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Customer Service Representative

William Hill
Pay £11.44 per hour
Location B35 6HB
Contract time Full time

The Breakroom Take

4.8

Rated 4.8 out of 10, based on 433 employees who took the Breakroom Quiz

See all job reviews

  • 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

Map

B35 6HB

A map of the rough location for this vacancy

What employees say

Pay

    Okay
  • 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
  • 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
  • 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 groups

    How 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
  • 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
  • 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
  • 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
  • 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
  • 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
  • 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
  • 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
  • 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
  • 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
  • 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
  • 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

    Good
  • 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
  • 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
  • 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
  • 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
  • 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
  • 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
  • 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
  • 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
  • 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.

Find out more about working at William Hill

What William Hill employees say about their job

  • 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

    3.0

    William Hill Customer service representative, June 2024

  • 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

    3.4

    William Hill Customer experience manager, February 2023

See more reviews
  • Best thing

    Flexible, if working with the right team, otherwise work life balance goes down the drain.

    Worst thing

    Line management having no clue what it's like front facing with customers now. Constant restructures of the company, third in 6 years now. Current restructure has only been in place for 2 weeks and issues have already arisen.

    4.1

    William Hill Customer experience manager, February 2023

  • Best thing

    The gambling industry is relatively interesting and you get regular customers you take care of. Hours are sometimes flexible and staff team are pretty elite. Also pay doesn't age discriminate so would recommend to anyone under 25.

    Worst thing

    Virtually required to work weekends. Also have to work ALONE at NIGHT TIME. Get basically no benefits apart from money of glasses because working at a computer demolishes your eyesight. Breaks are unpaid and boy does that time add up. Also have to deal with less than friendly clientele sometimes

    5.0

    William Hill Customer service assistant, January 2023

  • Best thing

    It's pretty flexible and a ton of overtime is always available

    Worst thing

    Can get overly stressful with little relief or time for a break and is often understaffed because turn over is so high

    3.4

    William Hill Customer assistant, November 2022

  • Best thing

    Working with the public

    Worst thing

    Long hours and poor pay and always being asked to do more and more to cover constant staff shortage

    4.5

    William Hill Manager, April 2022

  • Best thing

    Regular customers tipping, above minimum pay wage

    Worst thing

    Abuse from customers, not getting support from manager

    4.1

    William Hill Employee, March 2022

  • Best thing

    Working with shop team and some of the lovely customers

    Worst thing

    Long hours and a line manager who has no respect for anyone

    5.0

    William Hill Shop manager, December 2021

  • Best thing

    Customers and the people I work with

    Worst thing

    The company doesnt respect your view or what you have to say about the company.

    4.5

    William Hill Customer experience manager, October 2019

  • Best thing

    My shop team

    Worst thing

    The boredom they do very little to encourage talent and to go on to become a better employee and also the company has never done anything to address the large turnover of staff

    4.5

    William Hill Customer experience manager, October 2019

  • More reviews from William Hill employees

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