Customer Service Representative
William Hill
£10.50 per hour rising to £10.90 per hour
Doncaster
Full time, part time, permanent
The Breakroom Take
- Pays all ages fairly
- Recommended by students
- Proper training
About William Hill
William Hill is a gambling and betting company.
Job description from William Hill
- Welcoming customers with a friendly face
- Processing bets and assisting with customer queries
- Helping customers by demonstrating how to use betting terminals
- Building relationships with our customers and providing an excellent customer service
- Championing safer gambling at all times
- Supporting managers with shop displays and opening / closing activities as required
- Our shops have a variety of opening times between the hours of 8am-10pm, Monday to Sunday
- Shifts are devised on a rota basis and are subject to change, they will include evening and weekend working
- Age 18+ (it’s a legal requirement)
- Have a passion for delivering great customer service
- Strong interpersonal and empathy skills with the ability to engage with customers from all walks of life
- Working hours: We’ve a range of full and part-time hours on offer.
- Compensation: We pay the National Living Wage as a minimum, not just to people aged over 25. What’s more, you can earn a quarterly performance bonus too.
- Holiday entitlement: You’ll be entitled to 28 days holiday, plus an extra paid day off for your birthday.
- Pension plan: We’ll match your pension contributions to 4%.
- Perks and discounts: When you’re part of William Hill, you’ll enjoy great discounts in high street shops, cinemas and even holidays.
- Subsidised travel: For roles based in London, you’ll enjoy access to our heavily discounted Zone 1-6 Oyster card for convenient, reduced cost commuting.
- Training and development: We do right by our people, promoting from within and nurturing a culture where people want to join and love to stay. We’ll support your growth with career development opportunities.
URL
https://player.vimeo.com/video/684331731?h=91a5293166 I’m interested
Job insights from Breakroom
Retail and sales assistants:
Sales assistants help customers and sell goods and services
What you’ll do as a retail and sales assistant:
- Serve and advise customers
- Take delivery of goods and stock
- Arrange and display goods
- Check for damaged or missing items
- Handle customer payments, returns and refunds
- Keep the store clean and tidy
Is it right for you?
This job may involve:
- Dealing with customers
- Standing
- Wearing a uniform
- Heavy lifting
- Cleaning
- Physical activities
What employees say
Pay
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Needs improving
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Most people aren’t paid a living wage
Do William Hill pay customer service assistants enough to live on?
Most people are not paid a living wage.
How we know this
69% of people say they are paid below the Real Living Wage for where they live.Based on data from 35 people who took the Breakroom Quiz between December 2021 and September 2023.
Why this matters
Everyone should be paid enough to live on.
The Real Living Wage is a voluntary rate employers can sign up to that is based on the real cost of living.
The current rates are £10.90 per hour, and £11.95 per hour in London.
Find out more in our explainer about the Real Living Wage.
Good
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Most people are paid market rates
Do William Hill pay customer service assistants market rates?
Most people are paid above average for their job.
How we know this
71% of people are paid above average for the type of work they do.Based on data from 38 people who took the Breakroom Quiz between December 2021 and September 2023.
Why this matters
Pay can vary a lot between types of job. Employers should be ensuring that the rates their staff are paid are in line with similar roles elsewhere.
Needs improving
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Most people don’t get paid breaks
Do customer service assistants at William Hill get paid breaks?
No. Most people don’t get paid breaks.
How we know this
100% of people say they don’t get paid breaks.Based on data from 36 people who took the Breakroom Quiz between December 2021 and August 2023.
Why this matters
A good job should have paid breaks.
You should be paid for all your time at work, whether you’re on a break or not.
Needs improving
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Most people don’t get sick pay
Do William Hill pay customer service assistants sick pay?
No. Most people don’t get proper sick pay.
How we know this
72% of people say they wouldn’t get paid if they were sick but scheduled to work.Based on data from 29 people who took the Breakroom Quiz between December 2021 and August 2023.
Why this matters
Everyone gets sick sometimes. You should be able to take time off without worrying.
At a good job you should still get paid if you’re scheduled to work but can’t due to sickness. Your contract should say how many sick days you can take each year.
This is more than the legal minimum, which says you should only get paid if you are unwell for 4 full days. See Citizens Advice for more details.
Okay
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Some people do unpaid extra work
Do customer service assistants at William Hill do extra work that they don't get paid for?
Sometimes. Some people do unpaid extra work.
How we know this
59% of people report that they do extra work that they don’t get paid for.Based on data from 37 people who took the Breakroom Quiz between December 2021 and August 2023.
Why this matters
Everyone should get paid for any extra work they do, even if it is outside your contracted hours. At a good job, you should be paid for all the time you spend at work.
Hours and flexibility
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Needs improving
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Less than 4 weeks notice of shifts
How much notice do customer service assistants get of their shift pattern at William Hill?
Most people don’t get 4 weeks notice of when they’re working.
How we know this
- 8% of people with changing schedules report getting one week notice or less.
- 49% of people with changing schedules report getting two weeks notice.
- 33% of people with changing schedules report getting three weeks notice.
- 10% of people with changing schedules report getting four weeks notice or more.
Based on data from 39 people who took the Breakroom Quiz between December 2021 and September 2023.
Why this matters
At a good job, you get plenty of notice about when you’re working.
This makes it easy for you to plan the rest of life, as well as your finances, because you know how much you’ll be working and when.
Good
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Most people don’t worry about their hours
Do customer service assistants at William Hill worry about hours?
Most people don’t worry about getting enough hours.
How we know this
86% of people report they don’t worry about getting enough hours.Based on data from 37 people who took the Breakroom Quiz between December 2021 and September 2023.
Why this matters
At a good job, you shouldn’t have to worry about getting enough hours each week.
A good job should guarantee you a minimum number of hours in a contract, if you want it.
This makes it easier to plan your finances, because you know how much you’ll be earning.
Okay
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Only some people get a choice of shifts
Do customer service assistants at William Hill get to choose the shifts they work?
Some people don’t get enough choice over which shifts they work.
How we know this
38% report that their manager doesn’t give them enough choice over which shifts they work.Based on data from 39 people who took the Breakroom Quiz between December 2021 and September 2023.
Why this matters
A good job is flexible around your personal life. This means you get a say in when you prefer to work.
Needs improving
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Hard to change shifts
How easy is it for customer service assistants at William Hill to change shifts?
Most people find it hard to change shifts.
How we know this
72% of people report that it’s hard to change shifts if they need to.Based on data from 29 people who took the Breakroom Quiz between December 2021 and August 2023.
Why this matters
A good job is flexible around your personal life. It should be easy to change a shift if you need to, whether that’s in an emergency or for planning ahead.
Okay
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Can be hard to book holiday
How easy is it for customer service assistants to book a holiday at William Hill?
Some people find it hard to book holiday.
How we know this
38% of people report it’s hard to book holidays.Based on data from 34 people who took the Breakroom Quiz between December 2021 and August 2023.
Why this matters
A good job should let you take time off when you need it, and it shouldn’t be a nightmare to arrange.
Okay
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Shifts can get changed at short notice
Do William Hill managers change customer service assistants shifts at short notice?
Some managers change people’s shifts at short notice.
How we know this
58% of people say their manager changes their shifts at the last minute.Based on data from 36 people who took the Breakroom Quiz between December 2021 and August 2023.
Why this matters
If your manager is often changing your shifts at short notice that’s a sign of poor planning. At a good job you won’t be messed around at the last minute.
Okay
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Some people find it hard to take sick leave
How easy is it for customer service assistants to take sick leave at William Hill?
Some people find it hard to take sick leave.
How we know this
58% of people report that it’s hard to take time off if they are sick.Based on data from 36 people who took the Breakroom Quiz between December 2021 and August 2023.
Why this matters
Everyone gets sick sometimes. You should be able to take time off when you need to.
A good job should support you when you’re unwell and have systems in place that will allow you to take time off to recover when you need it.
Good
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Most students say it’s good
Is customer service assistants at William Hill job good for students?
Most students say this is a good place to work if you’re studying.
How we know this
73% of students report this is a good place to work if you’re studying.Based on data from 11 people who took the Breakroom Quiz between February 2022 and July 2023.
Why this matters
A good job should allow you to fit work around important things in your life, like studying.
Life isn’t just about work. Good jobs make space for you to do well in both.
Workplace
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Good
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Most people feel treated with respect
Do customer service assistants at William Hill feel treated with respect by their managers?
Most people feel treated with respect by their managers.
How we know this
69% of people say they’re treated with respect by their managers.Based on data from 36 people who took the Breakroom Quiz between December 2021 and September 2023.
Why this matters
Everyone should get treated with respect by their managers. You shouldn’t feel discriminated against or bullied, and if you have a problem you should be able to speak to someone about it.
Okay
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Only some people get proper breaks
Do customer service assistants at William Hill get proper breaks?
Some people don’t get proper breaks.
How we know this
51% of people report that they don’t get to take proper breaks.Based on data from 37 people who took the Breakroom Quiz between December 2021 and September 2023.
Why this matters
When you take a break it should be a proper rest. It should last the full duration and you shouldn’t get pulled off it.
Needs improving
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Most people are stressed
Is it stressful for customer service assistants to work at William Hill?
Most people feel stressed here.
How we know this
69% of people say they often feel stressed at work.Based on data from 36 people who took the Breakroom Quiz between December 2021 and September 2023.
Why this matters
Work isn’t always easy, but if you’re frequently feel stressed, that’s not good.
Your employer should support you with enough people and resources to get your job done without feeling overwhelmed.
Okay
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Only some people enjoy their job
Do customer service assistants at William Hill enjoy their jobs?
Only some people enjoy their job.
How we know this
41% of people report they don’t enjoy their job.Based on data from 29 people who took the Breakroom Quiz between December 2021 and September 2023.
Okay
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Only some people recommend their team
Do customer service assistants at William Hill recommend working with their team?
Only some people recommend working with their team.
How we know this
59% of people report that they wouldn’t recommend working with their immediate team to a friend.Based on data from 39 people who took the Breakroom Quiz between December 2021 and September 2023.
Why this matters
A good job means enjoying the place where you work.
The people you work with every day really matter. They can be the difference between a terrible day and a great one.
If you’d recommend your team to a friend, this shows that something’s going right.
Good
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Most people get enough training
Do customer service assistants get enough training when they start at William Hill?
Most people got enough training when they started.
How we know this
70% of people report they got enough training when they started working here.Based on data from 37 people who took the Breakroom Quiz between December 2021 and September 2023.
Why this matters
A good job should give you good training when you start, not just drop you in at the deep end.
This means that you’ll be happier and more productive from day one and shows that your employer values you.
It’s also very important if your job involves anything that could be dangerous. Good training from the outset keeps you and your team safe.
Needs improving
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Most people don’t get support to progress
Are customer service assistants given support to progress at William Hill?
Most people aren’t given support to progress here.
How we know this
In the last year, 75% of people report not being given an opportunity to get better at their job, learn a new skill, learn to manage a team or get more responsibility in their role.Based on data from 32 people who took the Breakroom Quiz between December 2021 and August 2023.
Why this matters
A good job should help you progress at work, if you want to. That might be supporting you to get better at the job you currently have, learn something new, manage a team or take on more responsibilities.
This means you’ll be able to build on your skills and experience, and earn more money.
Needs improving
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Head office doesn’t understand what’s happening
Do customer service assistants think William Hill head office understands what's happening where they work?
Most people think head office doesn’t understand what’s happening where they work.
How we know this
89% of people think that this employer’s head office or owners don’t have a good understanding of what’s really happening where they work.Based on data from 36 people who took the Breakroom Quiz between December 2021 and August 2023.
Why this matters
At a good job, the role of head office should be to support the people on the frontline serving customers.
To do that properly, the company’s owners or head office need to have a good understanding of what’s really happening on the frontline. This is especially important when a company owns multiple locations.
Needs improving
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Most people don’t feel well informed by head office
Do customer service assistants feel well informed about how William Hill is doing?
Most people don’t feel well informed about how the company is doing.
How we know this
71% of people feel that they aren’t kept well informed about how the company is doing as a whole.Based on data from 34 people who took the Breakroom Quiz between December 2021 and August 2023.
Why this matters
At a good job, there should be a supportive relationship between the people working on the frontline serving customers and the people who own the company or work in head office.
You should be kept informed about how the company is doing as a whole, both in good times and when things get tough for the business.
What William Hill employees say about their job
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Best thing
The best thing about the job is the opportunity to work in different areas and the tips
Worst thing
Almost everything
Where should I start, basically due to poor leadership workers have poor attitude
William Hill Employee, November 2023
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Best thing
Great team, enjoyable to work, good start/finish times
Worst thing
The amount of responsibility for the wage.
William Hill Employee, July 2023
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