Customer Service Team Leader

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

Job summary

An established industry player is seeking a dynamic Team Leader to enhance customer experiences in their betting shops. This role involves leading a motivated team, ensuring high standards, and engaging with customers to create a welcoming atmosphere. With a focus on continuous training and development, you'll have opportunities for career progression while enjoying competitive benefits, including a performance bonus, generous holiday entitlement, and a pension plan. Join a supportive environment where your contributions truly matter and help shape a vibrant community space for sports enthusiasts.

Benefits

Quarterly Performance Bonus

Best-in-Class Induction Programme

28 Days Holiday

Pension Plan Matching

Discounts in High Street Shops

Discounted Oyster Card

Qualifications

• Aged 18+ (legal requirement).
• Supervisory experience and great people skills.
• Strong interpersonal skills to engage with diverse customers.

Responsibilities

• Lead and motivate a team of Customer Service Representatives.
• Build relationships with customers and ensure excellent service.
• Champion safer gambling and maintain high shop standards.

Skills

Supervisory Experience

People Skills

Interpersonal Skills

Customer Engagement

Positive Attitude

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 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 upskill you with external and on-the-job training throughout your time here.
• Career prospects: Opportunities to progress into roles such as Cluster Operations Manager or Head Office positions.
• 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, holidays, and more.
• Travel card: Access to our discounted Zone 1-6 Oyster card for convenient commuting.