Retail Customer Service (CSM) 10hrs

📌 Core Information

🔹 Job Title: Retail Customer Service Manager (CSM) 10hrs

🔹 Company: Entain

🔹 Location: Sittingbourne, Kent, 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 outstanding customer service in a dynamic retail environment.
• Promoting safer gambling practices with customers.
• Processing bets on a wide range of sports and events.
• Handling customer transactions, including cash management.

ASSUMPTION: It is assumed this role involves significant interaction with customers and technology due to the nature of a betting environment.

📋 Key Responsibilities

✅ Deliver outstanding customer service on a daily basis.

✅ Handle customer transactions and encourage repeat business.

✅ Maintain high shop standards and work in accordance with company values.

✅ Handle customer complaints or concerns with empathy and problem-solving skills.

ASSUMPTION: The focus on high standards and safety suggests a structured, regulated work environment typical within betting shops.

🎯 Required Qualifications

Education: Not specified

Experience: Suitable for candidates with 0-2 years of experience, particularly in customer service.

Required Skills:

• Customer Service
• Communication
• Relationship Building

Preferred Skills:

• Problem Solving
• Empathy

ASSUMPTION: The focus on relational and service skills implies a role deeply embedded in direct customer engagement.

💰 Compensation & Benefits

Salary Range: Not specified; industry standard for entry-level customer service roles in the UK.

Benefits:

• Optional overtime
• Pension Scheme and ShareSave
• Discounts with hundreds of retailers through Entain Deals

Working Hours: 10 hours per week with variable shifts.

ASSUMPTION: Based on the benefits, Entain offers competitive packages to attract and retain talent in a competitive market.

📌 Applicant Insights

🔍 Company Context

Industry: Entertainment Providers; a dynamic sector focusing on sports betting and interactive entertainment.

Company Size: 10,001+ employees, indicating a large multinational corporation with ample resources.

Founded: Entain evolved in 2020 from GVC Holdings, but many brands have a rich history since the 1880s.

Company Description:

• Global leader in sports betting and gaming entertainment.
• FTSE 100 company with over 25 recognized brands.
• Focuses on innovation and technology to lead the industry.

Company Specialties:

• Online Gaming
• Sports Betting
• Casino

Company Website: http://EntainGroup.com

ASSUMPTION: The company's diverse offerings suggest strong financial backing and sustained market growth.

📊 Role Analysis

Career Level: Entry-level, suitable for starting a career in customer service within the retail gaming sector.

Reporting Structure: Reports to the Shop Manager as part of a shop team.

Work Arrangement: Predominantly on-site to manage daily shop operations.

Growth Opportunities:

• Advancement within shop management roles
• Development programs offered by Entain
• Potential relocation opportunities within the company’s global offices

ASSUMPTION: Growth is likely aligned with Entain's stated focus on internal development and providing career paths.

🌍 Location & Work Environment

Office Type: Retail betting shop environment

Office Location(s): Sittingbourne, Kent, UK

Geographic Context:

• Sittingbourne is accessible within Kent, providing a community-focused environment.
• Proximity to larger cities provides urban conveniences.
• The area enjoys good public transport links.

Work Schedule: Includes shifts on weekends and bank holidays, with flexibility in longer and shorter shift dynamics.

ASSUMPTION: The location assumes candidates are familiar or can quickly adapt to the local community environment.

💼 Interview & Application Insights

Typical Process:

• Initial online application review
• Phone or video interview
• Final in-person interview with practical assessments

Key Assessment Areas:

• Customer interaction skills
• Problem-solving at the counter
• Sales and upselling capabilities

Application Tips:

• Highlight customer service experience prominently.
• Emphasize your ability to work independently.
• Demonstrate knowledge or passion for sports betting.

ATS Keywords: Customer Service, Relationship Management, Cash Handling

ASSUMPTION: The candidate’s passion for sports and previous service experience would be valuable distinguishing factors.

🛠️ Tools & Technologies

• Betting terminals
• Cash handling systems
• POS systems

ASSUMPTION: Candidates might need comfort with digital tools and systems as technology integration is significant.

👔 Cultural Fit Considerations

Company Values:

• Integrity and doing what's right
• Collaboration and working together
• Innovation in technology

Work Style:

• Flexible and adaptive to change
• Team-oriented with personal accountability
• Customer-first mindset

Self-Assessment Questions:

• Are you passionate about customer service and sports?
• Can you handle dynamic and fast-paced environments?
• How well do you work both independently and as part of a team?

ASSUMPTION: Cultural alignment with Entain’s innovative, integrity-focused approach is crucial for job satisfaction.

⚠️ Potential Challenges

• Managing busy periods in the shop
• Balancing customer service with sales targets
• Adapting to shift patterns that include weekends
• Handling challenging customer interactions tactfully

ASSUMPTION: These challenges suggest resilience and excellent interpersonal skills are needed.

📈 Similar Roles Comparison

• Rowdy environments typical in betting shops compared to standard retail
• High level of spontaneous customer interaction
• Shifting demands outside regular hours, including late nights

ASSUMPTION: The dynamic nature of similar roles suggests adaptability is key.

📝 Sample Projects

• Instigating a customer loyalty program
• Enhancing the shop's visual merchandising for promotions
• Developing a team service excellence workshop

ASSUMPTION: Sample projects are likely integrated for staff particularly tasked with in-shop improvements.

❓ Key Questions to Ask During Interview

• How does Entain support continuous learning and development?
• Can you describe a typical day in this role?
• What challenges do you foresee in this position?
• How does this role contribute to broader company goals?
• Are there opportunities for advancement and relocation?

ASSUMPTION: Questions are aimed to uncover support mechanisms and potential career paths.

📌 Next Steps for Applicants

To apply for this position:

• Submit your application through the Entain careers website.
• Ensure to tailor your resume highlighting relevant customer service experiences.
• Prepare for an interview by familiarizing yourself with Entain and its brands.
• Practice potential interview questions, emphasizing customer service scenarios.
• Inquire about any accommodations if needed for the interview process.

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