Retail Customer Service

📌 Core Information

🔹 Job Title: Retail Customer Service

🔹 Company: Entain

🔹 Location: Port Glasgow, Inverclyde, United Kingdom

🔹 Job Type: On-site

🔹 Category: 📞 Customer Service

🔹 Date Posted: Mon Mar 31, 2025

🔹 Experience Level: 0-2 years

🔹 Remote Status: On-site

📌 Essential Job Details

🚀 Job Overview

Key aspects of this role include:

• Delivering top-notch customer service and driving daily performance standards.
• Handling a diverse range of sports and events betting transactions.
• Building positive relationships with customers to encourage repeat business.
• Maintaining high standards in a fast-paced, dynamic betting shop environment.

ASSUMPTION: This role may also involve responsibilities that generally support shop operations, although not explicitly stated, such as ensuring cleanliness and adhering to safety regulations due to the retail setting.

📋 Key Responsibilities

✅ Deliver outstanding customer service.

✅ Encourage safer gambling practices.

✅ Take bets on a variety of sports and events.

✅ Process customer transactions, including cash handling.

✅ Demonstrate products and betting terminals to customers.

✅ Address customer complaints empathetically and solve problems effectively.

✅ Work towards targets and goals, including sales and customer satisfaction.

✅ Maintain the shop's high standards.

✅ Open or close the shop as needed, being a key holder.

ASSUMPTION: Employees might also be expected to participate in promotional events or activities to boost customer engagement.

🎯 Required Qualifications

Education: Not specified, typically requires secondary education for similar roles.

Experience: Experience in customer service is preferred but not mandatory.

Required Skills:

• Strong customer service orientation
• Effective communication
• Problem-solving abilities
• Teamwork
• Self-motivation and proactive attitude
• Empathy and ability to handle customer complaints
• Cash handling experience
• Relationship-building skills

Preferred Skills:

• Interest in sports
• Retail experience

ASSUMPTION: The role may require basic numerical skills to handle transactions effectively.

💰 Compensation & Benefits

Salary Range: £12.50 per hour

Benefits:

• Optional overtime based on availability
• Pension Scheme and annual ShareSave program
• Retail discounts through Entain Deals
• Healthcare and wellbeing support
• Development and recognition programs with prizes

Working Hours: Flexible shifts totaling 17 hours weekly, including weekends and bank holidays

ASSUMPTION: While rotational weekend and holiday shifts are expected, efforts might be made to balance work-life commitments, such as providing schedules four weeks in advance.

📌 Applicant Insights

🔍 Company Context

Industry: Entertainment Providers, particularly focused on sports betting and interactive gaming

Company Size: 10,001+ employees, implying varied opportunities for career progression and a robust support network

Founded: Indirectly founded on December 9, 2020, as Entain, evolving from GVC Holdings

Company Description:

• Among the world's largest sports betting and gaming brands
• Over 25 well-known brands including bwin, Ladbrokes, and partypoker
• Innovation and technology-driven expansion, such as BetMGM

Company Specialties:

• Online Gaming
• Sports Betting
• Customer Service and Retail

Company Website: http://EntainGroup.com

ASSUMPTION: Given its large size and industry reputation, the company likely supports extensive training and career development, ensuring staff is equipped with industry-leading knowledge.

📊 Role Analysis

Career Level: Entry-level to early-career, suitable for individuals seeking to gain experience in customer service and the retail betting sector

Reporting Structure: Reports directly to the Shop Manager, part of a close-knit shop team

Work Arrangement: On-site, involving direct interaction with customers in a retail environment

Growth Opportunities:

• Potential to move into managerial roles within the shop
• Cross-training opportunities for skill development
• Participation in corporate development programs to enhance career trajectory

ASSUMPTION: Opportunities for career progression are likely influenced by performance and skill acquisition, aided by the company's commitment to staff development.

🌍 Location & Work Environment

Office Type: Retail betting shop setting

Office Location(s): Port Glasgow, within shopping or central retail areas to attract foot traffic

Geographic Context:

• Historical town with a strong connection to shipbuilding and industry
• Community-centric with potential regular clientele
• Accessible public transportation options

Work Schedule: Varies weekly, includes a mix of long and short shifts accommodating both early opening and late closing hours

ASSUMPTION: The shop environment will require adaptability to various customer demands and fluctuations in business operation hours, reflecting local community activities.

💼 Interview & Application Insights

Typical Process:

• Online application submission
• Initial phone screening or online interview
• In-person interview focusing on role-specific tasks and company culture fit

Key Assessment Areas:

• Customer service skills and experience
• Approach to problem-solving in challenging situations
• Ability to work as part of a team and independently

Application Tips:

• Highlight relevant customer service experience and skills
• Prepare to discuss past examples of dealing with difficult customers
• Research Entain's company culture and values

ATS Keywords: Customer Service, Communication, Cash Handling, Teamwork

ASSUMPTION: The interview process might also include practical assessments tailored to simulate typical shop scenarios, evaluating real-time decision-making.

🛠️ Tools & Technologies

• Betting terminals for processing transactions
• Company-specific CRM software
• Digital auditing tools for compliance and regulation checks

ASSUMPTION: Usage of company-specific technology may require initial training; familiarity with common digital interfaces is beneficial.

👔 Cultural Fit Considerations

Company Values:

• Putting people first and maintaining high standards
• Commitment to ethical practices and fair play
• Innovation and pioneering spirit in the gaming industry

Work Style:

• Customer-centric with a strong emphasis on service quality
• Team-oriented environment that values collaboration
• Fast-paced with expectations of quick adaptation to changes

Self-Assessment Questions:

• Am I passionate about delivering quality customer service?
• Can I work effectively under pressure in a dynamic environment?
• Do I value both teamwork and the ability to work independently?

ASSUMPTION: Candidates should consider their comfort level with dynamic work environments that require multitasking and proactive problem solving.

⚠️ Potential Challenges

• Managing diverse betting activity in a high-traffic retail location
• Balancing customer service excellence with transaction speed
• Dealing with potential gambling-related disputes or issues
• Maintaining energy and engagement across varying shift patterns

ASSUMPTION: While support and training will be provided, candidates may need to take initiative in continuous learning and adapting to technology and service strategies.

📈 Similar Roles Comparison

• Retail roles in dynamic customer-facing environments, like a barista or sales associate
• Positions requiring cash handling and operational task management, such as a bank teller
• Roles with responsibility for operational opening and closing activities, akin to a retail manager

ASSUMPTION: This role offers a unique mixture of customer interaction and responsibility similar to other service and retail positions, with added focus on betting industry specifics.

📝 Sample Projects

• Organizing a customer loyalty program to boost repeat visits
• Leading a shop floor reorganization to streamline operations
• Conducting a safe gambling awareness initiative for customers

ASSUMPTION: Project initiatives may be suggested by management but require candidate input and engagement, serving as opportunities for leadership demonstration.

❓ Key Questions to Ask During Interview

• What are the key performance metrics for this role?
• How is feedback delivered for performance improvement?
• Can you describe the team culture within the shop?
• What opportunities are available for advancing into management positions?
• How are shifts scheduled, and what flexibility is offered?

ASSUMPTION: These questions help understand expectations and opportunities within the role and company, allowing candidates to gauge alignment with their career goals.

📌 Next Steps for Applicants

To apply for this position:

• Submit your application through this link
• Prepare your resume with relevant customer service experience highlighted
• Research Entain's company values and history for interview preparation
• Practice common interview questions related to customer service scenarios
• Follow up your application with a personalized message if appropriate

⚠️ This job description contains AI-assisted information. Details should be verified directly with the employer before making decisions.