Customer Service Team Leader — Elevate Guest Experience

William Hill; Dalkeith; On-site; GBP 26,000 - 34,000; Full time

Benefits offered by this job

Annual bonus

Holiday 28 days

Birthday off

Training & development

Career progression

Pension matching

Discounts

Job summary

William Hill is seeking a Shop Team Leader to lead the Customer Service team on the shop floor, coaching staff and maintaining the high standards of presentation and service.

You will engage with customers, champion safer gambling, open and close the shop, and drive toward targets while delivering a welcoming environment.

The role includes ongoing training, development, and clear opportunities to progress within the company.

Qualifications

• Supervisory experience and strong people skills.
• Experience in customer service environments.
• Ability to engage with customers from diverse backgrounds.

Responsibilities

• Lead and motivate a team of Customer Service Representatives.
• Coach and develop your team.
• Maintain high standards and shop appearance (visual displays).
• Build relationships with customers and deliver excellent service.
• Champion safer gambling at all times.
• Open and close the shop with support from your team.
• Ensure the shop achieves targets.

Skills

Supervisory experience

People skills

Customer service

Interpersonal skills

Job description

William Hill is seeking a Shop Team Leader to lead the Customer Service team on the shop floor, coaching staff and maintaining the high standards of presentation and service.

You will engage with customers, champion safer gambling, open and close the shop, and drive toward targets while delivering a welcoming environment.

The role includes ongoing training, development, and clear opportunities to progress within the company.