Customer Service Team Leader

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.

Job description

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.

You will be responsible for:

1. Leading and motivating a team of Customer Service Representatives
2. Coaching and development of your team
3. Maintaining high standards and ensuring the shop always looks the part (visual displays)
4. Building relationships with our customers and providing excellent customer service
5. Championing safer gambling at all times
6. Opening and closing the shop, with support from your team as required
7. Ensuring your shop achieves targets

Working patterns:

1. Our shops have a variety of opening times between 8am-10pm, Monday to Sunday
2. Shifts are devised on a rota basis and are subject to change, including evening and weekend working

What\’s in it for you?

We offer a range of competitive benefits because we care about our people and their development. From financial benefits to health and wellbeing initiatives, we want you to know that, at William Hill, we win together:

• 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. We’ll upskill you with external and on-the-job training throughout your time here.
• Career prospects: Opportunities to progress further, such as becoming a Cluster Operations Manager or into a Head Office role.
• Pension plan: We’ll match your pension contributions up to 4%.
• Sharesave Scheme: An opportunity to purchase William Hill shares at a discounted price, investing in our business’s future.
• Perks and discounts: Enjoy discounts in high street shops, cinemas, and holidays.
• Cycle to Work: A cost-effective way to get cycling equipment.

What do you need to be successful?

• Aged 18+ (legal requirement)
• Supervisory experience and excellent people skills
• A positive, proactive attitude with professionalism
• Strong interpersonal and empathy skills to engage with diverse customers

Please note: If you are not a passport holder of the country for the vacancy, you might need a work permit. Check our Blog for more information.

Bank or payment details should not be provided when applying. All applications should be made via the \’Apply now\’ button.

Created on 12/07/2025 by TN United Kingdom

#J-18808-Ljbffr