Assistant Manager

Buzz Bingo; Glasgow; On-site; GBP 28,000 - 35,000; Full time

Benefits offered by this job

Help@Hand app

Thrive App

Buzz Brilliance Awards

Buzz Learning

IOSH training

First Aid training

Fire Safety training

Gamcare training

Mental Health Advocates

Five weeks leave

Holiday purchase scheme

Staff discount bingo

Refer a Friend

Life Assurance

Pension Scheme

Job summary

Buzz Bingo is looking for an Bench Assistant Manager to support multiple clubs in Glasgow and surrounding areas. This bench role requires full flexibility to work across opening hours and locations, delivering Buzz Bingo brand values and outstanding service.

You will lead and coach teams, ensuring consistent customer experiences and club performance even when the General/Deputy Manager are not present. The role offers a dynamic, award-winning benefits package.

Qualifications

• Experience leading a customer-facing team in leisure or hospitality.
• Ability to manage multiple clubs and coordinate across locations.
• Strong focus on delivering exceptional customer service.
• Flexible to work across all opening hours 7 days a week.

Responsibilities

• Assist the General/Deputy Manager in ensuring a consistent customer experience across the club journey.
• Take responsibility for overall club performance in the absence of the General Manager.
• Ensure all departments follow Buzz Bingo operating manuals and standards.
• Recognise and appreciate team members who go the extra mile.
• Deliver a culture of exceptional service by coaching staff to raise service levels.
• Direct, delegate, and support teams to coordinate activities and brand consistency.
• Represent the Buzz Bingo brand across the club as per communications guidelines.
• Ensure adequate staffing to maximise customer service throughout the day.
• Resolve customer complaints promptly and use feedback to improve service.
• Maintain a high-quality food and beverage offering.
• Provide regular feedback on performance to team members.
• Complete departmental audits as required by the business.
• Contribute to a safer gambling environment across all channels.

Skills

Team leadership

Customer service

Multi-site experience

Flexibility

Job description

We have an exciting opportunity for an Bench Assistant Manager to join us here at Buzz Bingo in Glasgow and surrounding areas. This is a bench role, meaning you’ll be working flexibly across multiple clubs in the area, supporting different locations as required. This role is working full time 40 hours over the 7 days a week you must be fully flexible to work during all opening hours, paying up to £31,500 depending on experience

Join Our Team of Remarkable People

At Buzz Bingo, together we’re on a mission to be the Nation’s No 1 Choice for Bingo. Our teams in Clubs across the country and in our Support Centre are smart and passionate about what they do. We know each person here can make a big difference, so we’ll support your professional goals, give you what you need to thrive, and celebrate your success along the way!

We believe in the power of Bingo to bring people together, and it is that spirit of connection - online and in Club - that makes us a Bingo business unlike any other.

The Role You’ll Play

As Assistant Manager also known as our Club Operations Manager, you’ll play a key part in making sure there is consistent delivery of the Buzz Bingo Brand Values, and a culture of exceptional customer service, at each point in the customer journey. You will lead and support your team to ensure coordination between activities and seek opportunities to recognise those that go the extra mile.

Hit the Jackpot with Our Benefits

In return for everything you bring, we offer an exciting role in a dynamic business and a great rewards package. We’ll help you build your skills and career as you work with us in a business that never stands still. That means you’ll have access to:

• Help@Hand – a physical and mental wellbeing app for you and your family giving you fast remote access to a GP for advice and more
• Thrive App – for your mental wellbeing approved by the NHS
• Buzz Brilliance Awards – Employee Recognition Scheme
• Buzz Learning, our digital learning platform with access to 100s of online courses
• In-house training – IOSH, First Aid, Fire Safety, Gamcare and more
• Access to Trained Mental Health Advocates for advice on your mental wellbeing
• 5 weeks Annual Leave plus Public Holidays (Prorated accordingly for part time Colleagues)
• Buy Holidays Salary Sacrifice Scheme – opportunity to buy an extra week’s holiday (if eligible)
• Staff discount 50% off bingo tickets, food & soft drinks
• Refer a Friend Scheme for Support Centre and Club Management roles
• Life Assurance
• Pension Scheme

Your Responsibilities as Part of Our Team

• Assist the General/Deputy Manager in ensuring that our customer experience is consistently delivered at each point in the customer journey
• Take responsibility for the overall Club performance in the absence of the General Manager or Deputy Manager
• Make sure all departments are operating in strict accordance with Buzz Bingo's Operating Manuals, standards and procedures
• Seek opportunities to recognise and appreciate those that go the extra mile
• Deliver a culture of exceptional customer service by coaching and encouraging team members to drive service levels in every session
• Direct, delegate, coach, and support team members to ensure activities are coordinated to achieve results and support the consistent delivery of the Buzz Bingo brand
• Make sure the Buzz Bingo brand is represented throughout the Club as specified by communications and brand compliance instructions
• Make sure adequate levels of staff are deployed in each area to maximise customer service throughout the day
• Make sure all customer complaints are resolved immediately and use the feedback to improve future service delivery
• Deliver an exceptional food and beverage offering, where the quality and service is outstanding
• Providing performance expectations through regular feedback for members of the team
• Complete all departmental audits as required by the business
• Ensuring you create a Safer Gambling Environment for all our Customers and Colleagues across all of our channels; online, in club and live

The Winning Combination We’re Looking For

• Previous experience of managing a team in a face-to-face customer service role, ideally within a leisure, gaming, hospitality, restaurant environment
• Evidence of bringing business awareness to decision making and understands the commercial drivers of the business
• Evidence of setting an example for customer service and interaction 'on the floor'
• A relentless focus upon customer service standards with strong attention to detail
• Self-aware and welcomes constructive feedback
• Committed to your own and other's development
• You have evidence of being able to manage and drive new initiatives through others
• Evidence of leading, and coaching a team to deliver exceptional customer service