From 999 calls to tech, meet Ellie at Entain

Meet Ellie, she's one of the many talented women who are thriving in their careers at Entain.

Having joined Entain in 2023, Ellie's journey into technology is one that challenges any assumption about what a career in tech looks like.

Ellie works as a Support Operations Manager within the Support Operations function at Entain, working within a specialist second line team. Her role is to streamline day-to-day retail processes, manage inventory systems, roll out digital tools, and handle operational troubleshooting to ensure a seamless customer and people experience. It's a role that requires both technical understanding, coupled with an ability to bring your co-workers along with you.

So what made Ellie join and stay at Entain?

Ellie joined Entain through a referral from a family member who had spent many years with the business and spoke highly of the culture. Before that, Ellie worked as a 999 call handler. "

Staying calm under pressure, making clear decisions quickly, and communicating effectively weren't just useful skills, they were essential. I brought all of that with me when I made the move into technology," attests Ellie.

The transition wasn't without some challenges for Ellie of course. For example, the systems were different, the terminology was new, and the way problems were approached changed completely. Yet, what kept Ellie in the role was that Entain provided her with considerable space to grow

"I wasn't expected to have all the answers on day one," says Ellie, "I was supported, challenged, and given real opportunities to develop."

Brilliant support and career progression

Ellie feels that Entain has shown her considerable support through encouraging her ongoing career development and providing many exciting opportunities.

"Managers who recognised my potential and provided opportunities to take on more in my role have been a consistent and important part of my career journey," says Ellie, whose first role at Entain was as a Retail Technical Support Analyst in 2023.

By 2024, Ellie had moved into a Team Manager secondment within Entain's Retail Tech Support. In 2025, she transitioned into a second line role, and from there into a Support Operations Senior Analyst position, before stepping into management within a specialist team while her manager was on maternity leave.

The enjoyment of making an impact

As Ellie's career has progressed, her focus has shifted somewhat. Early on, Ellie's focus was on understanding problems and solving them well. Now her attention concentrates on contributing to how problems are managed more effectively across the function - improving processes, supporting colleagues, and helping the wider team operate better.

"My impact feels broader now, and that's what keeps me motivated," says Ellie.

Relevant transferrable skills are valued at Entain

Joining Entain can be a game changer for career progression, as the company offers unique experiences, unmatched energy, and being part of a global team that’s determined to change the future of play.

From technology to customer care, Entain is always hiring across disciplines and borders. Entain's people bring a wide range of diverse skills and experience to their roles.

When specifically asked about working in a tech role for Entain, yet not having a tech background, Ellie says: "I think people assume that to work in tech, you need to have come from a technical background. My experience shows that isn't true. The skills I developed as a 999 call handler, problem-solving under pressure, clear communication, staying composed, have translated directly into everything I do here. Entain doesn't just look at where you've come from. They look at your potential."

Staying curious, building relationships, valuing ability

It is more encouraging to perform at one's best when there is enhanced support like innovative learning, empowering rewards, and dedicated wellbeing resources.

Ellie suggests to anyone considering applying for a job with Entain to take the opportunity, even if they don't feel fully ready. "I didn't feel completely prepared for every step in my progression, but I was willing to step forward, ask questions, and learn as I went. That willingness matters more than ticking every box on a job description. Stay curious, build relationships and don't underestimate the skills you already have."

Now is a great time to join Entain

Entain is a business that genuinely invests in its people.

"For those willing to put in the work in and take ownership of their development, the opportunity is there. Whether you're coming from a traditional tech background or, like me, from somewhere completely different, great opportunities prevail," says Ellie. "My career hasn't followed a conventional path, from emergency calls to now leading within a technical team, I wouldn't change it. At Entain, careers in tech can evolve in ways you might not expect. If you bring the right mindset, the opportunities can be endless."