Customer Service Team Leader

William Hill; Brighton; On-site; GBP 25,000 - 30,000; Full time

Job summary

Join a leading brand in the betting industry as a Team Leader, where you'll lead a team to deliver exceptional customer service and maintain shop standards. With opportunities for personal development and a range of competitive benefits, this role is perfect for proactive individuals passionate about customer engagement.

Benefits

Annual Pay Review & Bonus Scheme

28 days holiday entitlement

Paid birthday day off

Subsidised travel

Comprehensive training and development

Career progression opportunities

Pension plan

Sharesave Scheme

Discounts in shops

Cycle to Work scheme

Qualifications

• Aged 18+ (legal requirement).
• Experience leading a team.
• Strong communication skills.

Responsibilities

• Lead and motivate Customer Service Representatives.
• Coach team members for development.
• Ensure shop maintains high standards.
• Build customer relationships and provide excellent service.
• Achieve shop targets and support opening/closing.

Skills

Supervisory experience

People skills

Positive attitude

Interpersonal skills

Empathy skills

Job description

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

We put our customers first, and as a Team Leader in one of our betting shops, you’ll play a vital role in maintaining this atmosphere, making your mark on our business and industry. In return, you’ll receive continuous training and development, great benefits, and opportunities to progress through our Career Pathways. Because by investing in you, we aim to raise our game.

Job description

As a Team Leader, you will be responsible for:

• Leading and motivating a team of Customer Service Representatives
• Coaching and developing your team
• Maintaining high standards and ensuring the shop looks its best, including visual displays
• Building relationships with customers and providing excellent service
• Championing safer gambling at all times
• Opening and closing the shop, with support from your team as required
• Achieving shop targets

Working patterns

• Shops operate between 8am-10pm, Monday to Sunday
• Shifts are scheduled on a rota basis, including evenings and weekends

What’s in it for you?

We offer a range of competitive benefits, including:

• Annual Pay Review & Bonus Scheme: Your salary is reviewed annually, with performance bonuses
• Holiday entitlement: 28 days annually (pro rata)
• Paid birthday day off: An extra paid day off during your birthday month
• Subsidised travel: Discounted or free Oyster cards for London-based roles
• Training and development: Comprehensive induction and ongoing training
• Career prospects: Opportunities to progress to roles such as Cluster Operations Manager or Head Office
• Pension plan: Contributions matched up to 4%
• Sharesave Scheme: Purchase William Hill shares at a discount
• Perks and discounts: Discounts in shops, cinemas, holidays, and more
• Cycle to Work: Cost-effective cycling equipment scheme

What do you need to be successful?

• Aged 18+ (legal requirement)
• Supervisory experience and strong people skills
• A positive, proactive attitude
• Excellent interpersonal and empathy skills to engage with diverse customers