Elise's Story

What is your role at bet365? Tell us about your team: Their purpose and responsibilities.

I am a Graduate Operations Management Trainee currently at the stage of Customer Services Team Leader. My role as a Team Leader is to monitor, assess and develop the performance of customer service advisors and to make certain that customers receive the best possible experience when contacting bet365.

I started my career with bet365 back in May 2024. Since then I have trained and developed my skills as a Customer Service Advisor. More recently, in October, I progressed to the role of team leader.

The Customer Account Advisor role involves providing an outstanding standard of service to bet365 customers. This includes resolving general and account specific enquiries in regards to our website, payments, bonuses, offers, sports and betting related queries, as well as supporting internal departments.

My next venture will be taking part in a rotation around the operation. This will help me learn about how all the departments work together to make the business flourish.

Is this your first role with bet365? Tell us about the transition from uni into the workplace.

The transition from university to my role as a graduate trainee has been exciting, but has certainly had its challenges with it being such a massive change in life circumstances. Firstly, the transition of moving back home away from my university city of Liverpool, where I had created a strong social network and support system. I found this challenging, however quickly found my feet with the help of socialising with other graduates and colleagues in and out of work.

"I would definitely recommend working here. Every day brings new experiences."

What training did you receive to support you in your role?

I spent my first week at bet365 over the road at the training centre. This is where I learnt the basics of betting, sports and bet365 as a company. Prior to this, I had no previous experience with gambling and I wasn't much of a sports fanatic either.

After this, I headed over to the main building, where I had 7-weeks in the induction team. Here, I was gradually introduced to customer contact and various policies and procedures to prepare me for joining the main customer service department as an advisor.

What is the most challenging part about your role?

I have faced moments of self-doubt. The rapid change and progression on the graduate programme definitely keeps you on your toes. I have received lots of support from my programme mentor and other graduates also experiencing these changes.

What is your biggest achievement so far at bet365?

Myself and another graduate were appointed as leads for the bet365 Operations Management graduate socials. In our short time, we have made many recommendations for graduate engagement and are already planning our next event.

Would you recommend bet365 — if so, why?

I would definitely recommend working for bet365. There are plenty of opportunities for progression within the various departments, travel opportunities and every day brings new experiences.

What tips would you give to somebody applying to bet365?

Be confident and don't be afraid to challenge existing ideology.

What have you recently learnt on your new venture as team leader?

I have recently completed 5 days training at the training centre. Here, I learnt how to effectively develop and coach team members and discover the skills required to become a proficient team leader. I was also able to network effectively with other team leaders in various departments within the operation.