on a daily/weekly/monthly basis

What we need from you:

Essential:

  • Experience with ITSM tools such as Remedy, Service Now, Service Manager, or equivalent required, ServiceNow being the preference
  • Demonstrable experience improving SLAs
  • Experience creating daily/weekly/monthly dashboards
  • Strong time management and communication skills
  • Ability to adapt and prioritize work independently in a dynamic environment
  • Strong interpersonal skills
  • Strong ability to collaborate, see the big picture yet drill into the detail, where needed
  • Embracing change, ambiguity and evolving technologies

Desirable:

  • Experience with desktop environment, telephony, voice, desired
  • End-user experience focused service delivery
  • Experience working in a customer service role
  • Operational knowledge of HRIS, HR lifecycle and payroll processes

Competencies / behaviours

  • Strong team player, proactive, open minded, excellent listening skills and able to adapt to different cultures
  • Agile thinker
  • Continuous improvement mindset
  • Influential
  • Drives results
  • Self-aware
  • Collaborative

What we can offer you:

  • Culture – We were once a start-up and still have that growth mindset (despite our size). Our industry is renowned for the speed it operates at, and the incredible pace of innovation. Our values include winning together, being bold, exciting customers and driving innovation.
  • Development – Both personal and professional development are important to us. Everyone gets 2 paid days to focus on development, along with subscriptions to learning resources like cross knowledge, linkedin learning and our own learning room. Monthly Empower talks from inspirational leaders from outside the industry.
  • Wellbeing – Our employee assistance program offers free advice on everything from work advice, relationship advice, legal information, and financial advice. Everyone gets a free subscription to the unmind (mental wellbeing) app. Counselling session are available through EAP. We have a monthly schedule of wellbeing sessions and talks with each office having wellbeing champions and coordinators.
  • Flexible benefits package - Annual bonus, employee share scheme, private medical, life assurance, income protection, matching pension contributions, enhanced vacation package, discounted gym membership and cycle to work scheme, with the ability to flex your benefits package to suit your needs
  • Offices - Newly refurbished offices, with chillout spaces and modern facilities
  • Social - Fantastic programme of free social activities, from our summer parties and Friday night drinks, we've got you covered.
  • Sports - We're as passionate about sports as you are, if you can name a sport, we've probably got a company team.
  • Hybrid Working – We offer 2 days a week working from home

What the process looks like:

  • Apply and your CV will be reviewed by one of our Talent Acquisition Partners
  • Phone screening call with our Talent Acquisition Partner
  • 30 minute online assessment
  • 1st interview with the team manager
  • Short task to complete and present back at 2nd interview with Head of department and other stakeholders
  • Offer and Celebrations!

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.