From the shop to the top – Betting Shop Manager
The betting industry offers a huge array of career opportunities for employees. This month we talk to Paddy Power manager Maxine Greenbrook, one of the firm's – and indeed, the UK's – top betting shop managers with the plaudits to prove it
Where was your first shop?
My first shop was in Norbury, near Croydon, working as a cashier for Mecca.
When did you decide you wanted to be in betting?
To be honest I never even thought about the betting industry as a career. But my mum did – she used to have a little flutter and went into her local bookies and enquired about a job for me. At the time I had a job as a sales assistant in a clothes shop but I'm so glad she took the initiative on my behalf.
And now, 25 years down the line, I'm still in the industry. I didn't really know what sort of person I needed to be to be a success, but I have just been myself – friendly, outgoing and slightly mad, some would say – and it seems to have worked!
I have as much passion for the job now as I did when I started. I love it. I know people complain about the long hours in the betting industry, but retail is all about the customer at the end of the day. I say to my customers: 'Treat betting like a hobby – a bit of relaxing fun. When you come into the shop expect to lose, and if you win it's a bonus.'
What steps did you take to progress your career?
Having learnt the ropes as a cashier with Mecca, I progressed to shop manager. When William Hill took over Mecca I continued with them and the first manager's job I got was at the Portland Road branch in Clifford in about 1990.
I guess all the shops I've ever managed have been successful because of my attitude, which is to treat the customer how you would like to be treated yourself. I've met so many different kinds of customer, and many have become my friends and some even neighbours, but I treat them all the same, with outstanding customer service, integrity and respect – they are, after all, the people who make our industry.
I am now fortunate to work for an amazing company in Paddy Power, for whom I have been working for five years now. It is a company that strives to underline that the customer comes first. Paddy Power is a company that empowers managers, goes beyond all bonuses and offers some great deals – and allows my personality to shine through. In some respects I work for a boss who's as mad as me and who strives to make the betting industry entertaining, and it will be my pleasure to end my betting career with the company.
Who helped you along the way?
Along the way many people have helped me but I guess the only one that really encouraged me was me! I have found, deep within me, a dedication and enthusiasm for the job I love.
I've had encouragement along the way from many people, but at the end of the day I achieved my goals and my positions within the companies I worked for through sheer dedication for the job and determination.
Do you have any tips for a shop manager who wants to do the same thing?
My advice to any aspiring shop managers would be to have fun and enjoy it by making your shop a fun place to work. You will meet some great people along the way and make real friends with many of them. After all, we all spend most of our lives at work, so if you are outgoing, friendly and love the working environment of mixing and mingling with the public then the betting industry is for you. Your job is what you make it in this trade.
