Customer Service Team Leader

6 months ago

Newcastle upon Tyne, United Kingdom Alexander Mann Solutions for William Hill (Retail) Full time

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 to maintain this atmosphere. In return, you’ll be rewarded with continuous training and development, great benefits, and opportunities to progress with our Career Pathways.

**You will be responsible for**:
This is not solely a desk-based role, you’ll be on the shop floor, engaging with our customers and ensuring the best experience by:

- Leading and motivating a team of Customer Service Representatives
- Coaching and development of your team
- Maintaining high standards and ensuring the shop always looks the part (e.g., visual displays)
- Building relationships with our customers and providing an 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 the hours of 8am-10pm, Monday to Sunday

**What do you need to be successful?**
- Aged 18+ (it’s a legal requirement)
- Supervisory experience and great people skills
- A positive, can-do attitude with a professional and dynamic approach to work
- Strong interpersonal and empathy skills with the ability 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 our health and wellbeing initiatives, we want you to know that, at William Hill, we’re on your side:

- _**Compensation**_: We recognise high performance with incentives and, there’s the opportunity to earn a quarterly performance bonus too.
- _**Training and development**_: Our induction programme is best-in-class. What’s more, we’ll upskill you with external and on-the-job training throughout your time here.
- _**Career prospects.**_ If you want to progress even further (e.g., as a Cluster Operations Manager or into a Head Office role) there are opportunities to do that.
- _**Holiday entitlement**:_ You’ll be entitled to 28 days holiday, plus an extra paid day off for your birthday.
- _**Pension plan**:_ We’ll match your pension contributions to 4%.
- _**Perks and discounts**:_ When you’re part of William Hill, you’ll enjoy great discounts in high street shops, cinemas and even holidays.
- _**Travel card**:_Enjoy access to our heavily discounted Zone 1-6 Oyster card for convenient commuting.

**Who are we?**

With over 1,400 shops across the UK, we've been a permanent fixture on the UK high street since 1966 - and our Retail team sit right at the heart of our high-street experience.

Our culture at William Hill is built on trust and a sense of belonging. We empower our teams to work in a way that is best for them, combining our individual strengths and celebrating our differences — you’ll be a great fit if you have the drive and energy to achieve your career aspirations and go one better, for yourself and for William Hill.

**Salary**: From £23,989.00 per year

**Benefits**:

- Company pension
- Employee mentoring programme
- Referral programme

Schedule:

- Monday to Friday
- Weekend availability

Supplemental pay types:

- Quarterly bonus

Ability to commute/relocate:

- Newcastle upon Tyne, Tyne and Wear: reliably commute or plan to relocate before starting work (required)

**Experience**:

- Customer Service: 1 year (required)

Work Location: In person

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