Working for William Hill is easily one of the most regrettable decisions I and a lot of people have made in our lives. Don't make the mistake we did, no matter how desperate you are for a job. Seriously.
First of all, whether you are a Cashier or CEM you WILL be doing work or 'additional' duties through email that aren't on your contract. Some people you work with are the best people you will meet in your life, others are lazy and you'll be working double hard. And don't bother try to argue with that person or complain about them, remember there's only 2 of you and if that person is in your shop team you'll create tension in your entire shop. Rules contradict each other and only apply based on favouritism. You are not allowed to leave the shop or be on the shop floor after 7pm but the shop closes at 10pm. You are paid until 10:15. With this logic, that means you must empty the machines, take down newspapers, clean the shop, solve cash discrepancies and end of day all systems after 10pm. I'm not even going to tell you how long it takes, just know you won't be getting paid overtime. It's not authorised, even if the managers tell you to do it. And if it is authorised, you need to remind your BPM to reflect that on your rota so you get paid properly.
BPMs (your go to if things go wrong) are the most incompetent set of idiots you will have the pleasure of knowing, because unless your shop has constant problems you aren't going to meet your BPM. There are 5 BPMs to a cluste
Great for students and part-timers, not for those looking for a career.
Abridged version: Great job for students and part timers, no realistic opportunity to progress past CEM or "store manager" into posts of higher pay and responsibility. Long working hours, a management culture of "sort it yourself" but potentially some of the best people of you'll ever meet - hopefully you survive the bookies intact, take the experience with you and flourish elsewhere.
I have been with William Hill for 4 years, while I was still in college. As a student the flexible hours were great and overtime was always available.
This should have, however, been a red flag, since a 12 hour contract was able to fill their downtime with 40-50 hours if they really wanted to - it showed how often we would be understaffed.
Training to be a duty manager meant I was able to work as a manager or a cashier, which was even better for flexibility while still in college. I was eventually approached by an area manager shortly after our restructuring (Read as - cuts from the bottom, High turnover/business shop managers were now being paid the same paltry rate as the former lowest grades).
After accepting what seemed to be a good move at the time into the shop manager role, which was changed to "Customer Experience Manager", I was given the opportunity to move from the quiet shop I had been moved to during my training as a CEM to one of our more high profile shops, which I believed to be a surefire stepping stone to progress further through the company.
Despite showing solid
When I first joined, I was coming from outside the industry. The training provided from upper management isn't that good, you'll have to travel all the way to the regional office (in my case edgington) to have 3 paid training days, of which only compliance and a basic guide of how bets work is learnt. Most of the training takes place in store, I was lucky enough to have two experienced CEMs teach me. The work/life balance isn't too good, a lot of the time you'll be called up to cover someone else's shift last minute and it gets to a point where saying no is looked down upon. The company pushes quite a lot of promotions which are hard to keep track of, in my personal opinion we don't get paid enough to deal with everything that we have to do, including making tea and coffees constantly, cleaning the store, swapping promotions and marketing everyday, watching out for banned/self excluded customers and fraudsters, dealing with abusive customers and also trying to please management while dealing with customer disputes, handling money and anything else that comes our way. Additionally, lone working is also another negative of the job, as it can be quite worrying working in a shop with quite a lot of cash and abusive customers for a long sum of time, not to mention that if there isn't anyone available to cover your break (when lone working), then you won't be allowed to take your break as leaving the store is an sackable offence. Speaking of time, whose looking for a managers role
ProsFree coffee, possibly a good option for part time students looking for a job.
ConsLong hours, lone working, management constantly on case, last minute requests for overtime, poor pay.
The intake training programme for William Hill is 12 weeks long, because there is a lot to learn and once you are on the job, you realise training only scratched the surface of what you actually need to know to do the job.
Plus, once your workplace assessment has been signed off on, you will be thrown straight in at the deep end, and scheduled to take Duty manager shifts, where you will be lone manning and solely responsible for the shop for at least part of the shift.
However, if you pass training and on the job assessment, the job offers guaranteed hours and genuine job security.
They also promote from within and there is genuine opportunity for progression.
The equality policy is also good. From shop floor level - up-to area management level - there's an even split of genders, races, ages and persuasions throughout.
You will work hard and juggle many hats every shift, and the job has so many variables that there is always room for the unexpected.
The team environment is really supportive. I worked with a fantastic group of people and you could ask any staff member from anywhere in the company a question and they would try and get you an answer.
Our line management was also usually good. They had to stick within company parameters, but would do their best for you within those parameters.
The rota system is brutal.
There's no routine to it at all.
You will get the number of weekly hours agreed in your contract, but they can be anytime between 7.45am
Every morning opening up a branch would consist of putting up the race papers, ensuring marketing material is up to date as well as football coupon dispenser. Money would then be located form the safe and counted according to previous night. An audit from previous night would also be printed and every bet checked individually for security reasons. The same process would be completed for all of the previous days business. the day would consist of creating a great atmosphere for every customer coming into the shop, but also adhering to Gambling Commission Regulations. Behind the scenes, shop figures and targets have to be focused on as well as any staff issues and completing the staff rotas for the upcoming weeks.
Within this position I have learned a lot on how to effectively run my shop in accordance with budgets and hitting targets. I have developed skills in order to determine what may be causing the shop to underachiever and coming up with something to ensure it doesn't happen again. This also goes for ensuring my shop team and I continue to do the things that are enabling us to achieve targets.
The management can be very different within William Hill, as it depends who you have as a District Operations Manager. If you have someone who it all about process then it can be tough as working in the shops - especially when the company is understaffed at the moment - can be very tough and motivation can be lost, this is due to sometimes being seen as just a numbe
OK for people who want to gain experience in Retail and Customer Service
My typical working day at William Hill as a trainee cashier would be me taking and accepting bets. Along with learning the job role to money manage, count the safe and banking. You get trained to be able to open and close a store which then you become a Customer Experience Assistant grade 2. for that to happen you have modules to do with in your 3 month probation period to then get signed off if you pass the observation of you opening and closing a store.
My colleagues were very nice and taught me loads about the betting industry. My store Manager was very nice and brilliant at her job and was very patient with me during my time there.
The customers most of the time we're alright to have a chat with and a laugh. We had our regulars but then you would have the odd one that may be problematic but it can be resolved if you have the right people skills, communication, patience and a good supportive team.
There we're days where the branch I was situated at was very quiet and would probably take over 100 bets by the time my cashier shift finished ( varies up and down)
The hardest part of the job for me was to make sure my till was correct by the end of my shift as it is very easy to calculate wrong and the cash Dec your till short which is not good if you can't back track where its gone. You learn to use your initiative to cash Dec regularly to avoid discrepancies.
The most enjoyable part of the job was really getting to know my colleagues and my customers, especial
I only lasted 6 months there due to the company making me ill.
#1I was a relief cea, I was put in a shop that reached between 35-40 degrees Celsius in the summer with no open windows. I was sick 2 shifts and a row, I asked to go home both times and was told no. The first time I had to stay there. The second time instead of letting me leave, I was put in another shop to work even longer hours knowing I was ill.
#2 you feel pressured into over time. Not only by having 5 calls in a row asking you if you want over time and you’d already said no the first time, but also by the fact that if you live alone... you’re better on benefits than there diabolical low wages for CEA’s.
#3 they waste money sending out backs of wagons wheels and gold bars in advertising packs but can’t afford to give their older shops a bit of TLC.
#4 even if you know for a fact that someone has either got a gambling problem or can’t actually afford the bet their putting on, you are not allowed to refuse service unless they selfban. HOW DISGUSTING IS THAT? All we were told to do was pass them a leaflet. WE STILL HAD TO TAKE MONEY FROM THEM KNOWING THEY HAD AN ISSUE THEY JUST COULDN’T SEE IT!
#5 the mystery shopper thing is a scam. I was described as a red head and told him to play a fish game on the machines... I didn’t even know there was a fish game on the machine.
#6 the staff are not as appreciated as they should be.
#7 the mess around with (or even forget to pay) over time you do. If you do a
ProsThere’s always a never ending supply of pens.
Customer Service Representative | Leeds | 26 Aug 2018
Excellent Mangers, Unusually Training
Good place to work if you enjoy the aspects o betting, and customer service, can be quite a challenging role when running the shop on your own without a colleague, depending on how busy that day is.
But it does seem as though William Hill would rather not pay for 2 staff on when there really should be at times, for security reasons alone you would expect it to be enough, but also because working on your own a very busy day does put people under pressure.
Training in regard to opening and closing the shop is done very well, however all the training for a new started is clumped together, like they're expected to learn everything at the same time.
I think it would more efficient for a new started to get to grips with the simple basics of the shop first, and keep it simple, and give them time to focus on those hands on important parts the job, rather than making them read about loads and loads company policy at the same time. I feel that can get in the way of the time it takes for a new started to grasping all the basics needed to work alone in shop and feel confident about it
Overall a good betting company to work for,
but the training over all I think should be done differently.
And on busy race dates, or busy foot ball game day's,
Day's when it is expected to busy, I feel William Hill should proprieties more on placing 2 people on.
Rather than prioritising sighing people off,
so staff are expected to work a large part of those day on their own,
which is c
ProsSome excellent mangers
ConsWork load is disjointed, busy day's require two people on.
From an operational point of view, the day to day running of the business (like any betting shop) can be quite enjoyable, particularly the social aspect of the job, talking to customers most of the day.
I did not learn much during my term of employment, being recruited as a manager with previous LBO experience. However, I received minimal training overall, and despite a few requests for more formal training, I received none.
The management style, in my personal opinion of the district / area management team can only be described as "Crisis reactive" and not very inspirational. For example, when briefing the team regarding a new initiative, it is in the best interest to make your team excited and passionate. Words such as "non negiotiable", does not stir that kind of emotion. For an extended period my store was short staffed, and what should normally take 2-3 weeks at most to recruit someone, taken almost 4 months. This was also occuring in multiple stores in the district, meaning that everyone was working a lot of overtime, which in itself is a good thing, except that as a manager, I was forced to take time in lieu, which I could not reclaim, as I could not get the cover.
As far as administration goes, William Hills can certainly be described as beaurocratic madness. Admin is archaic in nature, and is in dire need of modernisation. Collation of staff schedules across the area is like playing a game of "chinese whispers", so far as a store manager is concerned, you will fin
Prosinteresting array of staff discounts
Conslong hours, very beaurocratic, disorganised
Customer Service Manager | Liverpool | 19 Sept 2021
Short runner only
The most enjoyable part of the job would be colleagues (only the regular staff) while you can even need to work with so-called relief staff and they care about nothing at all ''this isn't my shop''.
Coz of the staff shortage you'll probably be asked to open or close few other shops during the day because people from certain shops like to call off sick during the nice weather or they actually don't want to work all-day shifts and overtime for a 50p more than a minimum wage.
Overtime is not paid as overtime but as a standard hour.
They'll say about giving you a day off for your bday... yeah but they'll take it off your holidays for Xmas.
There is also a holiday thing which you've got to tell your manager a year in advance the days you would like to take off (and there is a massive chance that the dates you requested wouldn't be approved).
There is NO life-work balance at all even if the company tries to sell a different story (only the part-time workers can have some balance).
The good thing in the company is that you can have a free drink such as coffee and tea and the contract is at least full-time permanent but only if you apply for a Customer Experience Manager position while Cashier Assistants can get a max of 25 to 30 hours contract depending on their BPM.
There's also a thing called perks at work where you can buy stuff from high street shops for ''let's call it cheaper price'' but almost every employer will offer you such a thing nowadays.
It is hard to progress to the
I don't ever write reviews, but i feel people need to know the truth about how William hill is run. I will start by advising anyone who is considering working at William hill to not. The company is run on fear, and treats staff with utter disrespect. William hill know that with the current job climate, they can treat people as poorly as they want, and you are unable to leave.
A typical at William hill Will be starting work at 8.45, and working by yourself in a shop until a cashier arrives at 1pm. During thi period you Will not be able to leave the shop and Will struggle to even use the toilet due to being unable to leave the counter. The shops are then open till 9.30/10 at night. Working these long days at hills are normal, but its not that which is the problem. The problem is trying to get the days off you ask for, the district managers just dismiss requests, and tell you that you have to work when William hill want you too. The same district managers who have little interest in you until you make a mistake, and they call you in for a disciplinary at the drop of a hat.
Outside shop level the management are an absolute joke. They treat everyone like they are thick, and talk down to everyone. During my time there, a woman who had worked at William hill for 35 years left, and on her final day she was just told to hand the keys to the cleaner. No thank you. No visit. Nothing. 35 wasted long years.
Management Will stab you in the back in a heart beat, and Will then gloat about
Prossome nice people to work with, banter with customers.
Consterrible management, run on fear, disrespectful.
Customer Service Representative | Namibia | 12 Mar 2019
Don’t work here....even if you’re desperate
13 week training course you’re supposed to pass before opening/closing store by yourself (& entitled to a £1 pay rise) but I am continually opening and closing the shop due to inefficiency from the BPM.
The BPM should arrange your rota for you, however the Rotas are usually half done, leaving the shop without staffing for several hours. As a result of this, expect calls at 8/9pm to ask if you’re available to open up the next morning or close that night.
Staff do not have any customer service, at all!
As this is a ‘pub’ environment almost (minus the alcohol) expect to hear R*cist& S*xist comments pretty much all and every day.
I am in no way a prude & I can roll with the punches as much of the rest of them. This review isn’t coming from someone ‘out of touch’ or ‘snooty’, this review is coming from a woman in her 20’s that is forced to put up and shut up with the working environment for fear or loosing my job or making it MORE difficult.
Staff members swear at customers, take naps, 2-4 breaks a shift (often for 30 mins +) leaving new starts to fend for themselves whilst they go to one of the neighbouring betting shops to place their personal bets. Again, not allowed. As of WH’s compliance rules, were to have 13 weeks training as mentioned earlier before being left alone).
We’re supposed to look out for scams such as bet backs, slow counts etc. But how are we to do this, if the company itself is asking new starts to open/close the shop by themselves and staf
ProsFlexible hours, try to accommodate to other commitments such as the school run, education etc.
ConsLack of organisation, lack of security, uncomfortable environment, unfriendly staff and customers, racist and sexist comments
Questions and answers about William Hill
Is William hill the best company to work for
Asked 31 Aug 2017
No not if you want to live a normal life and see your family and friends.
Answered 20 Nov 2019
I guess it all depends on individual..if you are a hard working person, ready to work under pressure, working alone on evenings, be extremely vigilant for fraudsters and potential robberies...Overall is been a great experience for me..
Answered 1 Oct 2019
How are the working hours at William Hill?
Asked 18 Apr 2017
Answered 19 Jul 2020
Minimal contacts usually about 16 to 22. Unsocial hours and lone working.
Answered 14 Jul 2020
What is the interview process like at William Hill?
Asked 4 Apr 2017
Depends who is interviewing. Some will take on anything with legs because they’re desperate !
Answered 16 Feb 2022
Simple and easy
Answered 27 Feb 2021
How does someone get hired at William Hill? What are the steps along the way?
Asked 26 Mar 2018
Go online and apply, or your friend can recommend you.
Answered 13 May 2022
I applied via indeed.
Answered 14 Mar 2022
How do you feel about going to work at William Hill each day?