Customer Service Team Leader

Role Overview

Paddy Power is seeking a Customer Service Team Leader to be the welcoming face for customers at our retail shops in Dumfries, Scotland. In this role, you will ensure every visitor receives an exceptional experience by providing warm engagement and top-tier service. You'll promote both our retail and online products, creating an inviting atmosphere within our retail betting environment.

Key Duties

• Host customers in store, addressing queries clearly and informing them about current promotions.
• Assist customers in placing bets via multiple channels including betting terminals, phone services, and in-store transactions.
• Maintain high standards of shop presentation to foster a welcoming environment.
• Take responsibility for shop operations when the Shop Manager is absent, ensuring smooth day-to-day functioning.
• Stay adaptable in various situations while keeping customer satisfaction a priority.
• Adhere to social responsibility protocols and regulatory guidelines throughout all operations.

Candidate Profile

We are looking for enthusiastic and motivated individuals with a strong drive to achieve results and meet shop targets. Prior experience in the betting industry is not necessary as full training will be provided. Your positive attitude and willingness to learn are what matter most.

Compensation and Benefits

• Starting wage of £13.25 per hour with eligibility for pay increases.
• Performance and promotional bonuses.
• Quarterly and annual recognition rewards.
• Flexible working schedules.
• Family leave options including adoptive, parental, and wedding leave.
• Participation in the Company Sharesave Scheme with discounted Flutter shares.
• Life insurance coverage.
• Company pension plan and sick pay benefits.
• Birthday leave.
• Employee Assistance Program featuring up to six free counseling sessions.
• Access to financial wellbeing platform (NUDGE).
• Company-sponsored social events.
• Discounts through the Groupon scheme.
• Eyecare voucher provision.

Our Values

We embrace the following principles: Customer First, Always; Change The Game; Win Together; Free To Be Me. These values shape our culture, influence decision-making, and support how we operate.

Inclusivity Statement

We are committed to diversity and encourage applicants from all backgrounds and perspectives to apply. You need not meet every requirement to be considered. If you require accommodations to perform in this role, please inform us and we will strive to provide support.