Customer Service Team Leader

Overview

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.

As a Team Leader in one of our betting shops, you’ll play a vital role in helping us maintain this atmosphere. In return, you’ll be rewarded with continuous training and development, great benefits, and opportunities to progress through our Career Pathways.

You will be responsible for on-the-shop-floor activities and customer engagement to ensure the best experience.

Key responsibilities include:

• Leading and motivating a team of Customer Service Representatives
• Coaching and developing your team
• Maintaining high standards and ensuring the shop always presents well (e.g., visual displays)
• Building relationships with customers and delivering excellent customer service
• Championing safer gambling at all times
• Opening and closing the shop, with support from your team as required
• Ensuring the shop achieves targets

• Shifts vary with opening times between 8am–10pm, Monday to Sunday
• Rotas are subject to change and may include evenings and weekends

• Annual pay review and bonus scheme
• Holiday entitlement of 28 days per year (pro rata)
• Paid birthday day off in addition to the 28 days
• Subsidised travel for roles based in London (discounted or free Oyster card)
• Induction and ongoing training and development
• Career prospects (e.g., progression to roles such as Cluster Operations Manager or Head Office)
• Pension plan with 4% employer contributions match
• Perks and discounts with partners in various sectors

• Aged 18+ (legal requirement)
• Supervisory experience and strong people skills
• Positive, can-do attitude with professionalism and dynamism
• Strong interpersonal and empathy skills with the ability to engage with customers from all walks of life

After you apply, our Talent Acquisition team will review your application. If successful, you’ll receive an email with a link to complete an online Hire Vue assessment. Successful candidates will be invited for an interview.

We’re William Hill, part of evoke. With over 1,300 shops across the UK, we’ve been a fixture on the UK high street since 1966. Our culture is built on trust and belonging, empowering teams to work in a way that suits them while maintaining our standards and values.

We’re a business embracing change and progress. William Hill, 888, and Mr Green are part of evoke, the new name for 888 Holdings. We offer flexibility, trust, and a commitment to protecting our customers while they play. We invest in your future to help you develop your strengths and build the career you want.

Industries:
Gambling Facilities and Casinos

Job function:
Other

Seniority level:
Mid-Senior level

Employment type:

Full-time

Location detail:
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