Deputy Club General Manager | Guest Experience Leader in Wakefield

We have an exciting opportunity for a Deputy General Manager to join the team at Buzz Bingo, supporting one of our West Yorkshire clubs either Leeds, Wakefield, Bradford or Barnsley. This is a full-time position, working 44 hours per week across 7 days, and requires full flexibility to work during all opening hours. Although you’ll be based at one of our clubs, you will be expected to travel and provide cover, so a willingness to travel at short notice is essential, paying up to £35,000 depending on experience.

At Buzz Bingo, together we’re on a mission to be the Nation’s No 1 Choice for Bingo. Our teams in Clubs across the country and in our Support Centre are smart and passionate about what they do. We know each person here can make a big difference, so we’ll support your professional goals, give you what you need to thrive, and celebrate your success along the way! We believe in the power of Bingo to bring people together, and it is that spirit of connection - online and in Club - that makes us a Bingo business unlike any other.

The Role You’ll Play

As Deputy Manager you’ll play a key part in making sure there is consistent delivery of the Buzz Bingo Brand Values, and a culture of exceptional customer service, at each point of the Customer journey. You’ll also assist the General Manager to implement the brand strategy flawlessly at a local level and provide input to the club’s local strategic plan.

Hit the Jackpot with Our Benefits

In return for everything you bring, we offer an exciting role in a dynamic business and a great rewards package. We’ll help you build your skills and career as you work with us in a business that never stands still. That means you’ll have access to:

• 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
• Buzz Brights Apprenticeships
• Buzz Brilliance Awards – Employee Recognition Scheme
• Buzz Learning, our digital learning platform with access to 100s of online courses
• In-house training – IOSH, First Aid, Fire Safety, Gamcare and more
• Access to Trained Mental Health Advocates for advice on your mental wellbeing
• 5 weeks Annual Leave plus Public Holidays (Prorated accordingly for part time Colleagues)
• Buy Holidays Salary Sacrifice Scheme – opportunity to buy an extra week’s holiday (if eligible)
• Staff discount 50% off bingo tickets, food & soft drinks
• Life Assurance

Your Responsibilities as Part of Our Team

• 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

The Winning Combination We’re Looking For

• 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