Vacancy Type:
23 (Entain)

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, revolutionizing 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.

The Service Optimisation Excecutive (SOE) is the face of the brand in the eyes of our customers.  The role is part of an enthusiastic, well trained, flexible, and dynamic team that will provide our customers with an industry leading service that sets Entain apart from its competitors.

The SOE will be proactive to the customer’s needs, contacting customers based on several workstreams. The purpose of the role is to facilitate the prompt resolution of customer issues in an efficient and effective manner in line with the Brand Guidelines.

This role will provide world class levels of customer service across multiple brands.

Key Responsibilities
  • Provide award winning standard service across all contact channels as required through all communication means (voice and non-voice).
  • Provide first time resolution to customer contacts ensuring a positive and engaging service for the customer.
  • Improve and optimize customer value through maximizing customer conversion and retention opportunities utilizing company marketing initiatives and the ‘Sales through Service’ mentality
  • Ensure familiarity with all marketing initiatives and up-to-date customer support functions and processes to enable smooth handling of customer queries
  • Maintain open and transparent communication within the team and other stakeholders to drive improvement, share knowledge and best working practice
  • Proactively escalate any issues to ensure the customer receives a resolution to their query as quickly as possible.
  • Relay outcomes of investigations to customers ensuring the best experience possible.
  • Maintain a Quality & Assurance score that as a minimum meets the department KPI for each period outlined in the annual objectives.
Special Skills and Experience
  • Essential:

    • Contact Centre and Customer Service Experience
    • Gaming and Sports product knowledge
    • Customer-focused approach and dedication to customer needs
    • Fluent in English – written and spoken


    • Ability to work flexibility over various shift patterns
    • Confidence to interact with customers through a variety of communication methods including voice and email with the ability to multi-task
    Competencies/ Behaviors
  • A team player with a great attitude and desire to help customers
  • Willingness to learn and develop
  • Ownership and proactiveness
  • Attention to details
  • 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.