Finalists from Greater London and Anglia & South-East

Leanne Engstrom, Greater London

Firm William Hill
Shop Mile End Road, Mile End
Age 32
Number of staff 5
Years in industry 13

Most satisfying part of my job
Belonging to a team, having the flexibility with rotas to do a job that I love around my family and personal time, and the responsibility my role provides in achieving a welcoming environment for all our customers. The training in both technical and personal development areas, and the encouragement to grow within the business.

Leanne Engstrom: 'Throughout my career I’ve contributed to a positive environment in my local community'Credit: Dan Abraham

Biggest change in the industry since you started
Technology to enhance the customer experience and give us the necessary tools to do our job efficiently. Technology has allowed us to attract a wider variety of age groups into the shops. It has also improved communication and the service we provide our customers. Customers now have access to racing channels and sports events online which has helped increase the number of betting opportunities available to them. Technology helps us showcase our online content in shops and open up opportunities for omni-channel.