Customer Service Team Leader

Power Leisure Bookmakers Ltd (UK Branch); Enfield; On-site; GBP 16,000 - 23,000; Full time

Benefits offered by this job

Performance bonus

Promotional rewards

Sharesave scheme

Life cover

Company pension

Birthday leave

Employee assistance programme

Job summary

Power Leisure Bookmakers Ltd (UK Branch) in London is seeking a Customer Service Team Leader CSTL to drive exceptional service in our busy retail betting shops. You will oversee daily operations, support staff, and ensure standards across terminals, phones, and in-shop transactions.

The role rewards initiative, strong customer focus and adaptability, with a starting salary of £14.40 per hour and a pathway to bonus and rewards within a dynamic, team‑oriented environment.

Qualifications

• Excellent customer service skills.
• Confident communication and problem-solving.
• Ability to lead a team in a fast-paced retail environment.

Responsibilities

• Assisting customers to place bets through various channels, such as betting terminals, telephone services, and in-shop transactions.
• Maintaining excellent shop presentation standards to create an inviting atmosphere for customers.
• Responsible for all operations in the absence of the Shop Manager, ensuring smooth functioning of the shop.
• Adapting to changing situations while maintaining a strong customer-focused approach when hosting.
• Fulfilling social responsibility duties by adhering to established guidelines and regulations.

Skills

Customer service

Communication

Problem solving

Team leadership

Adaptability

Hospitality

Retail betting

Job description

Customer Service Team Leader CSTL Starting Salary £14.40 per/h Location: London Type: Permanent

For people who make things happen If you thrive on pace, enjoy taking initiative and are ready to adapt when things change, you’ll feel at home here. We’re looking for people who bring energy and curiosity, ask the right questions and find a way forward when the answer isn’t obvious. This is your opportunity to bring that attitude to Retail Shops, where you’ll join our team and be a key player in delivering outstanding hospitality in the dynamic world of retail betting!

What you'll take on

• Assisting customers to place bets through various channels, such as our betting terminals, telephone services, and in-shop transactions
• Maintaining excellent shop presentation standards to create an inviting atmosphere for customers
• Responsible for all operations in the absence of the Shop Manager, ensuring smooth functioning of the shop
• Adapting to changing situations while maintaining a strong customer-focused approach when hosting
• Fulfilling social responsibility duties by adhering to established guidelines and regulations

What you'll bring

• Excellent customer service skills, ensuring customers receive a friendly, professional and positive experience.
• Proactive and results-driven, with the ability to work in a fast-paced betting shop environment.
• Confident communication and problem-solving skills, with the ability to handle customer queries and resolve issues effectively.
• Adaptable and enthusiastic, with the ability to adapt and support team members and maintain high standards of shop operations.
• Excellent hosting skills, creating a welcoming and enjoyable experience for every customer

What you'll get

• We are a flexible employer; whether you have personal commitments or a hobby that brings you joy, we want you to bring your best self to work. We also like to share our success; after all you make it happen.
• Competitive salary including pay increase after Performance Bonus & Promotional rewards
• Annual & Quarterly rewards
• Flexible work patterns
• Family Leave (Adoptive, Parental Leave & Wedding Leave)
• Company Sharesave Scheme (discount on Flutter Shares)
• Life Cover
• Company Pension Scheme.
• Company Sick Pay
• Birthday Leave
• Employee Assistant Programme (including up to 6 free counselling sessions)
• Company Social Events.
• Groupon Discount Scheme
• Eyecare vouchers

Flutter Entertainment ("Flutter") is committed to creating an inclusive and accessible recruitment process, ensuring every candidate can participate fully and fairly. We welcome requests for adjustments at any stage of the hiring journey and throughout employment. If we are unable to meet a requested adjustment, we will work with you to explore suitable alternatives and ensure a fair and supportive process. Our goal is to enable all individuals to thrive, removing barriers so they can reach their full potential.

Paddy Power Paddy Power has been breaking and re-writing the rules since 1988, from on-track bookmakers, to cheeky upstart mischief-makers, to part of the largest betting & gaming technology company in the world. Although we’ve grown to the betting behemoth we are today, we’ve not forgotten our roots. We continue to offer great value and entertainment to our customers and keep them at the heart of what we do. As part of the UK & Ireland region of Flutter – Paddy Power is included in a collection of big-hitting entertainment brands such as Betfair, PokerStars, Sky Bet, Sky Gaming and tombola. Flutter Flutter is the world’s #1 online sports betting and gaming operator and home to some of the UK and Ireland’s most recognisable brands, including Paddy Power, Betfair and Sky Bet. We set the pace for our industry. And we’re always looking for what’s next. Here, good ideas move fast. You’ll work with sharp people, solve problems at serious scale and be backed to challenge how things are done. Using our unmatched scale, we share ideas, tech and expertise across our brands and locations, turning great thinking into global impact. Ready to raise the game? Our Work Experience is the combination of everything that's unique about us: our culture, our core values, our company meetings, our commitment to sustainability, our recognition programs, but most importantly, it's our people. Our employees are self-disciplined, hard working, curious, trustworthy, humble, and truthful. They make choices according to what is best for the team, they live for opportunities to collaborate and make a difference, and they make us the #1 Top Workplace in the area. Join us and grow your career with Flutter!