Deputy General Manager

Buzz Group; Tees Valley, York and North Yorkshire; On-site; GBP 28,000 - 34,000; Full time

Job summary

A leading bingo company in Tees Valley is seeking a Deputy General Manager to ensure exceptional customer service and assist in local brand strategy. Candidates must have experience in managing teams within customer-focused roles. Benefits include a comprehensive rewards package, access to mental wellbeing resources, and career development opportunities. Flexibility is required for a full-time schedule.

Benefits

Help@Hand – wellbeing app

Thrive App for mental wellbeing

Buzz Brights Apprenticeships

Employee Recognition Scheme

Digital learning platform

In-house training

Access to trained Mental Health Advocates

5 weeks annual leave

Buy Holidays Salary Sacrifice Scheme

50% staff discount

Refer a Friend Scheme

Life Assurance

Pension Scheme

Qualifications

• Previous experience managing a team in a face-to-face customer service role.
• Strong focus on customer service standards.
• Experience setting an example for customer service.

Responsibilities

• Assist in ensuring customer experience is consistently delivered.
• Deputise for the General Manager in all operational aspects.
• Ensure compliance with legal obligations.

Skills

Team management

Customer service

Business awareness

Attention to detail

Initiative driving

Job description

Overview

We have an exciting opportunity for a Deputy General Manager to join us here at Buzz Bingo Middlesbrough. This role is full time, 44 hours over 7 days a week and you must be fully flexible to work during all opening hours. Salary up to £34,000 depending on experience. You may be asked to cover other clubs in the region at short notice.

We Are Buzz Bingo

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 ensuring 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 locally and provide input to the club’s local strategic plan.

Benefits

In return for everything you bring, we offer an exciting role in a dynamic business and a great rewards package. We’ll help you build your skills and career as you work with us in a business that never stands still. That means you’ll have access to:

• Help@Hand – a physical and mental wellbeing app with remote GP access
• Thrive App – for mental wellbeing approved by the NHS
• Buzz Brights Apprenticeships
• Buzz Brilliance Awards – Employee Recognition Scheme
• Buzz Learning, a digital learning platform with 100s of online courses
• In-house training – IOSH, First Aid, Fire Safety, Gamcare and more
• Access to Trained Mental Health Advocates
• 5 weeks annual leave plus public holidays (pro-rated for part-time colleagues)
• Buy Holidays Salary Sacrifice Scheme – opportunity to buy extra holiday
• Staff discount 50% off bingo tickets, food & soft drinks
• Refer a Friend Scheme
• Life Assurance
• Pension Scheme

Your Responsibilities

• Assist the General Manager in ensuring customer experience is consistently delivered at every point of the journey
• Assist the General Manager to implement the brand strategy at a local level
• Deputise for the General Manager in all operational aspects of the Club
• Recognise and appreciate team members who go the extra mile
• Evaluate actions to maintain and improve KPI performance based on data provided by the General Manager
• Ensure adequate staffing levels to maximise customer service throughout the day
• Contribute to the club’s local strategic plan on a trimester basis
• Provide performance expectations and conduct regular performance reviews
• Drive a culture of exceptional customer service through coaching and support
• Respond to customer feedback and take appropriate actions
• Generate new members and maximise data capture for repeat visits
• Maintain a highly visible presence in all areas of the club at peak times
• Manage the team’s day-to-day activities through directing, delegating, coaching, and support
• Ensure compliance with legal obligations (Gaming and Licensing Laws, Employment Legislation, Health & Safety, Hygiene)
• Operate in accordance with the Company’s Manuals, standards and procedures
• Promote a Safer Gambling Environment across all channels

The Winning Combination We’re Looking For

• Previous experience managing a team in a face-to-face customer service role, ideally within leisure, gaming, hospitality or retail
• Evidence of applying business awareness to decision making and understanding commercial drivers
• Experience setting an example for customer service on the floor
• Strong focus on customer service standards with attention to detail
• Self-aware, open to constructive feedback
• Committed to personal and others’ development
• Experience managing and driving new initiatives
• Driven to deliver tangible results

Applicants must be 18+