Retail Customer Service

📌 Core Information

🔹 Job Title: Retail Customer Service Manager

🔹 Company: Entain

🔹 Location: Kingston upon Thames, 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:

• Deliver high-quality, personalized customer service in a retail setting.
• Engage with customers by forming positive, ongoing relationships.
• Encourage and maintain safe gambling practices.
• Adaptability to varying daily tasks within a dynamic environment.

ASSUMPTION: This role places significant emphasis on interpersonal skills and adaptability due to the diverse nature of customer interactions in a betting shop. The fluctuating environment suggests the need for quick thinking and a proactive approach.

📋 Key Responsibilities

✅ Deliver outstanding customer service and foster repeat business.

✅ Take bets and process transactions, including cash handling.

✅ Demonstrate and promote the use of betting terminals.

✅ Address customer complaints with empathy and effective problem-solving.

✅ Uphold high shop standards and contribute to the team’s performance goals.

✅ Manage shop operations, such as opening and closing as necessary.

ASSUMPTION: Responsibilities include significant customer interaction, suggesting that conflict resolution and customer relationship management skills are crucial.

🎯 Required Qualifications

Education: Not specified

Experience: Experience in customer service is beneficial.

Required Skills:

• Exceptional customer service skills
• Strong communication abilities
• Problem-solving and ability to remain calm under pressure

Preferred Skills:

• Experience in a retail or betting shop environment
• Familiarity with betting products and technologies

ASSUMPTION: While specific educational qualifications are not listed, a high school diploma or equivalent is likely beneficial given industry norms.

💰 Compensation & Benefits

Salary Range: £13.24 per hour (standard + location allowance)

Benefits:

• Optional overtime, subject to availability
• Pension Scheme and ShareSave options
• Retailer discounts through Entain Deals

Working Hours: 17 hours per week, with varied shifts including weekends and holidays

ASSUMPTION: Benefits suggest a focus on employee well-being and financial security, which is typical in a competitive industry like entertainment and sports betting.

📌 Applicant Insights

🔍 Company Context

Industry: Entertainment Providers, specializing in sports betting and gaming entertainment

Company Size: 10,001+ employees, indicating a robust support network and numerous opportunities for career advancement

Founded: Entain evolved from GVC Holdings on December 9, 2020

Company Description:

• Leader in the global sports betting and gaming industry
• Operates popular brands like bwin, Coral, Gala, and Ladbrokes
• Powered BetMGM through a technology-driven partnership

Company Specialties:

• Online Gaming
• Sports Betting
• Customer Service

Company Website: http://EntainGroup.com

ASSUMPTION: Given Entain's size and industry standing, innovation and technology play crucial roles in operational strategies, implying sophisticated work environments for employees.

📊 Role Analysis

Career Level: Entry-level to early career, suitable for individuals starting or advancing in the customer service field

Reporting Structure: Reports to Shop Manager, indicating opportunities for learning and mentorship

Work Arrangement: Primarily on-site with clearly defined shifts

Growth Opportunities:

• Advancement to managerial positions within retail shops
• Skill development in customer service and business operations
• Potential company-wide career progression paths

ASSUMPTION: Opportunities for personal growth are substantial, leveraging Entain's large-scale operations and focus on employee development.

🌍 Location & Work Environment

Office Type: Retail betting shop setting

Office Location(s): Kingston upon Thames, among other operational locations within Entain’s network

Geographic Context:

• Located in a bustling urban area, offering accessible amenities
• Proximity to major transport links
• The location benefits from a diverse customer base

Work Schedule: Flexible schedules provided in advance to ensure a balanced work-life arrangement

ASSUMPTION: The work environment suggests a vibrant, customer-focused space with resources dedicated to both customer satisfaction and employee well-being.

💼 Interview & Application Insights

Typical Process:

• Initial online application submission
• Telephone or video interview to assess fit
• In-person or online assessment, if applicable

Key Assessment Areas:

• Customer service orientation
• Ability to handle cash and perform transactions
• Proficiency in communication and relationship-building

Application Tips:

• Highlight any previous retail or customer service experience
• Prepare to discuss how you handle challenging situations
• Demonstrate enthusiasm for sports and gaming industries

ATS Keywords: Customer service, cash handling, betting shop, retail, communication, problem-solving

ASSUMPTION: Application and interview processes are likely streamlined to efficiently evaluate candidates' customer service potential and fit for the retail environment.

🛠️ Tools & Technologies

• Betting terminals
• Cash registers
• Point of sale systems

ASSUMPTION: Given the industry, there is a reliance on advanced betting technologies to enhance customer engagement and streamline operations.

👔 Cultural Fit Considerations

Company Values:

• Innovation in sports and gaming
• Commitment to customer satisfaction
• Team collaboration and integrity

Work Style:

• Dynamic and adaptable approach
• Team-oriented yet self-driven
• Dedicated to ethical and responsible practices

Self-Assessment Questions:

• Are you comfortable working in a fast-paced retail environment?
• Do you enjoy sports and understand basic betting principles?
• Can you effectively manage customer expectations and build loyalty?

ASSUMPTION: The company's focus on diversity and inclusivity suggests a positive work culture that encourages individuality while valuing teamwork and collaboration.

⚠️ Potential Challenges

• Handling difficult or dissatisfied customers
• Adapting to varied working hours, including weekends and holidays
• Maintaining high standards in a potentially high-pressure environment
• Ensuring compliance with industry regulations and company policies

ASSUMPTION: Challenges derive from the need for quick problem-solving abilities and resilience in managing customer interactions under pressure.

📈 Similar Roles Comparison

• Customer service roles in retail banking or hospitality, offering similar interpersonal engagement
• Sales associate positions in fast-paced retail settings
• Front desk roles in gaming or entertainment industries

ASSUMPTION: Similar roles outside the betting industry might involve less regulatory oversight but require comparable customer-facing skills and adaptability.

📝 Sample Projects

• Implementing a customer feedback initiative to enhance service
• Organizing a local event promotion to drive in-store traffic
• Developing training materials for new employees on betting terminal usage

ASSUMPTION: Retail projects likely focus on customer enhancement strategies and operational efficiencies.

❓ Key Questions to Ask During Interview

• What are the most significant challenges one might face in this role?
• How does the company support employees in maintaining a work-life balance?
• What opportunities exist for career advancement within the company?
• How is employee performance measured and rewarded?
• Can you describe the training process for new employees?

ASSUMPTION: Asking strategic questions can help candidates gain insights into company culture, expectations, and support systems for career development.

📌 Next Steps for Applicants

To apply for this position:

• Submit your application through the Entain career portal: http://EntainGroup.com/careers
• Prepare your resume and highlight relevant experience
• Complete any prior online assessments
• Engage with any requested interviews promptly

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