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Customer Service Manager

Job Reference: 00798526
Date Posted: 05 January 2018
Employer: Ladbrokes
Location: Rayners Lane
Salary: Market Rate
Sector: Bookmakers
Job Type: Permanent
Closing Date: 31 March 2018

Job Description

Job Purpose

To supervise the shop team in the absence of the Shop Manager to maximise shop profitability, through promotion of products.  To deliver outstanding customer service whilst adhering to all company policies, procedures, compliance and standards. Contributing to a safe and enjoyable environment where colleagues and customers feel welcomed and engaged.

Responsibilities & Experience
  • Delivering consistently exceptional customer service and ensuring a great customer journey, resolving complaints and issues when necessary.
  • Ensuring compliance with the following;
  • Health and Safety procedures
  • Responsible Gambling and Self-Exclusion Guidelines
  • Security procedures
  • Think 21
  • Cost Control
  • Maintaining high shop standards, taking pride in the shop and ensuring all colleagues adhere to the company uniform policy.
  • Ensuring the shop is clean and a shop tidy is completed at regular interviews when on duty.
  • Ensuring the Customer Service Assistants understand the company’s product offering, both in shop and online to enable them to have confident conversations with customers.
  • Supporting the Shop Manager with the training and development of the Customer Service Assistants.   
Having commercial awareness and understanding how they can personally impact the shop’s profitability.
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