William Hill
Customer Service Representative
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Customer Service Representative
Job Description: Retail Customer Service Assistant (William Hill Shops)
Our shops aren’t just about placing bets—we’re about creating memorable experiences. As part of our winning team, you’ll be the friendly face that customers remember, the expert who helps them, and a vital part of what makes William Hill successful.
About the Role
We’re looking for passionate people-focused individuals who want to build a long-term career with us. Our colleagues are the backbone of our business, putting customers first while contributing to the communities we serve.
You’ll thrive in this environment if you love interacting with people, assisting with day-to-day tasks, and taking pride in delivering exceptional service. With plenty of support, training, and opportunities for growth, we’ll help you raise your game—while we raise ours too.
Your Key Responsibilities
- Welcoming customers with a friendly, helpful attitude
- Processing bets and assisting with customer queries efficiently
- Training customers on how to use our betting terminals
- Building strong customer relationships and delivering outstanding service 24/7
- Championing safer gambling practices with every customer interaction
- Supporting managers with shop displays, opening/closing duties, and general retail tasks
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Work Patterns
- Opening hours: Shops operate between 8am–10pm every day (Monday–Sunday)
- Shifts are rota-based, including evenings and weekend work
- Hours are flexible for full-time and part-time roles
What’s in It for You?
We invest in our people because we know a team united wins together. Here’s how we support your success:
Competitive Pay & Recognition
- Annual pay reviews – your base salary will be reassessed each year
- Performance bonus scheme – rewards for hard work and dedication
- Pro rata holiday entitlement – 28 days per year (including part-time)
- Paid birthday day off – an extra day of leave per year during your birthday month
Development & Wellbeing
- Pension matching: We’ll match 4% of your pension contributions
- Career development: We promote from within and provide training to support your growth
- Discounts & perks: Enjoy exclusive offers on high-street shops, cinemas, and holidays
- Flexible work culture: Our approach is based on trust and inclusivity, empowering you to work in a way that suits you
What You Need to Succeed
- Must be 18+ (a legal requirement for retail roles)
- Strong passion for customer service
- Excellent interpersonal skills and empathy – you’ll engage with people from all backgrounds
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What Happens Next?
- Submit your application – our Talent Acquisition team will review it carefully.
- If shortlisted, you’ll receive an online assessment link via HireVue.
- Successful candidates will be invited to interview.
Who We Are: William Hill at evoke
Integral to evoke – the new name for 888 Holdings – with over 1,300 shops across the UK since 1966, our Retail team is at the heart of the high-street experience.
Our Guiding Principles
- Culture built on trust and belonging – we celebrate individual strengths and differences
- Investing in you: From training to career progression, we win together – meaning you win
- A dynamic future: As part of evoke – including brands like William Hill, 888, and Mr Green – we’re accelerating innovation to deliver unbeatable betting experiences. Join us in shaping the next chapter.
At evoke, You Get:
- A workplace that values flexibility, psychological safety, and growth
- Supportive culture where you’ll belong and thrive
- Tools to safeguard responsible gambling while delivering excellence
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