Customer Service Team Leader

William Hill PLC; Greater London; Hybrid; GBP 25,000 - 31,000; Full time

Benefits offered by this job

Annual pay review and bonus scheme

London location allowance

28 days holiday (pro rata)

Birthday day off

Training and development

Career progression

Pension plan

Discounts

Job summary

William Hill PLC is seeking a Customer Service Team Leader for a busy betting shop on the London fringe. You will lead a team on the shop floor, coach staff, and ensure an excellent customer experience while upholding safer gambling practices.

The role involves opening/closing duties, rota-based shifts across 8am–10pm, and pursuing sales targets in a dynamic retail environment. London weighting applies and training is provided as part of our career path.

Qualifications

• Supervisory experience and great people skills.
• Customer service excellence in fast-paced environment.
• Ability to engage with customers across diverse backgrounds.
• Willingness to work flexible hours including evenings/weekends.

Responsibilities

• Lead and motivate a team of Customer Service Representatives on the shop floor.
• Coach and develop your team to ensure high standards of service.
• Maintain shop presentation and compliance with safe gambling guidelines.
• Open and close the shop with team support and meet targets.
• Champion safer gambling at all times.
• Open and close the shop with your team; help achieve targets.

Skills

Supervisory experience

People skills

Customer service

Team leadership

Job description

Customer Service Team LeaderAdvertising location193, Ardleigh Green Road, Hornchurch, England, RM11 2SDContract typeFull-timeHours37.5Salary£27,941.96 + London Weighting AllowanceI'm interestedShareJob descriptionFor 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* **\\*London Location Allowance:** For all roles within the M25 we offer a location allowance meaning that you will receive an additional 50p per hour on top of your base salary* **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**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.