Retail Customer Service Manager

1 Month ago • All levels • Customer Service

Job Summary

Job Description

As a Retail Customer Service Manager at Entain, you will be a vital part of the team, delivering excellent customer service and upholding high standards daily. In our Ladbrokes & Coral betting shops, you will serve customers, build rapport to encourage repeat business, and contribute to a winning team environment that prioritizes customer well-being. Key responsibilities include providing outstanding customer service, promoting safer gambling, taking bets across various sports and events, processing transactions (including cash handling), demonstrating products and betting terminals, handling customer complaints with empathy, working towards goals, maintaining shop standards, and opening or closing the shop as required. The role involves working varied shifts including weekends and bank holidays, with a typical weekly rota of 20 hours.
Must have:
  • Deliver outstanding customer service.
  • Urge safer gambling.
  • Take bets on sports and events.
  • Process customer transactions.
  • Handle customer complaints.
  • Maintain high shop standards.
  • Be 18 years of age or over.
  • Communicate effectively.
  • Be self-motivated and proactive.
  • Deal with challenging situations calmly.
Good to have:
  • Passion for sports.
  • Enjoy building strong relationships.
  • Happy to work alone or in a team.
  • Help demonstrate products.
Perks:
  • Competitive salary
  • Optional overtime
  • Pension Scheme
  • Annual ShareSave
  • Retailer discounts
  • Healthcare and wellbeing support
  • Development opportunities
  • Recognition prizes
  • Inclusive and supporting community

Job Details

Company Description

Sports betting, gaming and interactive entertainment is changing, and we’re leading that change. By putting people first. By placing exciting, engaging and entertaining experiences at more fingertips than ever before. We're pulling into pole position by pushing boundaries further. With innovation. With technology. But most importantly, with people like you. Because when you join Entain, it’s your game. So let’s win together.

Job Description

Do you love sports or have a passion for great customer service? Do you enjoy forming positive relationships? As a Retail Customer Service Manager, you will be an integral part of the Entain family, delivering top customer service and driving standards on a daily basis. In our exciting, dynamic Ladbrokes & Coral betting shops no two days are the same and you’ll have the chance to contribute to a team that wins together and does what’s right by our customers. 

Reporting to the Shop Manager you will be part of the Shop team, who will be serving customers and building a rapport to encourage repeat custom.

Are you ready to launch a winning career?

What you will do

  • Deliver outstanding customer service.
  • Always urging safer gambling.
  • Take bets on a wide range of sports and events.
  • Process customer transactions including cash handling.
  • Help demonstrate our products & betting terminals to customers.
  • Handle customer complaints or concerns with empathy and problem-solving skills.
  • Work towards defined targets and goals.
  • Maintain high shop standards.
  • Open or close the shop as needed.

Working patterns

Our shops can be open from Monday to Sunday 8am - 10pm depending on the location. This includes weekends and bank holidays.

Your typical weekly rota will be 20 hours and made up of a blend of long opening shifts (once you’ve completed your training), long closing shifts and shorter evening shifts, and will vary week to week. As a key holder you will be responsible for opening and closing the shop.

At Entain, we believe in the importance of a healthy work-life balance and commit to providing you with your rota at least four weeks in advance.

Qualifications

  • You must be 18 years of age or over to work in one of our betting shops.
  • Passion for delivering great customer service!
  • Do you enjoy building strong relationships and can you communicate effectively?
  • Self-motivated and proactive.
  • Are you happy to work alone or as part of team?
  • Ability to deal with challenging situations in a calm and professional manner.

Additional Information

What we offer

At Entain, we know that signing top players requires a great starting package, and plenty of support to inspire peak performance. Join us, and a competitive salary is just the beginning. Working for us in our betting shops, you can expect to receive great benefits like:

  • Optional overtime subject to availability.
  • Pension Scheme and annual ShareSave.
  • Discounts with hundreds of retailers through Entain Deals.
  • Healthcare and wellbeing support.
  • Development opportunities.

And outside of this, you’ll have the chance to turn recognition from leaders and colleagues into amazing prizes. Join a winning team of talented people and be a part of an inclusive and supporting community where everyone is celebrated for being themselves.

Should you need any adjustments or accommodations to the recruitment process, at either application or interview, please contact us. 

#LI-DNI

At Entain, we do what's right. It's one of our core values and that's why we're taking the lead when it comes to creating a diverse, equitable and inclusive future - for our people, and the wider global sports betting and gaming sector. However you identify, our ambition is to ensure our people across the globe feel valued, respected and their individuality celebrated. 

We comply with all applicable recruitment regulations and employment laws in the jurisdictions where we operate, ensuring ethical and compliant hiring practices globally.

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