Customer Service Team Leader

William Hill PLC; St Andrews; On-site; GBP 25,000 - 31,000; Full time

Benefits offered by this job

Annual bonus

Birthday day off

Training & development

Pension 4%

Holiday entitlement

Discounts

Job summary

William Hill is hiring a Team Leader for our Scotland retail shop in St Andrews. You’ll lead a team of Customer Service Representatives on the shop floor, coach colleagues, maintain presentation standards and champion safer gambling.

Shifts run 8am–10pm, 37.5 hours per week, rota-based with evening and weekend work. We offer training, benefits including annual pay review and pension match, birthday day off, and clear career progression opportunities.

Qualifications

• Aged 18+ (legal requirement)
• Supervisory experience and strong people skills
• Excellent customer service and communication abilities
• Positive, can-do attitude with professional approach
• Strong interpersonal and empathy skills with customers from diverse backgrounds

Responsibilities

• Leading and motivating a team of Customer Service Representatives on the shop floor
• Coaching and development of team members
• Maintaining high shop standards and visual presentation
• Building relationships with customers and delivering excellent service
• Championing safer gambling at all times
• Opening and closing the shop with team support
• Ensuring the shop meets its targets

Skills

Supervisory experience

People skills

Customer service

Leadership

Team motivation

Job description

Advertising location2/4 St Andrews Street Daleith Scotland Eh22 1AnContract typeFull-timeHours37.5Salary£27,941.96Job descriptionFor 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: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 RepresentativesCoaching and development of your teamMaintaining high standards and ensuring the shop always looks the part (e.g., visual displays)Building relationships with our customers and providing an excellent customer serviceChampioning safer gambling at all timesOpening and closing the shop, with support from your team as requiredEnsuring your shop achieves targetsWorking patterns:Our shops have a variety of opening times between the hours of 8am-10pm, Monday to SundayShifts are devised on a rota basis and are subject to change, they will include evening and weekend workingWhat'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 win together:Annual Pay Review & Bonus Scheme: Your base salary will be reviewed annually and you will also qualify for an annual performance bonusHoliday 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.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 (e.g., as a Area 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 skillsA positive, can-do attitude with a professional and dynamic approach to workStrong interpersonal and empathy skills with the ability to engage with customers from all walks of lifeWhat happens next?Once you’ve applied, our Talent Acquisition team will review your application. If you’re successful at this stage, we’ll email you with a link to complete an online assessment via HireVue. After this stage, successful candidates will be invited for an interview.Who are we?We’re William Hill, part of evoke. With over 1, 300 shops across the UK, we've been a permanent fixture on the UK high street since 1966 – and our Retail team sit right at the heart of our high-street experience.Our culture at William Hill is built on trust and a sense of belonging. We empower our teams to work in a way that is best for them, combining our individual strengths and celebrating our differences, ensuring that we win together — you’ll be a great fit if you have the drive and energy to achieve your career aspirations and raise your game, for yourself and for William Hill.More about evokeWe’re a business that embraces change and progress. The power behind big name brands William Hill, 888 and Mr Green, evoke is the new name for 888 Holdings. Marking a new sense of purpose, direction and ambition for the business, there couldn’t be a more exciting time to join us as we accelerate our journey to bring even greater delight to our customers with world-class betting and gaming experiences. That’s the future. That’s evoke.At evoke, you’ll benefit from flexibility and a culture built on trust. We’ll give you the space to be yourself and the tools you need to protect our customers while they play. We’ll invest in your future to help you develop your unique strengths and build a career that’s right for you.Business William HillURL