Customer Service Team Leader

William Hill; Kennessee Green; On-site; GBP 60,000 - 80,000; Full time

Job summary

A leading betting company in the UK seeks a Team Leader for its betting shops. The successful candidate will lead a team of Customer Service Representatives, engage with customers to ensure the best experience, and uphold the shop's standards. Responsibilities include supervising the team, managing customer interactions, and ensuring compliance with safety standards. The role offers competitive benefits, training opportunities, and a supportive environment for professional growth. This role is suitable for individuals with supervisory experience and great people skills.

Benefits

Annual Pay Review & Bonus Scheme

28 days holiday annually

Paid birthday day off

Subsidised travel for London roles

Training and development

Career prospects

Pension plan matching contributions to 4%

Perks and discounts in shops and cinemas

Qualifications

• Aged 18+ (it’s a legal requirement).
• Supervisory experience and great people skills are essential.
• A positive, can-do attitude is required.

Responsibilities

• Lead and motivate a team of Customer Service Representatives.
• Coaching and development of your team.
• Maintain high standards in shop appearance.
• Build relationships with customers and provide excellent service.
• Champion safer gambling at all times.
• Open and close the shop with support from your team.
• Ensure the shop achieves targets.

Skills

Supervisory experience

Great people skills

Strong interpersonal skills

Positive, can-do attitude

Ability to engage with customers

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