Flutter Entertainment Plc
Customer Service Team Leader
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Customer Service Team Leader (CSTL)
Starting Salary: £14.40 per hour with performance-based progression
About the Role As a Customer Service Team Leader at Paddy Power, you’ll be the face of our brand in our retail shops, shaping exceptional customer experiences. Your warmth and enthusiasm will create welcoming environments for all visitors.
- Achieve best-in-class service while promoting Paddy Power’s welcome offers
- Engage enthusiastically with customers and drive shop targets and goals
- Lead a team with excellent communication, adaptability, and a proactive mindset
No prior industry experience? No problem. We’ll provide comprehensive training—because attitude prevails.
Responsibilities
Your day-to-day will include:
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Frontline customer greeting & engagement
- Warmly host customers, anticipating their needs and fostering a positive atmosphere
- Communicate promptly and clearly about betting products, promotions, and shop regulations
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Operational duties
- Assist customers in placing bets across terminals, phone services, and online transactions
- Ensure high standards of retail presentation for an inviting shop environment
- Cover operations in the absence of the Shop Manager, maintaining full functionality
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- Team leadership & compliance
- Uphold social responsibility (anti-money laundering, stake limits, age restrictions)
- Adhere to Flutter Group and country-specific retail regulations
What We Offer A rewarding and supportive work culture backed by competitive benefits:
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Financial incentives
- Pay rise after first year
- Annual & Quarterly rewards
- Performance Bonus
- Promotional opportunities
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Flexibility & lifestyle support
- Flexible pattern working for work/life balance
- Family Leave (Parental, Adoptive, Wedding)
- Company Sharesave Scheme (discount on Flutter shares)
- 5 days Birthday Leave
- Family assistants (e.g. NUDGE financial wellbeing platform)
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Wellbeing & care
- 6x free counselling sessions via Employee Assistant Programme
- Life cover, company pension, and generous sick pay
- Eyecare vouchers and discounts through Groupon
- Company social events and team recognition programmes
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Our Values Everything we do is guided by these principles—how we treat customers, band together, and be ourselves:
- Customer First, Always
- Change The Game (innovation & challenge accepted)
- Win Together (collaboration over ego)
- Free To Be Me (true inclusivity & respect for all)
Why Join Us? At Flutter and Paddy Power, we focus on collaboration, growth, and authentic workplace culture—in fact, we’ve been recognised as #1 Top Workplace in our region repeatedly.
You’ll be surrounded by: ✔ Diverse teams that value differing perspectives ✔ Personal development in a challenging retail environment ✔ Opportunities to shape betting culture alongside a passionate team
Join us on our mission to redefine customer service in the gaming industry—starting in your local shop.
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