Customer Service Team Leader

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.

• Lead and motivate a team of Customer Service Representatives.
• Coaching and development of your team.
• Maintain high standards and ensure the shop always looks the part (e.g., visual displays).
• Build relationships with our customers and provide an excellent customer service.
• Champion safer gambling at all times.
• Open and close the shop, with support from your team as required.
• Ensure your shop achieves targets.

• 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.

• 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.

• 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.

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 Hire Vue. After this stage, 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 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.

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.

Mid‑Senior level

Full‑time

Other

Gambling Facilities and Casinos

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