Deputy General Manager

Buzz Group; Poole; On-site; GBP 32,000 - 39,000; Full time

Benefits offered by this job

Wellbeing app

Mental health support

Awards scheme

In-house training

Mental health advocates

Annual leave

Holiday purchase scheme

Staff discount

Job summary

Buzz Bingo Poole is recruiting a Deputy General Manager to lead daily operations across the club, ensuring exceptional customer service and the Buzz Brand Values are delivered at every touchpoint.

You’ll support the General Manager, cover other sites when required, and drive a culture of high performance while remaining fully flexible to open hours. This full-time role offers up to £35,000 per year.

Qualifications

• Previous experience of managing a team in a face-to-face customer service role, ideally within a leisure, gaming, hospitality or retail environment.
• Evidence of bringing business awareness to decision making and understands the commercial drivers of the business.
• Evidence of setting an example for customer service and interaction 'on the floor'.
• A relentless focus upon customer service standards with strong attention to detail.
• Self-aware and welcomes constructive feedback
• Committed to your own and other's development
• Evidence of being able to manage and drive new initiatives

Responsibilities

• Assist the General Manager in ensuring that the customer experience is consistently delivered at each point in the customer journey
• Deputise for the General Manager in all operational aspects of the Club
• Seek opportunities to recognise and appreciate those that go the extra mile
• Evaluate actions to maintain and improve KPI performance
• Provide input to the club’s local strategic plan on a trimester basis
• Deliver a culture of exceptional customer service by coaching and encouraging team members to drive service levels in every session
• Generate new members and communicate with them appropriately to generate repeat visits including maximising data capture
• Effectively manage the team in their day-to-day activities by directing, delegating, coaching, and supporting as required
• Ensure that the Company's legal obligations (Gaming and Licensing Laws, Employment Legislation, Health and Safety and Health and Hygiene) are being properly observed and adhered to
• Ensuring you create a Safer Gambling Environment for all our Customers and Colleagues across all of our channels; online, in club and live

Skills

Team leadership

Customer service

Face-to-face service

Job description

We have an exciting opportunity for a Deputy General Manager to join us here at Buzz Bingo Poole. This role is working full time 44 hours over 7 days a week and you must be fully flexible to work during all opening hours, paying up to £35,000 per year.

Join Our Team of Remarkable People

At Buzz Bingo, together we’re on a mission to be the Nation’s No 1 Choice for Bingo. Our teams in Clubs across the country and in our Support Centre are smart and passionate about what they do. We know each person here can make a big difference, so we’ll support your professional goals, give you what you need to thrive, and celebrate your success along the way!

We believe in the power of Bingo to bring people together, and it is that spirit of connection - online and in Club - that makes us a Bingo business unlike any other.

The Role You’ll Play

As Deputy Manager you’ll play a key part in making sure there is consistent delivery of the Buzz Bingo Brand Values, and a culture of exceptional customer service, at each point of the Customer journey. You’ll also assist the General Manager to implement the brand strategy flawlessly at a local level and provide input to the club’s local strategic plan. You may need to cover other sites at short notice so mobility and means of transport is important.

Hit the Jackpot with Our Benefits

• Help@Hand – a physical and mental wellbeing app giving you fast remote access to a GP for advice and more
• Thrive App – for your mental wellbeing approved by the NHS
• Buzz Brilliance Awards – Employee Recognition Scheme
• In-house training – IOSH, First Aid, Fire Safety, Gamcare and more
• Access to Trained Mental Health Advocates for advice on your mental wellbeing
• 5 weeks Annual Leave plus Public Holidays
• Buy Holidays Salary Sacrifice Scheme – opportunity to buy an extra week’s holiday
• Staff discount 50% off bingo tickets, food & soft drink

Your Responsibilities as Part of Our Team

• Assist the General Manager in ensuring that the customer experience is consistently delivered at each point in the customer journey
• Deputise for the General Manager in all operational aspects of the Club
• Seek opportunities to recognise and appreciate those that go the extra mile
• Evaluate actions to maintain and improve KPI performance
• Provide input to the club’s local strategic plan on a trimester basis
• Deliver a culture of exceptional customer service by coaching and encouraging team members to drive service levels in every session
• Generate new members and communicate with them appropriately to generate repeat visits including maximising data capture
• Effectively manage the team in their day-to-day activities by directing, delegating, coaching, and supporting as required
• Ensure that the Company's legal obligations (Gaming and Licensing Laws, Employment Legislation, Health and Safety and Health and Hygiene) are being properly observed and adhered to
• Ensuring you create a Safer Gambling Environment for all our Customers and Colleagues across all of our channels; online, in club and live

The Winning Combination We’re Looking For

• Previous experience of managing a team in a face-to-face customer service role, ideally within a leisure, gaming, hospitality or retail environment
• Evidence of bringing business awareness to decision making and understands the commercial drivers of the business
• Evidence of setting an example for customer service and interaction 'on the floor'
• A relentless focus upon customer service standards with strong attention to detail
• Self-aware and welcomes constructive feedback
• Committed to your own and other's development
• Evidence of being able to manage and drive new initiatives

As an equal opportunities employer, Buzz Bingo is committed to the equal treatment of all current and prospective employees and does not condone discrimination on the basis of age, disability, gender identity, gender reassignment, marriage or civil partnership, pregnancy and maternity, race, religion or belief, sex, or sexual orientation. Our workplace culture is inclusive and we strongly encourage suitably qualified applicants from a diverse range of backgrounds to apply and join us here at Buzz Bingo. We encourage our Colleagues to be themselves as we believe our differences as individuals make us stronger as a team.