Deputy General Manager

Bada Bingo; United Kingdom; Remote; GBP 23,000 - 39,000; Full time

Benefits offered by this job

Help@Hand wellbeing app

Thrive App (NHS approved)

Buzz Brilliance Awards

Staff discount 50% off bingo tickets,

5 weeks Annual Leave + public holidays

Buzz Brights Apprenticeships

Job summary

Buzz Bingo Feltham is seeking a Deputy General Manager to lead customer experience with the Buzz brand energy. This full-time role (44 hours per week) requires full flexibility across openings and offers a salary up to £39,000 per annum.

As Deputy Manager you’ll support the General Manager to implement the local brand strategy, drive service standards on the floor, coach the team, monitor KPI performance and help shape the club’s strategic plan while adhering to Gaming and Safer Gambling

Qualifications

• Experience leading a team in a face-to-face customer service role.
• Ability to drive business awareness and commercial drivers.
• Sets an example for customer service on the floor.
• Maintains high service standards with attention to detail.
• Welcomes constructive feedback and seeks development.

Responsibilities

• Assist the General Manager in ensuring a consistently excellent customer experience.
• Deputise for the General Manager in all operational aspects of the Club.
• Evaluate actions to maintain and improve KPI performance.
• Ensure adequate levels of staff are deployed to maximise service.
• Provide input to the club’s local strategic plan.
• Deliver regular performance reviews and set clear expectations.
• Coach and motivate the team to deliver exceptional service in every session.
• Respond to customer feedback and drive continuous improvement.
• Generate new members and maximise data capture for retention.
• Maintain a highly visible presence at peak trading times.
• Direct, delegate and support the team in day-to-day activities.
• Ensure compliance with Gaming/Licensing laws, Employment Law, Health and Safety, and hygiene.

Skills

Team management

Customer service focus

Commercial awareness

Attention to detail

Feedback receptiveness

Professional development

Initiative

Job description

We have an exciting opportunity for a Deputy General Manager to join us here at Buzz Bingo Feltham. This role is working full time 44 hours per weekand you must be fully flexible to work during all opening hours, paying up to £39,000 p/a.

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.

Hit the Jackpot with Our 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 for you and your family giving you fast remote access to a GP for advice and more
• Thrive App – for your mental wellbeing approved by the NHS
• Buzz Brights Apprenticeships
• Buzz Brilliance Awards – Employee Recognition Scheme
• 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 drinks

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
• Evaluate actions to maintain and improve KPI performance
• Ensure adequate levels of staff are deployed in each area to maximise customer service throughout the day
• Provide input to the club’s local strategic plan
• Provide performance expectations through regular feedback and the implementation of performance reviews for all members of the team
• Deliver a culture of exceptional customer service by coaching and encouraging team members to drive service levels in every session
• Critically evaluate the feedback received from all Customers and respond to this
• Generate new members and communicate with them appropriately to generate repeat visits including maximising data capture
• Have a highly visible presence in all areas of the club at peak trading times
• 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, or hospitality 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

Applicants must be 18+