Retail Customer Service

As a Retail Customer Service Manager at Entain, you will be responsible for delivering outstanding customer service, processing bets on various sports, handling customer transactions, and managing customer inquiries. You’ll also work to create a welcoming atmosphere to encourage repeat business and ensure the shop maintains high standards of operation.

To apply for the Retail Customer Service position at Entain, you must be at least 18 years old and have a passion for delivering great customer service. Effective communication skills, the ability to work both independently and as part of a team, and a calm approach when dealing with challenging situations are also essential.

The work schedule for a Retail Customer Service Manager at Entain will vary weekly, with typical shop hours from Monday to Sunday between 8 am and 10 pm. Your rota will include a mix of long opening and closing shifts and shorter evening shifts, with your hours communicated at least four weeks in advance to ensure a good work-life balance.

Working as a Retail Customer Service Manager at Entain, you can expect competitive pay, optional overtime, a pension scheme, discounts with various retailers, healthcare support, and opportunities for personal growth. The company also values employee contributions and offers recognition programs with exciting prizes.

Entain is committed to creating a diverse, equitable, and inclusive workplace by respecting individuals' identities and ensuring everyone feels valued and celebrated. The company is focused on ethical hiring practices and providing adjustment options during the recruitment process to support all applicants.

When facing a difficult customer, it’s important to remain calm and listen attentively to their concerns. Acknowledge their feelings, express empathy, and work towards a solution. Make sure to articulate how you can assist them effectively, showcasing your customer service skills and maintaining professionalism.

Certainly! I once had a customer who was frustrated with a transaction. I patiently listened to their issue, apologized for the inconvenience, and offered a quick resolution by processing their request on the spot. This not only resolved their concern but also turned a potentially negative experience into a positive one, encouraging them to return.

I have a great passion for sports and enjoy making connections with people. Working in customer service allows me to share this passion, helping customers engage positively with their betting experiences while providing them with exceptional service.

During busy hours, I focus on listening actively to customer needs while maintaining efficiency. I prioritize tasks by assessing immediate customer needs first, ensuring that transactions are processed quickly while keeping an eye on the overall shop atmosphere to ensure a welcoming environment.

I believe in building rapport with customers by remembering their names and preferences, providing personalized service, and cultivating a welcoming atmosphere where they feel valued. Additionally, I promote any upcoming events or deals, fostering a sense of community and encourage repeat visits.

Once, I was asked to cover a shift for a colleague unexpectedly. I quickly adjusted my schedule, and during that shift, I helped onboard a new team member while still ensuring high service quality. This experience reinforced the importance of teamwork and adaptability in achieving our goals.

Promoting responsible gambling practices involves clear communication with customers about available resources and support. I would engage customers in conversations during their visits, ensuring they are aware of responsible gambling options, and create an environment that prioritizes safety and awareness.

Entain is leading the industry in ethical practices by creating a diverse and inclusive environment, ensuring responsible gambling, and adhering to global compliance standards. Their commitment to doing what’s right is evident in their hiring practices and employee support initiatives.

I stay motivated by focusing on the positive outcomes of my work, like providing excellent service and creating a welcoming environment. Additionally, I find ways to make the tasks more engaging, such as setting personal goals or challenges to improve efficiency while keeping the customer experience enjoyable.

The most important quality for a Retail Customer Service Manager is the ability to communicate effectively. This means being able to listen actively, resolve issues, and build rapport with both customers and team members. Effective communication fosters a positive environment and ensures that customers feel valued.