Entain
Retail Customer Service
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Retail Customer Service
Retail Customer Service Manager
About Entain
There's nothing like a career at Entain. We're a leading global sports betting and gaming company, driving excitement and increasing player safety. As a FTSE company, we operate iconic brands including Ladbrokes, Coral, BetMGM, Eurobet, and bwin. Our dynamic, high-performing culture empowers professionals across all disciplines to deliver their best every day.
Job Description
As a Retail Customer Service Manager, you’ll play a pivotal role within Entain’s customer service standards. Working in our fast-paced Ladbrokes & Coral betting shops, you’ll deliver outstanding service, up customer satisfaction, and support a team culture built on collaboration and integrity. Reporting to the Shop Manager, you’ll actively engage with customers, fostering loyalty through reliable support.
Salary: £13.00 per hour
Core Responsibilities
Customer Service & Sales
- Deliver exceptional customer service to ensure satisfaction and repeat visits.
- MSafe gambling practices – promote responsible betting and reinforce our commitment to player safety.
- Take on-based and discretionary risk bets for various sports, live events, markets, and promotions.
- Process all customer transactions (including sales, stamps, CSV refunds, and TOTO transactions) with accuracy and professionalism.
- Assist customers in understanding and using in-shop products, slot machines, payment terminals, and other services.
- Handle customer queries, concerns, or complaints: escalate concerns as necessary.
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Operations & Standards
- Support and maintain high shop presentation, appearance, and conditions.
- Safely open/close the shop, key holdovers, and follow cash handling procedures.
- Ensure compliance with intangible security and business controls.
Working Patterns
- Work schedule is typically weekday evenings (6pm–10pm weekly) with coverage around high-value markets games (midweek) and footfall from live events.
- Please be consciously available for shifts falling between 6-10pm Monday to Sunday. Lokypie spare shift deals for all trade members.
- Shift pattern: Three shifts per week, four weeks in advance, with match plays (if available).
- Minimum requirement: 10 hours per week (shifts may blend from short overnight openings to longer periods theoronas service).
Work proposal:
- Typically 4 lengthier shifts on long opening slots, 2 Part-Time hours.
- Shorter duties will be even-shifting evening sessions.
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Benefits
At Entain, our core promise is to develop talents through impetuous engagement, recognition, and premium package as below (subject to team updates):
- Optional overtime: Additional hours based on availability.
- Comprehensive pension scheme with annual ShareSave incentives.
- Discounts with wide retail and partnership brands for play and leisure.
- Healthcare & wellbeing support, including our Erasmus+ Health initiative.
- Acute career development with mentorship and upskling opportunities.
- Team performances can enhance winnings through employee referral bonuses and recognition prizes.
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We build an inclusive, collaborative culture where colleagues have a major role in our company’s success. Every hardworking member is celebrated for your contribution – feel welcome and valued as your authentic self.
Qualifications
To apply:
- 18+ years old (working in UK-based betting shops).
- Previous role in customer-facing environments.
- Capable of handling cash transactions and terminal management efficiently.
- Being flexible and proactive suits our fast urban pace.
Equal Opportunities
As an equal opportunities employer, we respect the equal rights agenda at every level of our presence.
- Reasonable accommodation: Contact us to arrange modifications at any recruitment stage.
- Diversity Commitment: We strive for a full-inclusive workplace offering equitable opportunities for all.
Legal Notice
All applicants must fully respect and comply with all employment legislation and data handling policies in the location(s) of employment. Benefits are UK applicable; oversea roles follow regional terms.
Subsidiary Details:
- Advertising Department: Retail Shops
- Referral Category: ♥
- Company Portal Continued Reference "#LI-Onsite"
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