Lorraine Archibald crowned Betting Shop Manager of the Year

Lorraine Archibald of Ladbrokes was on Monday crowned Racing Post/SIS Betting Shop Manager of the Year, a first overall winner of the competition for Northern Ireland.

Archibald, who runs the Ladbrokes shop in North Street, Newtownards, County Down, received the award from former Arsenal and England footballer Ray Parlour at the Jumeirah Carlton Tower hotel in London.

The 41-year-old has been in the industry 18 years after starting as a cashier with Eastwoods before joining Ladbrokes when they acquired that company. She oversees three shops in Newtownards in the role of marketplace manager.

She said: "I am so proud of myself. It is such a win for myself and my team, my customers and Northern Ireland.

"It has just been such a whirlwind of an experience and ended with the ultimate outcome, the ultimate recognition for my passion for all that I do and the customers that are at the heart of everything we do and what this job is all about."

Her original entry paper was noted as being "superb, honest and passionate", scoring maximum marks.

Lorraine Archibald celebrates winning Betting Shop Manager Of The YearCredit: Edward Whitaker

A mystery shopper told the judging panel their visit was enjoyable and that a test bet was explained superbly, adding: "The staff were really well turned out and there was quite an inviting atmosphere in the shop."

Archibald paid tribute to the 13 staff who work for her, especially her "right-hand man" Scott Beattie.

"He is my manager," Archibald said. "I have three managers but Scott would step in for me if I am ever absent or take a bit of time off.

"He is fantastic with customer service, I am very, very proud of him and his knowledge of sport is exceptional, he drives the business so well in our shop.

"The whole team is the reason why our shop is so busy, we are based in a very competitive marketplace. Customer service is what comes first, customer service is at the heart of everything we do because without them what do we have?"

Betting Shop Manager of the Year finalists (from left) Ben Shaldon, Kevin Gray, Amran Ul-Haque, Lorraine Archibald, Sascha Drape, David Monk, Michael Strain and Ainsley BowsteadCredit: Hugh Routledge

Archibald had previously won a customer service award at Ladbrokes and she emphasised the importance of that area.

"It's not like coming to work some days, it's like coming in to your friends," she said. "You build that trust with customers, they respond to that and respect you for that.

"Any sort of issue whether it's responsible gambling, whether it's promoting a new type of bet or new product, it is better received if you build that initial customer rapport.

"In this business it is so competitive, that initial customer experience is so important to get repeat business back to your shop. The customer is what it is all about."

She also paid tribute to the seven other betting shop managers who won their regional competitions to reach the final.

"I have met some fantastic people along the way," she said. "The other finalists have been fantastic – I have made great friends – but this is just the best ever, this is one of the proudest moments of my life."

Archibald's success was a third in the last five years for Ladbrokes.

Archibald's win was a sixth overall for Ladbrokes

The bookmaker's director for Ireland Jackie Murphy said: "Lorraine is a great ambassador. She has a brilliant way of working with the team. Everybody feels very included. She very much leads by example. I was up there last week and they all hold her in very high regard.

"There is a sense of community in the shop, the customers love her, the staff love her. I visited all the shops in Newtownards last Monday and everyone just had good things to say about her.

"I have never seen anybody who was so focused on the customer and we always said she would do really well and do something great. This was made for her and I am absolutely thrilled."

Archibald wins a VIP trip to one of Singapore’s major meetings next year, courtesy of the Singapore Turf Club, while she and her team will first be guests of SIS in their Ascot box next month.

"I can't even imagine what the next year holds for me," she added. "I think it's just going to be a whirlwind.

"It's just going to open up new doors for myself, to meet new people and celebrate what I have achieved."

Betting Shop Manager of the Year roll of honour

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