William Hill
Customer Service Team Leader
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Customer Service Team Leader
**Job Title: Team Leader (Retail) – William Hill
About the Role
For our customers, William Hill is more than just a betting shop—it’s a home from home. A place to:
- Meet friends
- Socialise
- Enjoy sports
- Relax with a warm drink
As a Team Leader, you’ll help maintain this warm, welcoming atmosphere while shaping the future of our business. In return, we offer:
- Continuous training and development
- Competitive benefits and incentives
- Career progression opportunities through our Career Pathways
Responsibilities
This is a shop-floor-oriented role, requiring direct engagement with customers to create a top-tier experience. Your key tasks include:
- Leading and motivating a team of Customer Service Representatives
- Coaching and developing your team to uphold excellent standards
- Maintaining a visually appealing environment (e.g., displays, shop presentation)
- Building strong customer relationships and delivering exceptional customer service
- Championing safer gambling practices at all times
- Assisting with opening and closing operations (with team support)
- Ensuring the shop meets profitability targets
Working Patterns
- Operating hours: 8am – 10pm, Monday to Sunday
- Shift patterns: Rotational, with evening and weekend shifts
- Shifts may vary based on your agreed rota.
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Benefits
We invest in our people through competitive rewards, allowing you to thrive professionally and personally:
- Annual Pay Review & Bonus Scheme:
- Base salary reviewed yearly.
- Annual performance-based bonus.
- Holiday Entitlement: 28 days per year (pro rata).
- Paid Birthday Day Off: An extra paid day in your birthday month.
- Training & Development:
- Induction training (industry-leading).
- Ongoing external and on-the-job learning.
- Career Prospects:
- Progress to roles like Cluster Operations Manager or Head Office positions.
- Pension Plan: 4% employer match on contributions.
- Exclusive Discounts: Savings on high-street shops, cinemas, and holidays.
Requirements
To succeed in this role, you must:
- Be aged 18+ (legal requirement).
- Have supervisory experience and strong people skills.
- Demonstrate a positive, solution-focused attitude with a dynamic and professional approach.
- Excel in interpersonal communication, empathy, and customer engagement (across all demographics).
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The Next Steps
- Apply, and our Talent Acquisition team will review your submission.
- Shortlisted candidates complete an online assessment via HireVue.
- Interview for final selection.
About William Hill & Evoke
William Hill, part of Evoke (formerly 888 Holdings), has been a trusted high-street brand since 1966—operating 1,300+ retail venues nationwide.
Our culture is founded on trust, inclusivity, and teamwork, celebrating individual strengths while shaping a collaborative future. We value authenticity: drive, energy, and ambition will help you align with our mission of elevating our game—together.
🔗 Connected Business: William Hill
Evoke’s Learning Journey: A rebranded 888 Holdings, Evoke drives innovation in betting and gaming. Join us as we redefine customer delight with leading-edge experiences.
At Evoke, expect:
- A flexible, trusting environment.
- Support to unleash your strengths.
- A custom-built career path tailored to your expertise.
By taking on this role, you’ll contribute to our legacy—one vibrant retail experience at a time. Welcome aboard.
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