From 999 calls to Tech
We sat down with Ellie, Support Operations Manager based in Nottingham, UK – having joined Entain in August 2023. Her journey into technology is one that challenges any assumption about what a career in tech looks like.
Who am I and what do I do?
I’m a Support Operations Manager within the Support Operations function at Entain, working within a specialist 2nd line team. My 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 and the ability to bring people along with you.
What made you decide to join Entain and what’s made you stay?
I 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, I was 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.
The transition wasn’t without its challenges. The systems were different, the terminology was new, and the way problems were approached changed completely. What made me stay is that Entain gave me the space to grow into it – I wasn’t expected to have all the answers on day one. I was supported, challenged, and given real opportunities to develop.
How has Entain helped you develop?
Managers who recognised my potential and gave me the opportunity to take on more have been a consistent and important part of that journey.
I joined in August 2023 as a Retail Technical Support Analyst. By September 2024, I had moved into a Team Manager secondment within Retail Tech Support. In February 2025, I transitioned into a 2nd line role, and from there into a Support Operations Senior Analyst position, before stepping into management within a specialist team whilst my manager is on maternity leave.
What kind of impact can you make?
As I’ve progressed, my focus has shifted. Early on, it was about understanding problems and solving them well. Now it’s about contributing to how those problems are managed more effectively across the function – improving processes, supporting colleagues, and helping the wider team operate better. The impact feels broader now, and that’s what keeps me motivated.
What might surprise people about Entain?
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.
What advice would you give someone joining Entain?
Take the opportunity, even if you 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.
Why is now a great time to join Entain?
Entain is a business that genuinely invests in its people. If you’re willing to put the work in and take ownership of your development, the opportunity is there. That’s true whether you’re coming from a traditional tech background or, like me, from somewhere completely different.
Final thought
My career hasn’t followed a conventional path, from emergency calls to now leading within a technical team, and 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.