From Stoke-on-Trent to New Jersey - A reflection on the Operations Management Graduate Scheme.

We caught up with James Houghton our Customer Service Deputy Manager in the New Jersey office. James joined the company on our Operations Management Graduate scheme in 2021, here he reflects on the journey he has had since finishing university.

What did you study at University?

I studied Business Management with Accounting and Finance at Nottingham Trent University. I realised very early on the management side was of more interest than finance.

Where did you first learn of the Graduate Scheme?

When I began looking for graduate roles, I was looking at operations management positions. I wanted something fast paced but was not particularly focused on any specific sector. I came across bet365’s and decided to look further into it. As a big sports fan, I knew the brand and when reading about the role it was one that really interested me.

How did you find the assessment centre?

With it being my first formal interview for a graduate position I was not sure what to expect but I was very impressed with how the day was laid out. As soon as I arrived, I began conversations with colleagues of mine now that had been with the company for a long period of time. This was a theme throughout the day and it was particularly interesting in my interviewing hearing about their experiences and what opportunities the business had opened for them. In addition to the interview, we completed a numeracy test as well as some team building exercises which were well organised and tested your ability to think clearly and concisely under pressure.

I left the assessment feeling as though I understood what the role would entail and the type of person they were looking for. Fortunately, I did not have to wait too long to find out the outcome.

How did you find relocating to the area and the support you received?

The move to Stoke was seamless and the company were extremely supportive in arranging housing. This allowed me to focus on getting used to the role and the surrounding area and not having to rush into finding a place of my own. Within this time, two other graduates moved into the property and shortly after we found our own house together. I was very appreciative of this and it is definitely a benefit that not many companies would look to offer.

What was your favourite part of the graduate scheme?

The rotations were extremely useful to understand how the wider operation functions. I had the opportunity to spend time with both customer facing and supporting teams which allowed me to build a well varied network which continues to assist me in my current role today. In addition to this, the mentor programme was invaluable to me. To meet with senior management on a frequent basis gave me an opportunity to understand their path within bet365 and to seek guidance within my positions at the time as well as mapping out my next steps within the company.

Did you know what area of the operations you wanted to work within?

From the outset, I really enjoyed customer service and the fast paced ever-changing nature of the department and company really interested me. The size and diverse nature of the department is quite unique to other departments also, and the opportunity to manage a larger team I thought would have the greatest impact in honing my managerial skills. I am an avid sports fan so the opportunity to utilise my knowledge in this area and working in accordance with the sporting calendar is something that came very natural to me and I felt at ease with. In addition to this and the primary reason for returning to customer service was from the positive management role models I had around me. There was plenty of examples of graduates returning to the department and progressing quickly; something that I was very much focused on.

From the outset, one of the reasons I took the role was from the opportunity to work abroad. From speaking with my peers and managers, a lot of these opportunities opened up for those within customer service and this was not something I wanted to miss out on.

Tell me about your current role and the journey you’ve had since completing the scheme?

Following my rotations, I returned to Customer Service and took up the position of Customer Service Supervisor. Within three months of being in the role, an opportunity was advertised for a year secondment to our New Jersey office to assist in the upskilling and growth of the department. I registered my interest and fortunately I was successful.

I spent the next 12 months working closely with the US Supervisor team before being promoted into my current position of Customer Service Deputy Manager which I have been in since January. The opportunity to experience a different culture and play a role in improving standards and performance is something I am particularly proud of.

Having the opportunity to work in one of our other sites and assist with establishing it as an independent entity has been crucial to my personal development. Understanding our customer base and how we operate in the US has opened my eyes to the scale of the business which is something I have thoroughly enjoyed.

Being able to train and up-skill my colleagues has allowed me to enhance my knowledge and capability in the role which is now assisting me to thrive in the Deputy Manager position.

I now look forward to moving across to Denver to assist in the opening of our new office and the opportunities and challenges it will bring. It really is satisfying to look back on the opportunities I have already had within my short time with the company and I look forward to what is to come in the future.

One aspect of the role I have really enjoyed is the opportunity to be directly involved in the development of our staff of all levels, this is extremely rewarding and in my current position I am able to oversee the development of the department with regards to progression and succession planning.

How would you describe the opportunities you’ve been presented with since completing the scheme?

I have been really impressed with opportunities that have presented themselves from my time within the company. My focus since joining the company was to fulfil the position that I was completing to the best of my ability and from this certain doors have opened which is really pleasing.

Any tips for those applying?

I would encourage anyone that is thinking of applying to complete their own research to ensure they understand what it is that they are applying for. I would suggest reaching out to other graduates that have been on the scheme to understand their takeaways and to get a feeling whether the position is right for them.