Retail Customer Service - Weekends only

As a Retail Customer Service Manager at Entain, your main responsibilities will include delivering outstanding customer service, processing customer transactions, taking bets on various sports and events, and helping customers with our betting terminals. You'll also handle any customer complaints with empathy and problem-solving skills, maintain shop standards, and work towards defined targets and goals.

While specific qualifications may not be strictly defined for the Retail Customer Service position at Entain, having previous experience in customer service is a significant advantage. Additionally, a passion for sports and the ability to work effectively in a team are highly valued. Familiarity with cash handling and retail operations will also be beneficial as you navigate daily tasks.

The work schedule for the Retail Customer Service Manager at Entain is flexible yet focused on weekends. You'll be required to work Friday evenings from 5 PM to 10 PM and both Saturday and Sunday from 8 AM to 10 PM. Your typical weekly hours will blend longer opening shifts with shorter evening shifts, totaling around 10 hours per week, and your rota will be provided at least four weeks in advance.

Entain emphasizes a healthy work-life balance for Retail Customer Service Managers through their commitment to providing advance scheduling. You can expect to receive your rota at least four weeks ahead, allowing you to plan personal time effectively. This approach reflects Entain's dedication to ensuring that employees can balance their professional and personal lives seamlessly.

Entain provides comprehensive training for new employees in the Retail Customer Service role. This training will cover all necessary aspects of customer service, betting operations, and how to use the payment systems effectively. You'll learn how to deliver exceptional service and handle customer interactions, ensuring you feel confident and well-prepared for your position.

When answering this question, provide a specific example that showcases your ability to exceed customer expectations while maintaining a positive attitude. Focus on the situation, your actions, and the outcome, ensuring to relate it back to your potential role as a Retail Customer Service Manager at Entain.

Discuss your approach to conflict resolution and how you maintain empathy during tough conversations. Highlight the importance of listening to the customer’s concerns and finding a solution that respects both the customer and the company policies, which is essential for the Retail Customer Service Manager role.

In your response, mention techniques such as prioritizing tasks, using checklists, and maintaining clear communication with colleagues. These strategies will demonstrate your ability to maintain high shop standards and serve customers efficiently as a Retail Customer Service Manager at Entain.

This is your chance to express your enthusiasm for the role and the company. Discuss your love for sports, customer service, and how you align with Entain’s values of pushing boundaries and placing people first. This connection will showcase your fit for their team culture.

Confirm your availability and comfort with the retail schedule, emphasizing your flexibility and readiness to adapt to the team's needs. This reassures the interviewer of your commitment, which is important for a role demanding weekend hours.

In your answer, detail how you would engage with customers about safe gambling practices and ensure they are aware of the resources available to them. Relating this to the core values of Entain will illustrate your understanding of the company's commitment to safe betting.

Identify key qualities such as communication, empathy, and the ability to motivate a team. Discuss how these traits contribute to excellent customer service and help create an environment that encourages repeat business, which is essential for someone in a Retail Customer Service role at Entain.

Outline the steps you would take, including listening to their concerns, validating their experience, and seeking a resolution. This showcases your customer-centric approach and conflict resolution skills, which are crucial for the Retail Customer Service Manager position.

Discuss your commitment to continuous learning and how you would utilize resources like industry news, internal training, and workshops to stay informed about sports and betting regulations. This reflects your dedication to keeping Entain and its customers compliant and informed.

Share specific experiences where you have successfully handled cash transactions, ensuring accuracy and efficiency. Emphasizing these skills is vital as they are part of the daily responsibilities in the Retail Customer Service Manager role at Entain.