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- Tasks: Lead and motivate a team while ensuring excellent customer service on the shop floor.
- Company: Join William Hill, a trusted name in betting with over 1,300 shops across the UK.
- Benefits: Enjoy competitive pay, annual bonuses, 28 days holiday, and great discounts.
- Why this job: Be part of a vibrant culture that values your growth and celebrates diversity.
- Qualifications: Must be 18+, with supervisory experience and strong people skills.
- Other info: Flexible working hours with opportunities for career progression.
The predicted salary is between 30000 - 42000 £ per year.
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.
We put our customers 1st and as a Team Leader in one of our betting shops, you’ll play a vital role in helping us to maintain this atmosphere, making your mark on our business and our industry. In return, you’ll be rewarded with continuous training and development, great benefits, and opportunities to progress with our Career Pathways, because by investing in you, we’ll raise our game.
Responsibilities
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
- Shifts are devised on a rota basis and are subject to change, they will include evening and weekend working
Benefits
- Annual Pay Review & Bonus Scheme: Your base salary will be reviewed annually and you will also qualify for an annual performance bonus
- Holiday entitlement: You’ll be entitled to 28 days holiday annually (pro rata)
- Paid birthday day off: In addition to your 28 days holiday, you will receive an extra paid day off for your birthday which can be taken any time within your birthday month.
- Subsidised travel: For roles based in London, you’ll enjoy access to our heavily discounted (or free, depending on location) Zone 1-6 Oyster card for convenient, reduced cost commuting.
- 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.
- 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.
Qualifications
- 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
Next steps
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 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, 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. Marking a new sense of purpose, direction and ambition for the business, there couldn’t be a more exciting time to join us as we accelerate our journey to bring even greater delight to our customers with world-class betting and gaming experiences. That’s the future. That’s evoke.
At evoke, you’ll benefit from flexibility and a culture built on trust. We’ll give you the space to be yourself and the tools you need to protect our customers while they play. We’ll invest in your future to help you develop your unique strengths and build a career that’s right for you.
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Customer Service Team Leader employer: William Hill
Contact Detail:
William Hill Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Customer Service Team Leader
✨Tip Number 1
Familiarise yourself with the betting industry and William Hill's unique offerings. Understanding their customer service philosophy and how they engage with customers will help you stand out during interviews.
✨Tip Number 2
Showcase your leadership skills by preparing examples of how you've successfully motivated and developed a team in previous roles. Be ready to discuss specific situations where you improved team performance or customer satisfaction.
✨Tip Number 3
Demonstrate your commitment to customer service excellence. Think of ways you've gone above and beyond for customers in past positions, as this aligns perfectly with William Hill's focus on creating a welcoming atmosphere.
✨Tip Number 4
Prepare for the online assessment by practising common situational judgement tests. These assessments often evaluate your decision-making and interpersonal skills, which are crucial for a Customer Service Team Leader role.
We think you need these skills to ace Customer Service Team Leader
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights relevant supervisory experience and people skills. Use specific examples that demonstrate your ability to lead and motivate a team, as well as your customer service expertise.
Craft a Compelling Cover Letter: In your cover letter, express your enthusiasm for the role and the company. Mention how your positive attitude and dynamic approach align with William Hill's values and culture. Be sure to include why you want to work in a customer-focused environment.
Showcase Relevant Skills: Emphasise your strong interpersonal skills and empathy in your application. Provide examples of how you've successfully engaged with customers from diverse backgrounds and how you've championed customer satisfaction in previous roles.
Prepare for Online Assessment: Once you submit your application, be ready for the online assessment via HireVue. Familiarise yourself with common interview questions related to leadership and customer service, and practice articulating your experiences clearly and confidently.
How to prepare for a job interview at William Hill
✨Showcase Your Leadership Skills
As a Customer Service Team Leader, it's crucial to demonstrate your leadership abilities. Prepare examples of how you've successfully led a team in the past, focusing on motivation and coaching techniques that have resulted in improved performance.
✨Emphasise Customer Engagement
William Hill values customer interaction highly. Be ready to discuss your approach to building relationships with customers and providing excellent service. Share specific instances where you went above and beyond to enhance a customer's experience.
✨Highlight Your Problem-Solving Skills
In a fast-paced environment like a betting shop, challenges can arise unexpectedly. Prepare to talk about situations where you've effectively resolved issues, showcasing your ability to think on your feet and maintain high standards under pressure.
✨Demonstrate Your Understanding of Safer Gambling
As a champion of safer gambling, it's important to convey your awareness of responsible practices. Familiarise yourself with the company's policies and be prepared to discuss how you would promote these values within your team and to customers.
