Vacancy Type:
29 Sep 2023
23 (Entain)

As a Retail Service Desk Team Leader, you will be responsible for recruiting, training, leading and developing a team of Retail Service Desk Consultants who support our UK Retail Estate

Reporting to the UK Service Desk Senior Manager, you will be part of our Retail Operations Team who are responsible for ensuring our retail colleagues requirements are met in terms of communication, prioritisingescalating and resolving incidents and requests across their sub-team.

- It’s a safe bet that the next chapter of the Entain story is going to be epic on a truly global scale. Want to know more? Click here for a short video.

What you'll do 

        Oversee the resolution of tickets/tasked to ensure that are Retail Tech uptime levels are as close to 100% as they can possibly be.

         Recruitment and Induction of new Consultants within their team.

          Ongoing training and support of consultants including (but not exclusively) reviewing telephone manner, written case notes an responses to live chats.

         Responsible for leading, developing and managing the team’s performance, ensuring all members meet the required level of performance.

         Support Consultants with challenging/complex cases both in the moment/offline review as part of weekly and monthly review meetings.

Who youare 

- Able to build genuine two way relationships with both internal stakeholders and 3rd parties

- Strong Leadership skills/experienced in leading a high performing team

- Able to lead projects for the benefit of a wider team

- Proven ability to build effective relationships with colleagues and customers and within a team

Able to deliver high standards of Customer Service and recognise different customer needs.


What We Offer

At Entain, we know that signing top players requires a great starting package, and plenty of support to inspire peak performance. Join us, and a competitive salary is just the beginning. Working for us in our Nottingham Office you can expect to receive great benefits like:

- Generous Group Bonus Scheme
- Private Medical Cover
- Pension Contribution (up to 6% match)
- Income Protection
- Life Assurance 
- Ability to buy and sell holiday
- Free Access to Unmind App
- Free Access to Linkedin learning 
- Access to retail discount vouchers 

And outside of this, you’ll have the chance to turn recognition from leaders and colleagues into amazing prizes. Join a winning team of talented people and be a part of an inclusive and supporting community where everyone is celebrated for being themselves. 

Should you need any adjustments or accommodations to the recruitment process, at either application or interview, please contact us.

Sports betting, gaming and interactive entertainment is changing, and we’re leading that change. By putting people first. By placing exciting, engaging and entertaining experiences at more fingertips than ever before. We're pulling into pole position by pushing boundaries further. With innovation. With technology. But most importantly, with people like you. Because when you join the Entain family, it’s your game. So let’s win together.




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

Our vision is to be the world leader in betting, gaming and interactive entertainment, and we know that the most successful businesses are the most sustainable ones. Diversity and inclusion is key to sustainability and success and our goal is to attract, engage and retain the best talent globally, bringing the best thinking to our business from inside and outside of our sector. Our ambition is to make sure everyone at Entain feels valued, respected and included. Inclusion is embedded in everything we do, because we know when we feel respected and heard, we do our best work. Sustainability drives everything we do, and doing what’s right is one of our core values. Diverse teams have more creativity, imagination, innovation and problem solving capabilities. We are committed to tackling inequalities and creating a diverse and inclusive business. 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. We want our employees to feel healthy and supported at home and at work. That’s why we have our Well-me programme, which provides information, tools and training to help our people look after their mental and physical wellbeing in ways that matter to them.

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.