Customer Service Representative

Job Description

People don’t just come here to place bets, they come for the experience. And you will be at the heart of it all. Careers in our shops are about much more than simply taking bets. Our colleagues are the backbone of our business and working in retail at William Hill is really about putting our customers first and getting to know them and the communities in which we live and work. If you’re a people person, you’ll love working here. What’s more, you’ll have the support, training, and encouragement to build a career that raises your game, with plenty of incentives to keep you motivated along the way because by investing in you, we’ll raise our game.

Responsibilities

• Welcoming customers with a friendly face
• Processing bets and assisting with customer queries
• Helping customers by demonstrating how to use betting terminals
• Building relationships with our customers and providing excellent customer service
• Championing safer gambling at all times
• Supporting managers with shop displays and opening/closing activities as required

Working Patterns

• Our shops have a variety of opening times between the hours of 8am-10pm, Monday to Sunday
• Shifts are devised on a rota basis and are subject to change; they will include evening and weekend working

Benefits

• Working hours: a range of full and part-time hours on offer.
• Annual Pay Review & Bonus Scheme: Your base salary will be reviewed annually, and you will also qualify for an annual performance bonus.
• Holiday entitlement: 28 days holiday annually (pro rata).
• Paid birthday day off: an extra paid day off for your birthday which can be taken at any time within your birthday month.
• Subsidised travel: For roles based in London, access to a heavily discounted (or free, depending on location) Zone 1-6 Oyster card.
• Pension plan: We’ll match your pension contributions to 4%.
• Perks and discounts: Great discounts in high street shops, cinemas and even holidays.
• Training and development: We promote from within and support your growth with career development opportunities.

Requirements

• Age 18+ (legal requirement)
• Have a passion for delivering great customer service
• Strong interpersonal and empathy skills with the ability to engage with customers from all walks of life

Application Process

Once you’ve applied, our Talent Acquisition team will review your application. If you’re successful at this stage, we’ll email you with a link to complete an online assessment via HireVue. After this stage, successful candidates will be invited for an interview.

About William Hill

We’re William Hill, part of evoke. With over 1,300 shops across the UK, we’ve been a permanent fixture on the high street since 1966 – our Retail team sits at the heart of the high‑street experience. Our culture is built on trust and belonging. We empower our teams to work in the way that is best for them, celebrating our differences and ensuring that we win together. You’ll be a great fit if you have the drive and energy to achieve your career aspirations and raise your game for yourself and for William Hill.

About Evoke

We’re a business that embraces change and progress. The power behind big‑name brands William Hill, 888 and Mr Green, evoke is the new name for 888 Holdings. With a new sense of purpose, direction and ambition, we’re building an exciting future that’s all about delighting our customers with world‑class betting and gaming experiences.