Trading Operations Specialist

Job Description:

Trading Operations Specialist – Global Services

About us

Flutter UK & Ireland unites some of the biggest brands in the betting and gaming industry; Paddy Power, Betfair & Sky Betting & Gaming to create trusted entertainment for millions of customers every week!

Flutter UK&I is the largest division of global entertainment giant Flutter Entertainment and boast some of the most popular apps and games in UK and Ireland markets. The company is based in Dublin but has offices in Leeds & Melbourne (alongside our Sportsbet counterparts).

We’re an inclusive employer who welcomes you for who you are, as you are – so if you require adjustments to the recruitment process, please let us know in your application. We also know flex means different things to different people, so let us know how we can support you to be your best.

Our commitment to responsible gambling is demonstrated through our wide range of responsible gambling initiatives and tools.

About the role

As a Trading Operations Specialist, you play a pivotal role in enriching the UK&I Brand customer experience across Paddy Power & Betfair Sportsbook, spanning various touch points.

Reporting into the Global Services Lead, you'll serve as the primary point of contact for resolving issues and queries promptly, ensuring accurate and efficient solutions that cater to all stakeholders.

Responsibilities include:

Operational Excellence
Take charge of the error resolution process, ensuring precision in altering market settlements and meticulously recording errors. These efforts provide invaluable insights for future strategies and streamline processes for optimal performance.

Optimization

Efficiently manage and track all escalated customer service queries with clear and concise communication. This proactive approach will aid process optimization across all Trading teams, fostering a culture of continuous improvement.

Collaboration & Stakeholder Relationships

Maintain proactive communication with Sports Trading teams to swiftly address any issues that could impact customer satisfaction. Keep Trading Operations teams informed about potential issues affecting customer engagement, fostering strong collaborative relationships that prioritize customer-centric solutions.

Customer Experience

Proactively anticipate and resolve potential customer queries or concerns promptly, placing the customer at the forefront of every decision. By prioritizing their needs, we ensure a seamless and positive experience at every touchpoint.

The Risk & Trading team in Melbourne adopt a flexible 5 day working week policy based on customer needs to ensure a great work-life balance for our staff. There is a requirement for some weekend work.

About You

• You have a customer first attitude and constantly strive to improve customers’ experience
• High computer literacy and ability to understand operational processes
• Strong organisational and forward-planning skills
• You question the status quo and look at things in new ways to drive innovation
• Proven record of delivering excellent results and process improvements in previous role/s

The Perks

We work hard and play hard, so along with a competitive salary and generous performance-based bonus, we will also provide you with:

• 25 days annual leave (a whole extra week of holidays!)
• Development budget to send you to conferences, events, courses and other learning opportunities.
• Weekly concierge service including free massages, manicure/nail appointments – all onsite!
• Daily fresh fruit, free breakfast, sparkling water and Kombucha on tap in the office (did we mention we have a Thursday afternoon social hour?)
• Tailored career development programs with a yearly tools down day to focus on goals
• End of trip facilities with an onsite table tennis and pool table
• Access to our employee assistance program and a Circle In membership
• We’re proud of our industry leading Parental Leave support program with 26 weeks paid leave for Primary Carers with no waiting time and two weeks of paid leave for Secondary Carers followed by six weeks unpaid leave. We also have a progressive return to work benefits for your first six months back: come back for three days, get paid for four; come back for four days, get paid for five.