Customer service team leader

Job description

For our customers, William Hill is more than a betting shop. It’s a home from home. A place where you can meet friends, socialise, and enjoy the sport with a warm tea or coffee in hand.

We put our customers 1st and as a Team Leader in one of our betting shops, you’ll play a vital role in helping us to maintain this atmosphere, making your mark on our business and our industry. In return, you’ll be rewarded with continuous training and development, great benefits, and opportunities to progress with our Career Pathways, because by investing in you, we’ll raise our game. You will be responsible for: This is not solely a desk-based role, you’ll be on the shop floor, engaging with our customers and ensuring the best experience by:

Leading and motivating a team of Customer Service Representatives

Coaching and development of your team

Maintaining high standards and ensuring the shop always looks the part (., visual displays)

Building relationships with our customers and providing an excellent customer service

Championing safer gambling at all times

Opening and closing the shop, with support from your team as required

Ensuring your shop achieves targets

Working patterns:

Our shops have a variety of opening times between the hours of 8am-10pm, Monday to Sunday

Shifts are devised on a rota basis and are subject to change, they will include evening and weekend working

What's in it for you? We offer a range of competitive benefits because we care about our people and their development. From financial benefits to our health and wellbeing initiatives, we want you to know that, at William Hill, we win together:

Annual Pay Review & Bonus Scheme: Your base salary will be reviewed annually and you will also qualify for an annual performance bonus

Holiday entitlement: You’ll be entitled to 28 days holiday annually (pro rata)

Paid birthday day off: In addition to your 28 days holiday, you will receive an extra paid day off for your birthday which can be taken any time within your birthday month.

Training and development: Our induction programme is best-in-class. What’s more, we’ll upskill you with external and on-the-job training throughout your time here.

Career prospects: If you want to progress even further (., as a Area Operations Manager or into a Head Office role) there are opportunities to do that.

Pension plan: We’ll match your pension contributions to 4%.

Perks and discounts: When you’re part of William Hill, you’ll enjoy great discounts in high street shops, cinemas and even holidays.

What do you need to be successful?

Aged 18+ (it’s a legal requirement)

Supervisory experience and great people skills

A positive, can-do attitude with a professional and dynamic approach to work

Strong interpersonal and empathy skills with the ability to engage with customers from all walks of life