William Hill
Customer Service Representative
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Retail Staff Job Description
If you’re a people person, you’ll love working here — your team and you will be at the heart of a world-class betting experience at William Hill.
About the Role
People don’t just come here to place bets — they come for the experience. Our colleagues in retail drive that experience, ensuring the customer feels valued and engaged. This role focusses on delivering exceptional customer service, supporting safer gambling, and building strong relationships within communities.
- This is far more than just taking bets; it’s about making every visit memorable
- You’ll be supported with comprehensive training, encouragement, and opportunities to develop your career
- Individual growth directly contributes to the team’s success — both for you and for William Hill
Responsibilities
Your role requires balance, empathy, and a customer-first mindset. Key accountabilities include:
- Welcoming customers with a friendly, knowledgeable demeanour
- Processing bets efficiently while assuming full responsibility for queries
- Demonstrating ** How to Use Betting Terminals** transparently
- Building relationships that keep customers engaged and well-informed
- Championing safer gambling consistently, making responsible gaming a priority
- Assisting shop managers with displays and operational tasks, including opening/closing routines
Working Patterns
- Opening times vary by shop — Monday to Sunday, typically 8am–10pm using shop-specific schedules
- Work is arranged via a rota, meaning shifts may require flexibility for weekend and evening commitments
- A typical employee at this client-facing level will likely work mix of morning, afternoon, evening, and weekend shifts
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What’s in it for you?
We invest in our team because we know their success is our success. Our competitive benefits package reflects our commitment to your professional growth, wellbeing, and work-life balance:
Contracts & Earning Potential
- Full-time and part-time opportunities available
- Base pay includes an annual pay review and performance-based bonus scheme
- Benefits include:
Financial & Wellbeing Support
- Annual holiday entitlement: 28 days (pro-rata if part-time)
- Additional paid birthday day:
- On top of your annual leave, enjoy one paid day off in your birthday month
- Pension match: Up to 4% of your contributions, funded by William Hill
Discounts & Rewards
- Elegible for exclusive discounts on shop offers, cinemas, and holidays
- Compelling deals to enrich free time and leisure pursuits
Career & Development
- Promotion from within encouraged and supported
- Exposure to career pathways and training opportunities designed to help you thrive
Requirements & Success Criteria
To flourish in this role, you should have:
- Be at least age 18+ (compliance with our UK legal responsibilities)
- A genuine passion for delivering world-class customer service — we reward passion
- Strong interpersonal and empathy skills, with the ability to engage with diverse customers
- Commitment to responsible gambling, as Championing safer gambling is part of our emotional contract
What happens next?
If you see yourself inspiring the next generation of betting experiences, the application process is a straightforward four-step journey:
- Apply online through this posting
- If shortlisted, you’ll be sent a HireVue assessment link
- Progress to interview (or video interviews, depending on selection stage)
- With successful candidates, we’ll help you startaser por your future with training and welcome support
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About William Hill
Founded in 1966, our 01,300+ UK high-street shops remain a cornerstone of the British retail landscape, led by our passionate Retail team embodying the core purpose — that great bets are built on great people, and this job is fundamental to that belief.
Our culture cultivates:
- Trust and belonging across all levels of work
- Flexible empowerment with a focus on manaement trust, not strict timetry
- Celebration of our team strengths and individual differences
We don’t just do business — we build relationships that grow with our communities and with our people; ensuring that everyone — from customer to employee — wins together.
Meet evoke
William Hill is part of evoke, the parent company responsible for world-famous brands like William Hill, 888, and Mr Green. We unite talent and innovation, driven by a fresh vision and bold ambition to reinvent our future of responsible gaming on national and international stages.
At evoke, we offer:
- Flexibility: Systems that work for you, not the other way around
- Inclusivity: Unwavering trust between leadership and employees
- Opportunities to combine your passion for gambling (in all its responsible forms) with personal and career growth
- A commitment to protecting our customers through efforts that continually sharpen your personal skills
Plan a career where you’re both contributor and enhancer of a game-changing betting experience.
Ready to place your bets on the world’s dynamic atmosphere? Apply today.
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