Retail Customer Service

📌 Core Information

🔹 Job Title: Retail Customer Service Manager

🔹 Company: Entain

🔹 Location: 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 exceptional customer service.
• Encouraging responsible gambling practices.
• Handling a variety of customer transactions with precision.
• Contributing to a positive and engaging shop environment.

ASSUMPTION: The focus on customer service and responsible gambling is due to the company's commitment to customer satisfaction and ethical betting practices.

📋 Key Responsibilities

✅ Deliver outstanding customer service.

✅ Promote responsible gambling practices consistently.

✅ Manage bet placements on a wide range of sports and events.

✅ Handle cash transactions and maintain accurate records.

✅ Assist customers with betting terminals and product demonstrations.

✅ Address customer complaints empathetically, resolving issues effectively.

✅ Achieve established targets and performance goals.

✅ Maintain high standards of shop presentation and cleanliness.

✅ Fulfill key holder duties, including opening and closing the shop as needed.

ASSUMPTION: These responsibilities suggest a strong emphasis on operational excellence and customer interaction within a fast-paced retail environment.

🎯 Required Qualifications

Education: Not specified. However, a high school diploma or equivalent may be assumed as a basic requirement.

Experience: Previous customer service experience preferred but not required. Suitable for entry-level candidates with a passion for customer service.

Required Skills:

• Excellent customer service skills
• Effective communication and relationship-building abilities
• Problem-solving skills
• Ability to handle cash transactions accurately
• Self-motivated and proactive attitude
• Ability to work independently and as part of a team
• Calm demeanor in challenging situations

Preferred Skills:

• Experience in a retail or gaming environment
• An understanding of sports betting and gaming products

ASSUMPTION: Younger candidates fresh out of school may find this position suitable given its entry-level experience requirement, along with some interest in sports or gaming as beneficial.

💰 Compensation & Benefits

Salary Range: £12.50 per hour

Benefits:

• Optional overtime opportunities
• Pension Scheme and annual ShareSave
• Discounts with retailers via Entain Deals
• Healthcare and wellbeing support
• Development and career advancement opportunities
• Recognition prizes from leadership

Working Hours: Average of 20 hours per week with varied shifts, including weekends and bank holidays. Rota provided four weeks in advance.

ASSUMPTION: The benefits package is designed to attract and retain employees by offering both financial and developmental incentives.

📌 Applicant Insights

🔍 Company Context

Industry: Entertainment Providers

Company Size: 10,001+ employees, indicating a large organization with global reach and diverse opportunities.

Founded: Originally as GVC Holdings, evolved into Entain on December 9, 2020.

Company Description:

• One of the world's largest sports betting and gaming entertainment groups.
• Home to over 25 recognized brands, including bwin, Coral, and Ladbrokes.
• Focus on technology-driven innovation to lead market trends.

Company Specialties:

• Online Gaming
• Sports Betting
• Technology Development

Company Website: EntainGroup.com

ASSUMPTION: Entain's size and market position provide substantial resources and infrastructure to support employee growth and innovation.

📊 Role Analysis

Career Level: Entry to mid-level, ideal for those new to the workforce or transitioning from another sector.

Reporting Structure: Reports directly to the Shop Manager.

Work Arrangement: Entirely on-site within retail locations, primarily in betting shop environments.

Growth Opportunities:

• Potential to advance within retail management operations
• Access to professional development programs
• Networking opportunities within a leading global company

ASSUMPTION: The position is likely to offer mentorship and skills development for those proactive in pursuing advancement.

🌍 Location & Work Environment

Office Type: Retail shop environment with a focus on customer-facing interactions.

Office Location(s): Various locations across the United Kingdom, particularly in city centers and high street areas.

Geographic Context:

• Primarily urban areas with high footfall
• Accessibility to public transportation
• Ongoing interaction with a diverse customer base

Work Schedule: Includes a mix of opening, closing, and shorter evening shifts.

ASSUMPTION: Retail location in urban areas suggests a dynamic work environment with diverse customer interactions.

💼 Interview & Application Insights

Typical Process:

• Online application submission
• Initial screening interviews
• In-person interviews with shop management

Key Assessment Areas:

• Customer service orientation
• Problem-solving skills
• Teamwork and collaboration

Application Tips:

• Highlight any customer service experience
• Showcase ability to handle cash and transactions
• Express interest in sports and gaming if applicable

ATS Keywords: Customer Service, Communication, Problem Solving, Cash Handling, Relationship Building

ASSUMPTION: The recruitment process likely includes situational judgment tests and role-play interviews to assess customer interaction skills.

🛠️ Tools & Technologies

• Betting terminals and gaming products
• Point of Sale (POS) systems
• Basic computer software for transaction processing

ASSUMPTION: Familiarity with betting or retail technology can be advantageous due to the technology-driven nature of the job.

👔 Cultural Fit Considerations

Company Values:

• Customer focus
• Innovation and technology adoption
• Diversity and inclusion

Work Style:

• Team-oriented with a customer-first mindset
• Adaptable to a dynamic and fast-paced environment
• Independent but collaborates effectively

Self-Assessment Questions:

• Do I have a genuine interest in customer service and gaming?
• Can I adapt to varied work schedules?
• Am I comfortable handling money and conducting transactions?

ASSUMPTION: Cultural fit will be essential due to the emphasis on teamwork and customer interaction within a retail setting.

⚠️ Potential Challenges

• Adapting to variable schedules, including weekend and holiday shifts
• Handling challenging customer interactions professionally
• Maintaining service standards in a busy environment
• Learning the use of betting terminals and POS systems efficiently

ASSUMPTION: The role requires resilience and adaptability to manage peak periods and varied customer needs efficiently.

📈 Similar Roles Comparison

• Retail Sales Associate
• Customer Service Representative in a financial sector
• Gaming Floor Attendant

ASSUMPTION: Skills gained in this role can be transferable to other customer service positions in gambling or retail sectors.

📝 Sample Projects

• Organize a local customer feedback initiative to improve service quality
• Develop a store presentation project to enhance the customer shopping experience
• Participate in a regional team challenge to increase store profits

ASSUMPTION: Projects may involve customer engagement and operational efficiency improvements in a retail setting.

❓ Key Questions to Ask During Interview

• What opportunities for advancement does this role offer?
• How is success measured in this position?
• What does a typical day look like for this role?
• Can you describe the team culture and working environment?
• What training programs are available for new hires?

ASSUMPTION: These questions will help candidates understand job dynamics, growth prospects, and company expectations.

📌 Next Steps for Applicants

To apply for this position:

• Submit your application through the Entain Careers Page
• Ensure your resume highlights relevant experience and skills
• Prepare to discuss how your customer service skills align with the job requirements
• Practice scenario-based questions typical in retail environments
• Follow up on your application status within two weeks

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