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Experienced Deputy General Manager
2 months ago
This is a challenging and rewarding opportunity to join the leadership team at Buzz Bingo as an Experienced Deputy General Manager. As a key member of the management team, you will play a vital role in ensuring the consistent delivery of exceptional customer service and the implementation of the company's brand strategy at a local level.
Key Responsibilities- Customer Experience: Assist the General Manager in ensuring that the customer experience is consistently delivered at each point in the customer journey, from initial contact to post-visit follow-up.
- Brand Strategy: Assist the General Manager to implement the brand strategy flawlessly at a local level, ensuring that all aspects of the business are aligned with the company's overall vision.
- Operational Leadership: Deputise for the General Manager in all operational aspects of the Club, including staff management, customer service, and business operations.
- Staff Development: Seek opportunities to recognise and appreciate staff who go the extra mile, and provide feedback and coaching to help them develop their skills and performance.
- Performance Management: Evaluate actions to maintain and improve KPI performance, based on information provided by the General Manager, and provide regular feedback and performance reviews to staff.
- Customer Service Standards: Deliver a culture of exceptional customer service by coaching and encouraging team members to drive service levels in every session, and critically evaluate feedback received from customers to respond to their needs.
- New Business Development: Generate new members and communicate with them appropriately to generate repeat visits, including maximising data capture and ensuring a Safer Gambling Environment for all customers and colleagues.
- Team Management: Effectively manage the team in their day-to-day activities by directing, delegating, coaching, and supporting as required, and ensure that the Company's legal obligations are being properly observed and adhered to.
- Leadership Experience: Previous experience of managing a team in a face-to-face customer service role, ideally within a leisure, gaming, hospitality or retail environment.
- Business Awareness: Evidence of bringing business awareness to decision making and understanding the commercial drivers of the business.
- Customer Service Expertise: Evidence of setting an example for customer service and interaction 'on the floor', with a relentless focus upon customer service standards and strong attention to detail.
- Self-Awareness: Self-aware and welcomes constructive feedback, committed to your own and other's development, and driven by a need to deliver tangible results.
Buzz Bingo is an equal opportunities employer, 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.
