Customer Service Team Leader

TN United Kingdom; Sutton-in-Ashfield; On-site; GBP 22,000 - 30,000; Full time

Job summary

An established industry player seeks a Team Leader to enhance the customer experience in a vibrant betting environment. This role involves leading a dedicated team, ensuring top-notch service, and maintaining shop standards. With a focus on personal development, you will benefit from extensive training and have clear pathways for career advancement. Enjoy competitive benefits, including performance bonuses, generous holiday entitlements, and a supportive work culture that values your contributions. If you're passionate about leadership and customer engagement, this opportunity is perfect for you.

Benefits

Quarterly performance bonuses

Best-in-class training

28 days holiday plus birthday off

Pension matching up to 4%

Discounts at high street shops

Access to discounted travel card

Qualifications

• Must be 18+ and have supervisory experience.
• Strong interpersonal skills to engage with diverse customers.

Responsibilities

• Lead and motivate a team of Customer Service Representatives.
• Ensure high standards and provide excellent customer service.

Skills

Supervisory experience

People skills

Interpersonal skills

Empathy

Customer service

Job description

Job Description:

For our customers, William Hill is more than a betting shop. It’s a home from home—a place where you can meet friends, socialise, and enjoy the sport with a warm tea or coffee in hand.

As a Team Leader in one of our betting shops, you’ll play a vital role in helping us maintain this atmosphere. In return, you’ll be rewarded with continuous training and development, great benefits, and opportunities to progress within our Career Pathways.

You will be responsible for:

• Leading and motivating a team of Customer Service Representatives
• Coaching and developing your team
• Maintaining high standards and ensuring the shop always looks its best (e.g., visual displays)
• Building relationships with customers and providing excellent customer service
• Championing safer gambling at all times
• Opening and closing the shop, with support from your team as required
• Ensuring your shop achieves targets

Working patterns:

• Our shops have a variety of opening times between 8am-10pm, Monday to Sunday
• Shifts are scheduled on a rota basis and may include evenings and weekends

What do you need to be successful?

• Aged 18+ (this is a legal requirement)
• Supervisory experience and strong people skills
• A positive, can-do attitude with a professional and dynamic approach
• Strong interpersonal and empathy skills to engage with customers from all walks of life

What's in it for you?

We offer a range of competitive benefits because we care about our people and their development. From financial benefits to health and wellbeing initiatives, at William Hill, we’re on your side:

• Compensation: Recognition of high performance with incentives and the opportunity to earn quarterly performance bonuses.
• Training and development: Our induction programme is best-in-class, supplemented by external and on-the-job training throughout your tenure.
• Career prospects: Opportunities to progress further, such as becoming a Cluster Operations Manager or moving into Head Office roles.
• Holiday entitlement: 28 days holiday plus an extra paid day off for your birthday.
• Pension plan: We match your pension contributions up to 4%.
• Perks and discounts: Discounts at high street shops, cinemas, and holidays.
• Travel card: Access to our discounted Zone 1-6 Oyster card for convenient commuting.