Customer Service Team Leader

William Hill; Peebles; On-site; GBP 25,000 - 30,000; Full time

Job summary

William Hill, a leader in the betting industry, seeks a Team Leader for its shops in Peebles, Scotland. The role focuses on team leadership, customer engagement, and maintaining high standards while enjoying competitive benefits and opportunities for career advancement.

Benefits

28 days holiday plus a birthday day off

Performance bonus opportunity

Training and development programs

Pension plan matching up to 4%

Discounts in shops, cinemas, and holidays

Discounted travel card for commuting

Qualifications

• Aged 18+ (legal requirement).
• Positive, can-do attitude with a professional approach.

Responsibilities

• Leading and motivating a team of Customer Service Representatives.
• Coaching and developing the team.
• Ensuring high standards and excellent customer service.

Skills

Supervisory experience

People skills

Interpersonal skills

Customer engagement

Empathy

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 development of your team
• Maintaining high standards and ensuring the shop always looks the part (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 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'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’re on your side:

• Compensation: We recognise high performance with incentives, and there’s the opportunity to earn a quarterly performance bonus too.
• Training and development: Our induction programme is best-in-class. We’ll upskill you with external and on-the-job training throughout your time here.
• Career prospects: If you want to progress further (e.g., as a Cluster Operations Manager or into a Head Office role), there are opportunities to do that.
• Holiday entitlement: You’ll be entitled to 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 our discounted Zone 1-6 Oyster card for commuting.