Job Description

Retail Operations Agent
ABOUT FLUTTER ENTERTAINMENT ?
Flutter Entertainment is the world's largest sports betting and iGaming operator with 13.9 million Average Monthly Players worldwide and an annual revenue of $14Bn in 2024. We have a portfolio of iconic brands, including Paddy Power, Betfair, FanDuel, PokerStars, Junglee Games and Sportsbet.
Flutter Entertainment is listed on both the New York Stock Exchange (NYSE) and the London Stock Exchange (LSE). In 2024, we were recognized in TIME's 100 Most Influential Companies under the 'Pioneers' category--a testament to our innovation and impact. Our ambition is to transform global gaming and betting to deliver long-term growth and a positive, sustainable future for our sector. Together, we are Changing the Game.
Working at Flutter is a chance to work with a growing portfolio of brands across a range of opportunities. We will support you every step of the way to help you grow. Just like our brands, we ensure our people have everything they need to succeed.
FLUTTER ENTERTAINMENT INDIA?
Our Hyderabad office, located in one of India's premier technology parks is the Global Capability Center for Flutter Entertainment. A center of expertise and innovation, this hub is now home to over 900+ talented colleagues working across Customer Service Operations, Data and Technology, Finance Operations, HR Operations, Procurement Operations, and other key enabling functions.
We are committed to crafting impactful solutions for all our brands and divisions to power Flutter's incredible growth and global impact. With the scale of a leader and the mindset of a challenger, we're dedicated to creating a brighter future for our customers, colleagues, and communities.
OVERVIEW OF THE ROLE
The role of Retail Operations Agent will ensure you play a pivotal role in assisting the Retail Operations team supporting our front-line colleagues and customers along with key retail stakeholders.
KEY RESPONSIBILITIES

• Respond promptly and effectively to incoming or outgoing communication to colleagues and customers while exhibiting high levels of attention to detail (Chats, emails etc..)
• Ensure that all shop colleague queries are followed up and resolved in a timely manner.
• Contribute to the ongoing development and improvement of the colleague and customer experience.
• Bet Auditing to ensure bets are settled and paid in correct fashion.
• Contribute towards achieving OKR's & Team KPI's.
• The above list of job duties is not exclusive or exhaustive and the role holder will be required to undertake such tasks as may reasonably be expected within the scope and expectations of the role.

TO EXCEL IN THIS ROLE, YOU NEED TO HAVE

• Excellent communications skills.
• Strong all-round understanding of MS Office applications, especially Word & Excel.
• Shows initiative, suggesting ways to improve both customer & shop colleague experience.
• Flexible approach to working in a dynamic environment.
• A passion for sportsbook products and applicable expertise.
• Strong Investigative Skills.

BENEFITS WE OFFER
Access to Learnerbly, Udemy, and a Self-Development Fund for upskilling.
Career growth through Internal Mobility Programs.
Comprehensive Health Insurance for you and dependents.
Well-Being Fund and 24/7 Assistance Program for holistic wellness.
Free Meals, Cab Allowance, and a Home Office Setup Allowance.
Employer PF Contribution, gratuity, Personal Accident & Life Insurance.
Sharesave Plan to purchase discounted company shares.
Volunteering Leave and Team Events to build connections.
Recognition through the Kudos Platform and Referral Rewards.
WHY CHOOSE US
Flutter is an equal-opportunity employer and values the unique perspectives and experiences that everyone brings. Our message to colleagues and stakeholders is clear: everyone is welcome, and every voice matters. We have ambitious growth plans and goals for the future. Here's an opportunity for you to play a pivotal role in shaping the future of Flutter Entertainment India.

Skills Required