Deputy General Manager

4 weeks ago

Nottingham, Nottingham, United Kingdom Buzz Bingo Full time
Deputy General Manager Opportunity

We are seeking a highly skilled and experienced Deputy General Manager to join our team at Buzz Bingo. As a Deputy General Manager, you will play a key part in ensuring the consistent delivery of the Buzz Bingo Brand Values and a culture of exceptional customer service at each point of the customer journey.

Key Responsibilities:

  • Assist the General Manager in ensuring that the customer experience is consistently delivered at each point in the customer journey
  • Assist the General Manager to implement the brand strategy flawlessly at a local level
  • Deputise for the General Manager in all operational aspects of the Club
  • Seek opportunities to recognise and appreciate those that go the extra mile
  • Evaluate actions to maintain and improve KPI performance, based on information provided by the General Manager
  • 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 on a trimester basis
  • 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
  • Ensure the Club is operating in strict accordance with the Company's Operating Manuals, standards and procedures
  • Ensuring you create a Safer Gambling Environment for all our Customers and Colleagues across all of our channels; online, in club and live

Requirements:

  • Previous experience of managing a team in a face-to-face customer service role, ideally within a leisure, gaming, hospitality or retail 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
  • You are driven by a need to deliver tangible results

What We Offer:

  • 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
  • My Eva – an online financial expert to help with any money-related matters
  • Buzz Brights Apprenticeships including – Customer Service Level 3
  • Buzz Learning, our digital learning platform with access to 100s of online courses
  • In-house Training – Fire safety, Food safety 1 & 2, COSHH and more
  • Access to Trained Mental Health Advocates for advice on your mental wellbeing
  • Staff discount 50% off bingo tickets, food & soft drinks
  • Refer a Friend Scheme
  • Pension Scheme

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