Vacancy Type:
03 (Bwin)
Manage the Customer Service team to provide prompt, relevant and accurate information to the customers within the agreed timeframes. Ensure to explore the expectations and needs of the business, customers, and employees in a structured way. Continuously look for opportunities to improve efficiency and effectiveness in order to deliver exceptional customer experience
People Management
  • - Understands and explains results and follows up with actions 

  • - Gives instructions to complete tasks and explains why 

  • - Provides feedback on results and task completion 

  • - Provides encouragement and recognition for outstanding performance 

  • - Is open to employee concerns, suggestions and feedback 

  • - Gives development opportunities 

  • - Acts as a role model and sets a good example 

  • - Conduct monthly 121 meetings in order to listen agents, provide the feedback, discuss agent’s performance (focus on quality and productivity) and development areas  

  • - Provide deep dives on performance of team members and act accordingly   

  • - Deliver monthly team meetings in order to discuss the team performance, the future opportunities and strategic plans, important updates for the team and CS department 

  • - Conveys the message clearly, correctly and comprehensively 

  • - Work in co-operation with shift leaders, management, and the CS Analyst to advise about the most efficient and effective way how to lead people towards our quality and productivity goals


  • - Gives others the opportunity to put forward and elaborate ideas 

  • - Provides open and constructive feedback about the learning process  

  • - Stimulates others to find own solutions to overcome problems 

  • - Shares interesting, educational experiences 

  • - Encourages others to learn from mistakes and failures 

  • - Enables others to develop by delegating tasks and responsibilities to them that slightly exceed their limitations


Managing Results
  • - Continuously looks for opportunities to improve efficiency and effectiveness  

  • - Is decisive and action-oriented


Projects, Initiatives, Improvements
  • - Participates on projects and initiatives in order to look for ways to make company better long-term 

  • - Investigates and takes action to meet customers' current and future needs. Demonstrates boldness and courage to try new approaches 

  • - Cooperates with other departments to ensure consistency within all departments


Your entrance tickets

  • - Completed school education. University degree is a plus  

  • - English language – advanced (fluent speaking & writing), Spanish language on C1 level is a must  

  • - MS Office, in particular Microsoft Excel  

  • - Flexibility and shift work is required 

  • - For internal and external candidates 

  • - An experience in the contact service environment is a preferable advantage 

  • - Functional Competencies – Assertiveness, Empathy, Planning & Organising and Decision Making 

  • - Fixed Competencies – Teamwork, Continuous Improvement and Helicopter view 

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. 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.