Customer Service Team Leader

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

Job summary

An established industry player is seeking a dynamic Customer Service Team Leader to enhance the customer experience in their vibrant betting shops. In this pivotal role, you will lead and inspire a team, ensuring high standards and fostering a welcoming environment for customers. With a commitment to training and development, the company offers excellent benefits, including a competitive salary, annual pay reviews, and opportunities for career progression. Join this forward-thinking organization and play a vital role in shaping the future of customer service in the betting industry.

Benefits

Annual Pay Review & Bonus Scheme

28 days holiday annually

Paid birthday day off

Subsidised travel

Training and development

Career prospects

Pension plan

Sharesave Scheme

Perks and discounts

Cycle to Work

Qualifications

• Supervisory experience in a customer service environment.
• Strong interpersonal skills to engage with diverse customers.

Responsibilities

• Lead and motivate a team of Customer Service Representatives.
• Ensure high standards and excellent customer service.

Skills

Supervisory experience

People skills

Interpersonal skills

Empathy skills

Positive attitude

Education

Aged 18+

Job description

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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:

• 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 (e.g., 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 8am-10pm, Monday to Sunday
• Shifts are devised on a rota basis and are subject to change, including evening and weekend work

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 win together:

• 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. We’ll upskill you with external and on-the-job training throughout your time here.
• Career prospects: Opportunities to progress to roles such as Cluster Operations Manager or Head Office positions.
• Pension plan: We’ll match your pension contributions to 4%.
• Sharesave Scheme: An opportunity to purchase William Hill shares at a discounted price.
• Perks and discounts: Enjoy discounts in high street shops, cinemas, holidays, and more.
• Cycle to Work: Cost-effective way to get cycling equipment.

What do you need to be successful?

• Aged 18+ (legal requirement)
• Supervisory experience and great people skills
• A positive, can-do attitude with a professional and dynamic approach
• Strong interpersonal and empathy skills to engage with diverse customers

What happens next?

Our Talent Acquisition team will review your application. If successful, you’ll complete an online assessment via HireVue, followed by an interview if you pass.

Who are we?

We’re William Hill, part of evoke, with over 1,300 shops across the UK. We value trust and belonging, empowering our teams to succeed and celebrate differences.

More About Evoke

As the new name for 888 Holdings, evoke is committed to change and progress, aiming to deliver world-class betting and gaming experiences. Join us to be part of this exciting journey.