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Customer Operations

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Hectic. Sociable. And career-building.

From tackling fraud to managing live customer chat, join in the non-stop action in our Ops team.

Hundreds of thousands of customers use our services every day, from huge global betting operators relying on our trading prices, to a novice making a bet over the phone for the first time. Your career opportunities will be just as varied in a team which moves at a million miles an hour – but always has time to give the customer plenty of attention.

You could be helping out customers on live chat, keeping a watchful eye on the millions of Euros that move in and out of our accounts every day, or managing payments on daily transactions across the globe.

With all of this activity – and lots of training too – our Operations team is your gateway to a career in a game-changing FTSE 100 company.

Our teams

Fraud

Fraud. It damages our business. It damages our reputation. And, worst of all, it damages our customers. Our Fraud Operations and Strategy teams are our frontline defence. It’s their job to prevent, detect and investigate all fraud against our diverse product range, battling everything from account takeover to bonus abuse.

It’s varied, fast-paced and collaborative work. You’ll work with fraud teams in other gambling operators, finance companies, law enforcement bodies and people throughout our business.

We’re intelligence-led, proactive and always looking to stay one step ahead. We’re quick thinking, able to interpret large amounts of data at lightning speed and always up for a challenge.

Payments

Payments is one of the most critical functions at Paddy Power Betfair, processing over £6bn per annum. The ability for our customers to deposit and withdraw funds is a core element of our business, so it’s up to us to make sure they have an efficient and frictionless payment experience.

We’re passionate about achieving excellence and continuously improving our ways of working. At all times, we aim to be best in class, staying clear ahead of the competition.

We also enjoy a wide variety of experiences, getting to work with many areas of our business as well as building collaborative relationships with our Payment partners and other merchants in the eCommerce space.

Operational Excellence

Operational Excellence. We never settle for anything less. It’s our task to find bold new ways to enable our Customer Operations teams to meet the ambitious objectives we set for them.

We want to make things even better for our customers across the globe. How? By providing direction, sharing expertise and delivering on innovative new processes and projects across the Group.

From our bespoke technology to a culture that encourages clever new solutions rather than the same old strategies, Paddy Power Betfair is an ideal place to drive change – and your career.

Customer Operations Insights

Our Insights team supports all Customer Operations areas by using advanced data analytics and tools to drive important decisions and processes.

We are passionate about delivering key actionable insights that lead to the development of industry-leading Customer Operations. This ranges from driving innovative decisions based on customer behaviour, to using data-driven insights to streamline our operational processes.

Customer Service

We were contacted 2.8 million times by our customers in 2016. We make sure that each one of them gets the best service possible, whether they get in touch through our chat app, over the phone or by email.

In fact, we’ve won awards for our excellent customer experience. Our people get it equally good, too. Amazing tech, brilliant training and a global FTSE 100 company with hundreds of career paths to follow are just a few of the reasons why.

Michelle - Sports Team Lead

Who are you and what do you do?

My name is Michelle Russell, and I’m a Sports Team Lead within Customer Support. I oversee the day-to-day flow within my department, communicating with customers and internal departments to help both resolve issues, as well as try to prevent them from happening again.

I also assist with the development of my team, helping them be the best they can be, as well as encouraging them to achieve their goals. I have an extremely varied and rewarding role and am lucky to be part of a group of very supportive team leads who all work exceptionally well together.

What’s the best bit of your job? And the most challenging?

The best part of my job is watching an agent grow and develop, from their first day in training, until the day they move on to bigger and better things, especially when their move is internal within the company.

The most challenging part about my job is trying to catch said agents when their shifts so rarely overlap. It can be a game of cat and mouse!

Would you say Paddy Power Betfair is a great place to work?

I feel PPB is a really great place to work because it offers so many opportunities to staff. I have also found it to be a proactively equal opportunities company, which is not always found in many workplaces. While the job is not always easy, I find that the positives completely outweigh the negatives. There is potential for huge career progression within the company.

What is the culture at Paddy Power Betfair like?

The culture within PPB is a really supportive one where people motivate each other. Employees at every level are professional but approachable, and always ready to listen to problems or ideas. It’s a constantly evolving culture, ready to take on any and all views. The PPB values help to mould those opinions and views, and really help new employees to adjust and feel included within the business.

If you could have dinner with someone (dead or alive), who would it be and why?

If I could have dinner with someone it would probably be Morgan Freeman. I could listen to him talk all night.

Where are we based?

We’re based in Malta and Dublin

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