Customer Service Representative
William HillThe Breakroom Take
- Pays all ages fairly
- Recommended by students
- Respectful managers
- Proper training
About William Hill
William Hill is a gambling and betting company.
Job description from William Hill
Customer Service Representative
Advertising location
Unit 2, Castle Vale Shopping Cntr, Castle Vale, Birmingham, England, B35 6HB
Contract type
Full-time
Hours
35
Salary
£11.44
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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Okay
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Only some people are paid a living wage
Do William Hill pay customer service representatives enough to live on?
Some people are not paid a living wage.
How we know this
60% of people say they are paid below the Real Living Wage for where they live.Based on data from 50 people who took the Breakroom Quiz between January 2023 and November 2024.
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 £12.00 per hour, and £13.15 per hour in London.
Find out more in our explainer about the Real Living Wage.
Okay
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Only some people are paid market rates
Do William Hill pay customer service representatives market rates?
Only some people are paid above average for their job.
How we know this
36% of people are paid below average for the type of work they do.Based on data from 55 people who took the Breakroom Quiz between January 2023 and November 2024.
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.
Good
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Everyone is paid the same, whatever their age
Do customer service representatives at William Hill get paid the same regardless of age?
Yes, people under the age of 21 get paid the same as those above 21.
See what William Hill pays different age groupsHow we know this
The average pay of under 21s is the same as those above 21.Based on data from 55 people who took the Breakroom Quiz between January 2023 and November 2024.
Needs improving
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Most people don’t get paid breaks
Do customer service representatives 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 52 people who took the Breakroom Quiz between January 2023 and November 2024.
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.
Okay
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Only some people get sick pay
Do William Hill pay customer service representatives sick pay?
Sometimes. Only some people get proper sick pay.
How we know this
61% of people say they wouldn’t get paid if they were sick but scheduled to work.Based on data from 44 people who took the Breakroom Quiz between January 2023 and November 2024.
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.
Needs improving
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Most people do unpaid extra work
Do customer service representatives at William Hill do extra work that they don't get paid for?
Yes. Lots of people do unpaid extra work.
How we know this
71% of people report that they do extra work that they don’t get paid for.Based on data from 51 people who took the Breakroom Quiz between January 2023 and November 2024.
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
-
Needs improving
-
Less than 4 weeks notice of shifts
How much notice do customer service representatives 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
- 7% of people with changing schedules report getting one week notice or less.
- 51% of people with changing schedules report getting two weeks notice.
- 33% of people with changing schedules report getting three weeks notice.
- 9% of people with changing schedules report getting four weeks notice or more.
Based on data from 55 people who took the Breakroom Quiz between January 2023 and November 2024.
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 representatives at William Hill worry about hours?
Most people don’t worry about getting enough hours.
How we know this
79% of people report they don’t worry about getting enough hours.Based on data from 53 people who took the Breakroom Quiz between January 2023 and November 2024.
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 representatives 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 55 people who took the Breakroom Quiz between January 2023 and November 2024.
Why this matters
A good job is flexible around your personal life. This means you get a say in when you prefer to work.
Okay
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Can be hard to change shifts
How easy is it for customer service representatives at William Hill to change shifts?
Some people find it hard to change shifts.
How we know this
55% of people report that it’s hard to change shifts if they need to.Based on data from 44 people who took the Breakroom Quiz between January 2023 and November 2024.
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 representatives to book a holiday at William Hill?
Some people find it hard to book holiday.
How we know this
44% of people report it’s hard to book holidays.Based on data from 48 people who took the Breakroom Quiz between January 2023 and November 2024.
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 representatives shifts at short notice?
Some managers change people’s shifts at short notice.
How we know this
62% of people say their manager changes their shifts at the last minute.Based on data from 52 people who took the Breakroom Quiz between January 2023 and November 2024.
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 representatives to take sick leave at William Hill?
Some people find it hard to take sick leave.
How we know this
46% of people report that it’s hard to take time off if they are sick.Based on data from 48 people who took the Breakroom Quiz between January 2023 and November 2024.
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 representatives 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
75% of students report this is a good place to work if you’re studying.Based on data from 16 people who took the Breakroom Quiz between January 2023 and October 2024.
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.
Needs improving
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Most parents say it’s bad
Is working as customer service representatives at William Hill good if you have caring responsibilities?
Most parents and carer say this is a bad place to work.
How we know this
80% of people who care for a child or other relative report this isn’t a good place to work.Based on data from 10 people who took the Breakroom Quiz between January 2023 and September 2024.
Why this matters
Whether it’s looking after children or caring for a relative, a good job should support your responsibilities outside of work.
Workplace
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Good
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Most people feel treated with respect
Do customer service representatives at William Hill feel treated with respect by their managers?
Most people feel treated with respect by their managers.
How we know this
76% of people say they’re treated with respect by their managers.Based on data from 50 people who took the Breakroom Quiz between January 2023 and November 2024.
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 representatives at William Hill get proper breaks?
Some people don’t get proper breaks.
How we know this
49% of people report that they don’t get to take proper breaks.Based on data from 51 people who took the Breakroom Quiz between January 2023 and November 2024.
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.
Okay
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Some people are stressed
Is it stressful for customer service representatives to work at William Hill?
Some people feel stressed here.
How we know this
63% of people say they often feel stressed at work.Based on data from 52 people who took the Breakroom Quiz between January 2023 and November 2024.
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 representatives at William Hill enjoy their jobs?
Only some people enjoy their job.
How we know this
49% of people report they don’t enjoy their job.Based on data from 41 people who took the Breakroom Quiz between January 2023 and November 2024.
Okay
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Only some people recommend their team
Do customer service representatives at William Hill recommend working with their team?
Only some people recommend working with their team.
How we know this
55% of people report that they wouldn’t recommend working with their immediate team to a friend.Based on data from 55 people who took the Breakroom Quiz between January 2023 and November 2024.
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 representatives get enough training when they start at William Hill?
Most people got enough training when they started.
How we know this
78% of people report they got enough training when they started working here.Based on data from 51 people who took the Breakroom Quiz between January 2023 and November 2024.
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 representatives given support to progress at William Hill?
Most people aren’t given support to progress here.
How we know this
In the last year, 70% 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 44 people who took the Breakroom Quiz between January 2023 and November 2024.
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 representatives 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
90% 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 49 people who took the Breakroom Quiz between January 2023 and November 2024.
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 representatives 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
68% of people feel that they aren’t kept well informed about how the company is doing as a whole.Based on data from 47 people who took the Breakroom Quiz between January 2023 and November 2024.
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
You get to make some friends with the friendly customers
Worst thing
Some shops are completely quiet and you could go hours without seeing anyone just completely by yourself, you get customers that treat you with 0 respect, some managers are ungrateful and don’t care about you at all, you have to watch every customer and “tag” them all on the computers to watch their spending to them ask them questions about their gambling and fill out forms with them even
William Hill Customer service representative, June 2024
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Best thing
The other members of staff
Worst thing
Managers who are so out of touch it’s unbelievable. No consideration for others working life and no balance
William Hill Customer experience manager, February 2023
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