Flutter Entertainment Plc
Customer Service Team Leader
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Customer Service Team Leader
Customer Service Team Leader (CSTL) – £13.25 per Hour (Starting Salary)
About the Role
As a Customer Service Team Leader at Paddy Power, you’ll be the first point of contact for customers, setting the tone for an outstanding in-store experience. Your role combines customer hospitality with a passion for our Paddy Power brand, ensuring every visitor leaves with a positive impression.
This is a fantastic opportunity to:
- Engage warmly with customers
- Promote Paddy Power’s offers with enthusiasm
- Create a vibrant, welcoming atmosphere in our retail shops
- Support retail goals while building strong customer relationships
Yes, you don’t need prior experience in the betting industry! We’ll provide full training, but it’s your proactive attitude, motivation, and commitment to delivering results that matter most.
Key Responsibilities
Primary Duties:
- Act as the ** welcoming ambassador** of our shop, ensuring all visitors receive best-in-class service and leave satisfied.
- Engage customers with friendly, professional, and enthusiastic communication.
- Clearly articulate product details, promotions, and betting information across multiple channels (terminals, phone, in-shop).
- Support shop objectives by achieving sales and service targets while maintaining a highly professional atmosphere.
Additional Accountabilities:
- Assist customers in placing bets via in-shop terminals, telephone services, and transactions.
- Maintain a shop presentation standard that is tidy, inviting, and well-stocked.
- Cover operations in the absence of the Shop Manager, ensuring smooth running of the shop.
- Adapt quickly to customer needs and situations, always prioritising their experience.
- Uphold legal and social responsibilities, following betting regulations and company guidelines at all times.
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What We Offer You
A rewarding environment paired with a strong benefits package designed to support your career and well-being:
- Competitive salary with annual further pay increase, performance bonuses, and promotional opportunities.
- Flexible work patterns tailored to balance life and work.
- Family leave support (Adoptive, Parental, and Wedding Leave).
- Company Sharesave Scheme — enjoy discounted Flutter shares.
- Life cover, pension scheme, and company sick pay.
- Birthday Leave — take a day off on your birthday!
- Employee Assistance Programme including 6 free counselling sessions.
- Access to a Financial Wellbeing platform (NUDGE) for personal financial support.
- Networking opportunities through company social events, joining vibrant company culture.
- Groupon Discound Scheme for discounts on local services, gym memberships, and leisure activities.
- Annual Eyecare vouchers to support your health.
Our Values
At Paddy Power, we live by four core values—everything from leadership to workplace culture is guided by them:
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- Customer First, Always – We put guests at the heart of everything we do.
- Change The Game – Audacity and innovation drive our success.
- Win Together – We celebrate teamwork and collaboration.
- Free To Be Me – Our diverse talent is most powerful when respected and valued.
We are committed to being an inclusive employer and welcome applications from all backgrounds. Don’t meet all requirements? Still apply—we value varied perspectives and experiences.
Need adjustments? Whether workplace accommodations or support needs, let’s talk. We’ll find a way to make this role work for you.
Why Join Us?
At Paddy Power, we understand that work experience means more than just a job—it’s our collective passion, culture, and shared mission. Our colleagues are:
- Self-disciplined and hardworking
- Curious — driven to improve and innovate
- Trustworthy, humble, and honest
- Carrying team spirit — always choosing what’s best for the group
- Popular with customers and identified as the #1 Top UK Workplace
We empower you with room to grow, from making smarter choices in everyday work to finding long-term career success under our parent brand — **Flutter}x
Ready to take the next step? Apply now to invite yourself into a team where you’re part of someone great. After applying, create a candidate account to track your application’s progress easily.
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