Customer Service Team Leader

Paddy Power; West Midlands; On-site; GBP 17,000 - 21,000; Full time

Benefits offered by this job

Competitive salary including pay raise

Performance Bonus

Flexible work patterns

Company Pension Scheme

Birthday Leave

Employee Assistant Programme

Job summary

Paddy Power in the UK retail network is seeking a Customer Service Team Leader to welcome customers, deliver best‑in‑class service, and promote Paddy offers in our shops. You will host customers, answer queries, and drive shop goals with a positive, customer‑focused attitude.

Full training is provided to help you succeed. Join a dynamic team and support daily operations while creating an engaging, hospitality‑driven betting experience for every visitor.

Qualifications

• Experience in customer-facing roles is desirable; training will be provided.
• Proactive and motivated attitude helps achieve shop goals and targets.
• Ability to build warm relationships and deliver best-in-class service.

Responsibilities

• Host customers in shop and communicate answers to queries.
• Inform customers about latest promotions and Paddy offers.
• Assist customers to place bets through terminals, phone, or in-shop services.
• Maintain inviting shop presentation and brand standards.
• Act as Shop Manager in their absence to ensure smooth operations.
• Adapt to different situations while remaining customer-focused.
• Fulfill social responsibility duties by adhering to guidelines.

Skills

Customer service

Communication

Team leadership

Hospitality

Job description

Starting Salary: £13.25 per hour

Your Role in the Team?

As a Customer Service Team Leader at Paddy Power, you will be the welcoming host for our customers, ensuring they have an outstanding experience in our retail shops. Your role will be to engage warmly with every visitor, providing best-in-class service and creating a friendly atmosphere. Your enthusiasm for technology will help you promote our Paddy offers, ensuring that each customer enjoys their time with us. Join our team and be a key player in delivering outstanding hospitality in the dynamic world of retail betting!

Are you a proactive and motivated individual who is passionate about achieving results? Do you have the ability to meet shop goals and targets? Don't worry if you've never worked in the betting industry before, we will provide full training… but it's your attitude that counts! Does this sound like you? If so, keep reading!

How you’ll do it?

We want people who will exceed customer's expectations, building effective relationships with customers, creating a warm and positive environment which they love to be in. This will primarily involve hosting our customers in shop, clearly communicating answers to customer queries and informing customers about our latest promotions

Other duties will include:

• Assisting customers to place bets through various channels, such as our betting terminals, telephone services, and in-shop transactions
• Maintaining excellent shop presentation standards to create an inviting atmosphere for customers
• Responsible for all operations in the absence of the Shop Manager, ensuring smooth functioning of the shop
• Adapting to different situations while remaining customer-focused
• Fulfilling social responsibility duties by adhering to established guidelines and regulations

What we offer?

• Competitive salary including pay increase after
• Performance Bonus & Promotional rewards
• Annual & Quarterly rewards
• Flexible work patterns
• Family Leave (Adoptive, Parental Leave & Wedding Leave)
• Company Sharesave Scheme (discount on Flutter Shares)
• Life Cover
• Company Pension Scheme.
• Company Sick Pay
• Birthday Leave
• Employee Assistant Programme (including up to 6 free counselling sessions)
• Financial Wellbeing platform – NUDGE.
• Company Social Events.
• Groupon Discount Scheme
• Eyecare vouchers

And the Values that guide us? Here they are:

Customer First, Always | Change The Game | Win Together | Free To Be Me

We’re proud of our 4 Values, they reflect what matters most to our people and will guide the decisions we make, represent what we believe in and support how we do things at Paddy Power.

We’re working to be an inclusive employer, and we encourage people from all backgrounds, ways of thinking and working to apply. Everyone brings different perspectives and experiences; you don't have to meet all the requirements listed to apply for this role.

If you need any adjustments to make this role work for you let us know, and we’ll see how we can accommodate them