Customer Service Manager
Walsall GB
14d ago

Job PurposeThis is a fantastic opportunity to become a Trainee Customer Service Manager or a Customer Service Apprentice which is open to anyone aged 18 or over to join the team at Ladbrokes.

Your role will be to help manage and sustain the front-line service to customers that will enhance Ladbrokes' position as the country's leading bookmaker.

The ideal candidate will have a passion for customer service, sport and a drive to lead teams within a shop.

We look for candidates that are fully flexible. This means that the ideal candidate MUST be flexible to work in accordance with Ladbrokes opening times which can range from 8am to 10pm Monday to Saturday and 10am to 10pm Sundays.

Working days also include bank holidays. Summary of the Role

This is an entry level role with no entry requirements or pre-requisite qualifications for this apprenticeship role. This role will initially require you to act as the first point of contact with our customers.

You will be responsible for meeting, greeting and providing them with an exceptional level of service. You will be on hand to help by answering questions, demonstrating new machine products and taking bets.

  • Following completion of initial training you will be;
  • Welcoming customers and visitors into the shop
  • Handling cash quickly, accurately and responsibly
  • Promoting products and driving Multi-Channel services (online, mobile, tablets, apps, machines)
  • Promoting gaming machines and Self Service Betting Terminals (SSBT’s)
  • Providing a friendly and efficient service so as to encourage repeat business
  • Responsibilities & Experience You will then undertake in depth training which will give you the skills and knowledge to be a Customer Service Manager, allowing you to manage the shop in the Manager’s absence as well as some of the following;
  • Talk to customers with a view to identifying opportunities to promote profitable turnover
  • Deal with customer complaints and comments in such a way as to enhance customer loyalty, resolving as many as possible in the shop.
  • Maintain customer service throughout the shop according to Divisional standards
  • Contribute to colleague training
  • Open and / or Close the shop and work alone during certain hours
  • Prepare and implement staffing schedules as agreed by your Manager
  • Adhere to Human Resources Policies and Procedures At Ladbrokes we have expectations for colleagues. These are broken down as follows :
  • Service Standards

    Each colleague is responsible for the five point delivery action plan every day. This action plan consists of :

  • Acknowledge every customer within 30 seconds of them entering the shop
  • Be in the customer area at every opportunity when business levels allow
  • Offer every customer a free refreshment within 2 minutes of them entering your shop
  • Make clear eye contact with the customers as he / she places their bet
  • Provide the customer with a pleasant farewell as he / she leaves the shop or counter
  • Retail Standards

  • This includes duties such as making sure Shop presentation is at a high standard at all times, this will involve cleaning and tidying and maintaining the shop, checking the shop floor for anything needing re-
  • stocking, customer interaction, as well as making sure yours and your colleagues presentation standards are met at all times.

  • You will need to keep up to date on Ladbrokes offers, promotions, Sports and news. You should also know when you need to report something to your line manager.
  • Multi-Channel Experience

  • This is to enhance multi-channel Customer Experience Online & Mobile, promoting new platforms to allow consistent thinking, tailored to specific user interfaces (online, mobile, tablets, apps, machines)
  • Developing a retail Customer Experience by tailoring our Product Presentation to maximise the customer experience and support the delivery of Your Excitement
  • Growth in customer yield through cross-sell and up-sell
  • Should you be successful in joining the Ladbrokes team, once in employment, you will be supported by Lifetime Training, who will work with you and Ladbrokes to support you through a Level 2 Customer Service Apprenticeship tailored towards Ladbrokes

    One of the most exciting aspects about working for Ladbrokes is our approach to Reward. We have developed a number of award winning programmes that demonstrate our commitment to ensuring we recognise great performance.

    Every customer-facing role in our shops and every position in our Head Office has the potential to earn a competitive bonus.

    Plus there are fun and innovative incentive and recognition programmes operated throughout our retail estate.

    About The Company Every day thousands of people around the world enjoy betting and gaming with Ladbrokes. Part of Ladbrokes Coral Group, we are the home of the world’s best-

    loved betting and gaming brands and one of the biggest players in the UK with a significant presence across the globe.

    As a business that continually brings excitement to our customers’ betting and gaming experience, we believe it’s really important that our people have plenty of reasons to be excited about working with us too.

    And for you, we believe there really couldn’t be a more thrilling time to join us. We’re changing the way people experience betting and gaming.

    In fact, you could say we’re breaking down barriers and re-writing the rulebook on it.

    We are incredibly passionate about sport here at Ladbrokes, so if you are too, take a look around and explore the exciting opportunities we have waiting for you.

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