Retail Team Lead: Bets & Customer Experience

Role Profile

Job Title: Assistant Manager

Function/Department: Retail

Reporting To: Shop Manager

Location: Mansfield

Role Purpose and Key Responsibilities

Role Purpose: You will be responsible and accountable for the shop and the team in the absence of the Shop Manager by operating and running the shop and managing the shop team effectively. The day‑to‑day role includes assisting the Shop Manager and team with the smooth running of the store, ensuring high standards are maintained, accepting and paying out bets, and delivering excellent customer service. The role also encompasses opening and closing the business and managing all shop operations when the Shop Manager is not present.

Key Responsibilities

• Support the Shop Manager with the day‑to‑day running of the shop and team.
• In the absence of the Shop Manager, lead from the front in managing the operation and running of the shop, including opening and closing the shop.
• Manage and guide the shop team.
• Follow cash management procedures.
• Manage and utilize the company Time and Attendance system, ensuring adherence from the team.
• Lead by example and drive the team to maintain shop presentation standards.
• Encourage colleagues to share ideas for improvement.
• Focus on shop results to identify opportunities and elevate team performance.
• Provide outstanding customer experience.
• Educate and guide the team to deliver excellent customer service.
• Accept bets as per procedure, accurately processing customer bets through multiple channels including betting terminals and EPOS in a timely manner.
• Act as a Brand Ambassador, introducing customers to multi‑channel/digital journeys.
• Ensure compliance with all operational, cash management, and security procedures.
• Adhere to Social Responsibility duties.
• Promote the company brand and maintain high performance standards across the team.

Knowledge, Skills and Experience

Essential Skills and Experience

• Confidence in leading and inspiring a team.
• Ability to build excellent working relationships with colleagues.
• Integrity and trust, serving as an excellent role model.
• Excellent communicator, able to provide clear guidance and feedback to team members and customers.
• Adaptability to different situations, leading from the front with new ideas.
• Problem‑solving and creative thinking.
• Energy and drive to continuously develop self and others.
• Customer‑service focus.
• Enthusiastic people person.
• Strong interest in the sporting industry and the confidence to build rapport with customers.
• Ambitious and driven to progress within the company.
• Commitment to promoting the company brand and achieving high performance standards.

Desirable Skills and Experience

• 1 year of Assistant Manager/Supervisor retail experience.
• Industry experience welcomed but not essential; full training will be provided to expand knowledge in sport and betting.

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