Customer Service Team Leader

William Hill; Cannock; On-site; GBP 26,000 - 34,000; Full time

Benefits offered by this job

Annual bonus

28 days holiday

Birthday day off

Pension plan

Job summary

William Hill is seeking a Customer Service Supervisor in Cannock, United Kingdom. You will lead and coach a team of Customer Service Representatives, drive excellent service, and ensure the shop presents itself well.

You will also champion safer gambling, open/close shifts, and work to hit shop targets. A strong coaching mindset, interpersonal skills, and a professional approach are essential for success in this role.

Qualifications

• Experience leading a team of customer service representatives.
• Ability to coach and develop staff.
• Strong interpersonal and empathy skills.

Responsibilities

• Lead and motivate a team of Customer Service Representatives.
• Coach and develop your team to deliver excellent service.
• Maintain shop appearance and visual displays.
• Build relationships with customers and provide excellent service.
• Champion safer gambling at all times.
• Open and close the shop with support from the team.
• Ensure the shop achieves targets.

Skills

Supervisory experience

People skills

Customer service

Empathy

Education

High school diploma or equivalent

Tools

CRM software

POS systems

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.

You will be responsible for:

• 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 (e.g., 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?

• 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 (e.g., 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

Once you’ve applied, our Talent Acquisition team will review your application. If you’re successful at this stage, we’ll email you with a link to complete an online assessment via HireVue. After this stage, successful candidates will be invited for an interview.

Who are we?

We’re William Hill, part of evoke. With over 1, 300 shops across the UK, we've been a permanent fixture on the UK high street since 1966 – and our Retail team sit right at the heart of our high‑street experience.

Our culture at William Hill is built on trust and a sense of belonging. We empower our teams to work in a way that is best for them, combining our individual strengths and celebrating our differences, ensuring that we win together — you’ll be a great fit if you have the drive and energy to achieve your career aspirations and raise your game, for yourself and for William Hill.

More About Evoke

We’re a business that embraces change and progress. The power behind big name brands William Hill, 888 and Mr Green, evoke is the new name for 888 Holdings. Marking a new sense of purpose, direction and ambition for the business, there couldn’t be a more exciting time to join us as we accelerate our journey to bring even greater delight to our customers with world‑class betting and gaming experiences. That’s the future. That’s evoke.

At evoke, you’ll benefit from flexibility and a culture built on trust. We’ll give you the space to be yourself and the tools you need to protect our customers while they play. We’ll invest in your future to help you develop your unique strengths and build a career that’s right for you.