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Customer Service Manager 35h

Job Reference: West Hampstead
Date Posted: 09 November 2017
Employer: Ladbrokes
Location: West Hampstead
Salary: Market Rate
Sector: Bookmakers
Job Type: Permanent
Closing Date: 23 November 2017

Job Description

Job Purpose
This is a fantastic opportunity to become a Customer Service Manager 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 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
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

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.
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