Customer Service Team Leader

William Hill PLC; Gateshead; On-site; GBP 22,000 - 28,000; Full time

Job summary

An established industry player is seeking a dynamic Team Leader for their betting shops. In this role, you will engage with customers, lead a team, and ensure a welcoming atmosphere. With opportunities for continuous training and development, you will play a vital part in maintaining high standards and achieving targets. Enjoy competitive benefits including annual pay reviews, holiday entitlements, and a chance to progress in your career. If you have a positive attitude and great people skills, this is the perfect opportunity to elevate your career in a supportive environment.

Benefits

Annual Pay Review & Bonus Scheme

28 Days Holiday Entitlement

Paid Birthday Day Off

Subsidised Travel

Training and Development

Career Prospects

Pension Plan

Sharesave Scheme

Perks and Discounts

Cycle to Work

Qualifications

• Must be 18+ and have supervisory experience.
• Strong interpersonal and empathy skills are essential.

Responsibilities

• Lead and motivate a team of Customer Service Representatives.
• Ensure high standards and excellent customer service.
• Champion safer gambling practices.

Skills

Supervisory Experience

People Skills

Interpersonal Skills

Customer Engagement

Positive Attitude

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 (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?

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.
• Subsidised travel: For roles based in London, you’ll enjoy access to our heavily discounted (or free, depending on location) Zone 1-6 Oyster card for convenient, reduced cost commuting.
• 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 Cluster Operations Manager or into a Head Office role) there are opportunities to do that.
• Pension plan: We’ll match your pension contributions to 4%.
• Sharesave Scheme: An opportunity to purchase 888 William Hill shares at a discounted price, invest in the future of our business and share in our success together.
• Perks and discounts: When you’re part of William Hill, you’ll enjoy great discounts in high street shops, cinemas and even holidays.
• Cycle to Work: a great employee benefit which offers the most cost-effective way to get new cycling equipment.

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

What happens next?

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.