Customer Service Team Leader

TN United Kingdom; Greater London; On-site; GBP 25,000 - 35,000; Full time

Job summary

An established industry player is seeking a Team Leader for its betting shops in Greater London. This dynamic role involves engaging with customers, leading a team, and ensuring high standards of service. You will play a crucial part in creating a welcoming environment, coaching your team, and meeting shop targets. With opportunities for training and career advancement, this position offers competitive benefits including a performance bonus, generous holiday entitlement, and pension contributions. Join a company that values its people and fosters their development.

Benefits

Quarterly performance bonus

Best-in-class induction programme

Opportunities for career progression

28 days holiday plus birthday off

Pension matching up to 4%

Discounts in high street shops

Discounted Zone 1-6 Oyster card

Qualifications

• Aged 18+ (legal requirement).
• Supervisory experience and excellent people skills.

Responsibilities

• Lead and motivate a team of Customer Service Representatives.
• Build relationships with customers and provide excellent service.

Skills

Supervisory experience

People skills

Interpersonal skills

Empathy

Customer engagement

Job description

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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.

As a Team Leader in one of our betting shops, you’ll play a vital role in helping us to maintain this atmosphere. In return, you’ll be rewarded with continuous training and development, great benefits, and opportunities to progress with our Career Pathways.

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 developing your team
• Maintaining high standards and ensuring the shop always looks the part (e.g., visual displays)
• Building relationships with our customers and providing 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 8am-10pm, Monday to Sunday
• Shifts are devised on a rota basis and are subject to change, including evening and weekend work

What do you need to be successful?

• Aged 18+ (it’s a legal requirement)
• Supervisory experience and excellent 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'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 health and wellbeing initiatives, we want you to know that, at William Hill, we’re on your side:

• Compensation: We recognise high performance with incentives and offer the opportunity to earn a quarterly performance bonus.
• Training and development: Our induction programme is best-in-class. We’ll also provide external and on-the-job training throughout your employment.
• Career prospects: Opportunities to progress to roles such as Cluster Operations Manager or into Head Office.
• Holiday entitlement: 28 days holiday, plus an extra paid day off for your birthday.
• Pension plan: We’ll match your pension contributions up to 4%.
• Perks and discounts: Enjoy discounts in high street shops, cinemas, and holidays.
• Travel card: Access to discounted Zone 1-6 Oyster card for commuting.