Customer Service Team Leader

William Hill; Penrith; On-site; GBP 25,000 - 35,000; Full time

Job summary

A leading company in the betting industry is seeking a Team Leader for their shop in Penrith. You will motivate and guide a team of Customer Service Representatives, ensuring excellent customer service and shop standards. The role offers competitive benefits and opportunities for advancement.

Benefits

Annual Pay Review & Bonus Scheme

Holiday entitlement: 28 days annually (pro-rata)

Paid birthday off

Subsidised travel

Comprehensive induction and ongoing training

Career prospects

Pension plan

Sharesave Scheme

Perks and discounts

Cycle to Work

Qualifications

• Age 18+ (legal requirement).
• Supervisory experience and strong people skills.
• Positive, professional attitude.
• Interpersonal and empathy skills to engage diverse customers.

Responsibilities

• Leading and motivating a team of Customer Service Representatives.
• Coaching and developing your team.
• Maintaining high standards and shop appearance.
• Building relationships with customers and providing excellent service.
• Championing safer gambling.
• Opening and closing the shop with team support.
• Achieving shop targets.

Skills

Supervisory experience

Strong people skills

Positive attitude

Interpersonal skills

Empathy skills

Job description

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For our customers, William Hill is more than a betting shop. It’s a home from home. It’s a place to meet friends, socialise, and enjoy sports with a warm tea or coffee.

We put our customers first. As a Team Leader in one of our betting shops, you’ll play a vital role in maintaining this atmosphere, making your mark on our business and industry. In return, you’ll receive ongoing training, great benefits, and opportunities for career progression through our Career Pathways. Investing in you helps us raise our game.

Job description

As a Team Leader, you will be responsible for:

• Leading and motivating a team of Customer Service Representatives
• Coaching and developing your team
• Maintaining high standards and shop appearance (visual displays)
• Building relationships with customers and providing excellent service
• Championing safer gambling at all times
• Opening and closing the shop with team support
• Achieving shop targets

Working patterns: Our shops operate between 8am-10pm, Monday to Sunday. Shifts are scheduled on a rota and may include evenings and weekends.

What’s in it for you?

We offer competitive benefits, including:

• Annual Pay Review & Bonus Scheme: Base salary review and performance bonuses
• Holiday entitlement: 28 days annually (pro-rata)
• Paid birthday off: An extra day off during your birthday month
• Subsidised travel: Discounted or free Oyster cards in London
• Training and development: Comprehensive induction and ongoing training
• Career prospects: Opportunities to advance, e.g., to Cluster Operations Manager or Head Office roles
• Pension plan: Company matches contributions up to 4%
• Sharesave Scheme: Discounted shares purchase opportunity
• Perks and discounts: Savings in shops, cinemas, holidays
• Cycle to Work: Cost-effective cycling equipment scheme

What do you need to be successful?

• Age 18+ (legal requirement)
• Supervisory experience and strong people skills
• Positive, professional attitude
• Interpersonal and empathy skills to engage diverse customers