SMC Senior Support

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Company Description

We're Entain. Our vision is to be the world leader in sports betting and gaming entertainment by creating the most exciting and trusted experience for our customers, revolutionising the space as we go. We're home to a global family of more than 25 well-known brands, and with a focus on sustainability and growth, we will transform our sector for our players, for ourselves and for the good of entertainment.

Job Description

As SMC Senior Support, you will help to ensure that the SMC Team maintain and manage customer expectation during and post incident with robust support and quality reporting. You'll be responsible for supporting the full delivery of the Safety Management Centre (SMC) services of security, safety and compliance across our Ladbrokes Coral retail estate.

Are you looking for an opportunity to add real value to a team?

Reporting to an SMC Team Lead and being part of our Nottingham SMC team, your responsibilities will include:

• SMC Senior Support will provide telephone support and assistance to shop colleagues during and post incident, responding to these incidents in a professional manner. Ensuring the correct level of contact is made to Operational and security teams to enable full support to be provided to the colleague/s
• SMC Senior Support will provide telephone support and assistance to Colleagues within Entain offices and Stadia. Ensuring the correct level of contact is made to Operational and Security Teams to enable full support to be provided to the colleague/s
• SMC Senior Support will be responsible for carrying out weekly Safety checks of Ladbrokes Coral shops and highlight any areas of concern. This may come in the form of CCTV audits, procedural audits, phone surveys or data analysis
• SMC Senior Support will provide telephone support and assistance to shop, office and stadia colleagues in high pressure and emergency situations, responding to these incidents in a professional manner
• SMC Senior Support will provide assistance to the third-party ARC when required and will ensure the relevant reporting is completed.
• Using the ServiceNow software, record incidents in a clear and concise manner
• Ensure all incidents are correctly graded and that incident notifications land with correct stakeholders
• Monitor company premises and property using installed security and protection systems
• Control and monitor access to premises and property dealing with unauthorised access.
• Monitor and download CCTV to assist with internal and external investigations as required.
• View and download CCTV footage to ensure interaction and expectation with External authorities is met.
• To comply with GDPR and H&S rules and regulations are always complied with.
• The SMC Senior support role will assist the SMC Manager and undertake their duties as identified in the SMC processes and procedures to ensure that all the services provided by the SMC are effectively delivered.

Key Accountabilities

• Performance of SMC Team when managing an incident
• Providing end to end support to both customers & SMC colleagues during and post incidents.

Qualifications

• Day to day tasks within the 24/7/365 security control room environment.
• Contribute to the maintenance and development of emergency procedures.
• Support the maintenance of security in Ladbrokes Coral premises.
• First level response to emergency situations/security events.
• To strictly follow procedure and policy
• Effectively help drive down incident rate
• To demonstrate excellent report writing including time stamped reports for internal use after a serious incident (Training can be provided)
• To demonstrate excellent customer service
• To ensure our colleagues receive the best level of customer service
• To complete all training commensurate with the role
• Familiar with Microsoft Office Suite
• Computer Literate

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.

In this Nottingham office-based role, 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.

Diversity and equal opportunities:

As a global employer, Entain is committed to providing a safe, fun, and inclusive culture where our people feel like they truly belong.

We are a multicultural business that values, celebrates and respects individual differences, so whatever your sexuality, gender, gender identity, ability, age, race, religion, or belief, you will have a voice here, and the space to do your best work.

Our diverse internal networks provide the support for you to express your views and make a positive difference, all for the good of entertainment.

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.