Customer Service Team Leader

William Hill; Greater Manchester; On-site; GBP 60,000 - 80,000; Full time

Job summary

A leading betting company in Greater Manchester seeks a Team Leader to oversee a dedicated team in a vibrant betting shop. The role involves motivating staff, ensuring high standards of customer service, and helping create an inviting atmosphere for patrons. You will engage directly with customers, manage shop operations, and achieve business targets. This position offers competitive benefits, including an annual pay review and comprehensive training, making it an excellent opportunity for career growth.

Benefits

Annual Pay Review & Bonus Scheme

28 days holiday entitlement

Paid birthday day off

Subsidised travel

Training and development opportunities

Pension plan

Perks and discounts at shops and cinemas

Qualifications

• Must be aged 18+ as it’s a legal requirement.
• Experience leading a team in a customer service environment.
• Ability to engage with diverse customers.

Responsibilities

• Lead and motivate a team of Customer Service Representatives.
• Coach and develop your team to achieve high standards.
• Ensure the shop is visually appealing and well-maintained.
• Build strong customer relationships and provide excellent service.
• Champion safer gambling at all times.
• Open and close the shop with team support.
• Ensure shop targets are met.

Skills

Supervisory experience

Great people skills

Strong interpersonal skills

Empathy skills

Positive, can-do attitude

Job description

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 the following: 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 (., 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

Benefits

• 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 (., 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%.
• 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