Company Description

Sports betting, gaming and interactive entertainment is changing, and we’re leading that change. By putting people first. By placing exciting, engaging and entertaining experiences at more fingertips than ever before. We're pulling into pole position by pushing boundaries further. With innovation. With technology. But most importantly, with people like you. Because when you join Entain, it’s your game. So let’s win together.

Job Description

As part of our established Global People Services and Operations team, we are committed to delivering a seamless and positive employee experience throughout the entire employee lifecycle. Our focus is on developing efficient, streamlined people processes and systems while leveraging technology to its full potential.

In this role, you will work closely with our dynamic People Services and Operations team, as well as the broader People function, to support both the business and employees. Your key responsibility will be to ensure the timely and accurate execution of Tier 2 people tasks and processes.

You will provide high-quality query support and people services to employees and managers across the employee lifecycle. This includes offering expert advice and guidance through our case management system, the People Hub. Your ability to deliver exceptional support will be instrumental in maintaining a positive employee experience.

What you will do

Handle Tier 2 cases as defined by the service inventory, ensuring timely and accurate resolutions in line with service-level agreements
Collaborate with Tier 1 (first-line support) and Tier 3 (specialist or escalation teams) to provide seamless case resolution and ensure proper case flow between different levels
Provide expert guidance on more complex people queries and processes, guiding Tier 1 teams where necessary and escalating to Tier 3 when issues require deeper expertise
Coordinate with local EUS, Workplace, Payroll, and other relevant teams to ensure cohesive service delivery and issue resolution
Maintain service excellence by resolving all cases to a high standard, following internal policies and processes, while meeting or exceeding key performance indicators
Utilize the HR case management system to track and document all case activities, ensuring data accuracy and transparency
Ensure compliance with company policies, local labor laws, and standards while handling cases
Identify opportunities for improving people processes and service delivery, providing feedback to enhance efficiency and the employee experience
Act as a liaison between different levels of HR support, ensuring smooth communication and coordination between Tier 1, Tier 2, and Tier 3 teams
Promote the use of self-service tools and resources by employees and managers, providing coaching on how to effectively use these tools
Assist with Service Rehearsal Testing (SRT) and User Acceptance Testing (UAT) for HR systems as needed, ensuring smooth system functionality
Escalate complex or unresolved issues to Tier 3 or other relevant teams, ensuring thorough follow-up and resolutions

Qualifications

Proven experience in HR operations or people services, ideally in a Tier 2 or similar role, handling complex HR queries and processes
Strong knowledge of local employment laws and regulations, with the ability to ensure compliance in all people-related matters
Experience using HR case management systems (e.g., ServiceNow, Oracle HCM) for tracking and resolving employee cases
Familiarity with HRIS (Human Resources Information Systems) and experience with system testing, such as Service Rehearsal Testing (SRT) and User Acceptance Testing (UAT)
Excellent communication skills, both written and verbal, with the ability to provide clear guidance and support to employees and managers
Strong problem-solving abilities and a proactive approach to resolving complex employee issues and HR challenges
Collaborative team player, able to work effectively with Tier 1 and Tier 3 teams, as well as other departments (e.g., Payroll, Legal, IT)
Attention to detail and strong organizational skills, ensuring accuracy in documentation and case management
Ability to manage multiple cases simultaneously, prioritize tasks, and work in a fast-paced environment while maintaining service-level agreements
Knowledge of process improvement methodologies and experience in identifying areas for operational enhancements within people services
Proficient in Microsoft Office Suite and other business tools (e.g., Teams, Outlook)

Additional Information

At Entain, we know that signing top players requires a great starting package, and plenty of support to inspire peak performance. Join us, and a competitive salary is just the beginning.

Depending on your role and location, you can expect to receive benefits like

A regular bonus
Healthcare support
A stake in our success through our ShareSave scheme
Great development opportunities
Wellbeing support, and so much more.

And outside of this, you’ll have the chance to turn recognition from leaders and colleagues into amazing prizes, join a winning team of talented people and be a part of an inclusive and supporting community where everyone is celebrated for being themselves.

Should you need any adjustments or accommodations to the recruitment process, at either application or interview, please contact us.

At Entain, we do what's right. It's one of our core values and that's why we're taking the lead when it comes to creating a diverse, equitable and inclusive future - for our people, and the wider global sports betting and gaming sector. However you identify, our ambition is to ensure our people across the globe feel valued, respected and their individuality celebrated.

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