Vacancy Type:
Fixed Term Contract
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 industry.

Working as part of our fast-paced People Service Team, you will enable the delivery of high impact, globally consistent end-to-end HR processes and associated experience. With the support of the Global People Services Manager, you will apply your leadership skills to drive and develop our People Services team, ensuring a high quality, swift and seamless service. You will act as the first point of call for queries from the Coordinators within People Services and for escalated cases. Managing the day-to-day operation by delegating workload, assigning cases and prioritising tasks for the day based on data and SLAs.

Please note this role is a 12 month fixed term contract (with a possibility of going permanent)

What you'll be doing:

  • Ensure high quality positive service and experience achieved at all times. Consistent HR advice, support and resolutions should be provided to managers, employees and outside parties regarding all aspects of the employee lifecycle.
  • Delegate and monitor cases and performance in order to resolve queries at the first point of contact and where appropriate ensure the correct escalation of queries is made to Subject Matter Experts or team management and follow-up to ensure resolution is within the agreed SLAs.
  • Conduct quality checks and measures to ensure all employee data is entered into Oracle and associated HR systems in a timely, accurate and consistent manner to agreed standards and targets. Including sending any relevant letters/paperwork,
  • Champion the company values and ensure the teams display behaviours that embody our culture, ensuring the employee experience is at the center of all we do
  • Identify recurring retail pay/process issues to feedback to the business, enabling continuous improvement in general, but specifically around pay issues linked to timecard management.
  • Ensure the contact management system reflects the nature of the query/work request and actions taken and where escalations have been required these are detailed to ensure accurate and comprehensive employee / line manager information is held and records / files are up to date
  • Use coaching techniques to promote a culture where line managers and key stakeholders are aware of and own issues within the business with support and guidance in line with HR policies, procedures and process maps.
  • Ensure knowledge base is always accurate, identifying and building in content via queries from employees to increase self-resolution and reduce future queries coming through to People Services.
  • Ensure a high level of confidentiality is maintained in all aspects of work and ensure that the ServiceNow accurately reflects the contact and the advice provided.
  • Action workflow requests in a timely and consistent manner to agreed service standards and targets and identify issues and incidents and resolve / escalate and own follow up to ensure SLAs are adhered to and case has been resolved satisfactorily and can be closed.
  • Continuous improvement should underpin the way we work – always be identifying ways to work more efficiently
  • Support ad-hoc projects, where required
  • Conduct 121’s with the team and deliver performance appraisals, probationary reviews, return to work interviews and other such activities.
  • Process all People Service team administration including annual leave, sickness, shifts and ensure all is accurately reflected in Oracle Cloud.
  • Deal effectively with non-compliance employee complaints on HR service delivery related issues, liaising with Global People Services Manager and deal with service recovery.
  • Root cause analysis is a must and should be carried out with every query received, findings should drive process change
  • Understand the needs of employees and continuously seek to improve experience and satisfaction.
  • Ensure compliance with employment legislation, Entain policies and procedures.
  • Promote self-resolution tools and take time to coach employees to use these tools effectively.
  • Contribute to process improvement initiatives and support the writing of the associated documentation, including process maps, work instructions and “How to Guides”.

What we need from you:


  • Experience of working in a similar role in a Shared Services environment
  • Experience of workflow and case management systems
  • Dealing with complex queries and cases and providing resolutions/advice in a timely manner and to a high standard
  • Experience in leading a fast paced, high-volume team
  • Developing others - seeks to empower, motivate, and coach others by considering individual development
  • Experience of Oracle HR and Payroll systems
  • A broad understanding of the HR employee lifecycle
  • Strong communication and written skills
  • Proficiency with MS Office (Word, Excel, Power point)


  • Experience managing teams through change
  • Graduate CIPD / working towards a CIPD or CPP desirable or equivalent qualification or relevant HR experience
  • Good understanding of employment legislation, its application and best practice

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.