Job Summary
As a Betting Shop Manager, you will take full ownership of the day-to-day operation of the shop, ensuring an excellent customer experience while delivering strong business performance. You will lead, support and develop your team, maintain high standards across the shop, and ensure all company policies, procedures and security controls are followed.
You will be expected to have excellent knowledge of Bar One Betting products, services and promotions, using this knowledge to support customers, encourage repeat business and coach your team. The successful candidate will take a proactive, hands-on approach and manage the shop as a self-sufficient business unit, taking responsibility for customer service, people, standards, administration, costs and overall performance.
Key Responsibilities
Customer Service & Sales
- Set and maintain a consistently high standard of customer service, ensuring customers are greeted warmly, professionally and respectfully.
- Build positive relationships with regular customers and use their names where appropriate.
- Ensure bets are accepted and processed efficiently and accurately, minimising errors, delays and customer disputes.
- Maintain an in-depth knowledge of Bar One Betting products, services, promotions and special offers, providing customers with accurate information and assistance.
- Coach and support team members to deliver excellent customer service and product knowledge.
- Ensure pens, betting dockets, coupons and other customer materials are available at all times.
- Handle customer queries and complaints professionally and discreetly, resolving issues at shop level wherever possible.
Shop Standards & Environment
- Maintain a clean, welcoming and comfortable environment for customers and colleagues.
- Oversee and assist with cleaning standards, including vending areas, toilet facilities and touchscreens.
- Regularly check shop equipment and customer facilities, including SSBTs, coffee machines, Racing Post screens and screen banks.
- Ensure equipment and facilities are available and operating correctly, reporting faults promptly through the appropriate channels.
- Maintain a safe environment for customers and colleagues at all times.
- Take ownership of issues within the shop and ensure they are addressed promptly.
Company Policies, Procedures & Compliance
- Understand and follow all Bar One Betting policies and procedures, using the staff handbook, procedure manual, BOSH and other company resources.
- Maintain a strong understanding of Bar One Betting Trading Principles and Liabilities.
- Ensure all cash-handling and security procedures are followed consistently by the entire team.
- Complete all required daily shop administration accurately and on time.
- Promote a culture of compliance, accountability and operational excellence.
People Management & Development
- Lead, motivate and support the shop team to deliver excellent customer service and business performance.
- Train and develop colleagues using training plans and resources provided by Head Office, with support from the Deputy Support Manager and wider Head Office team.
- Provide regular coaching and constructive feedback to help colleagues improve their performance.
- Prepare and manage weekly staff rotas to meet customer demand and required service levels while operating within budget.
- Use business activity and docket volumes to ensure staffing levels are appropriate throughout the day.
- Create and maintain a positive, inclusive working environment that encourages teamwork, openness and new ideas.
- Take responsibility for your own development and continuously improve your knowledge and management skills.
Administration & Business Management
- Complete all daily and weekly administrative requirements accurately and within deadlines.
- Monitor and control shop costs, taking appropriate corrective action where required.
- Monitor discrepancies within the shop and take corrective action promptly.
- Ensure all shop performance reporting is factual, accurate and complete.
- Manage Timepoint requirements, including rota and Daily Browser completion.
- Monitor overall shop performance and take ownership of achieving agreed targets.
- Operate the shop effectively within budgets set by Head Office.
Other Responsibilities
- Achieve agreed shop performance and customer service targets.
- Receive, communicate and action written, verbal and electronic messages promptly.
- Take ownership of the shop as a self-sufficient business unit and ensure all areas of the operation are managed effectively.
- Complete any other reasonable or ad hoc duties requested by the Company or Senior Management.
What Success Looks Like
The successful Betting Shop Manager will be a confident and customer-focused leader who takes ownership, leads by example and creates a positive environment for both customers and colleagues. You will combine strong operational skills with excellent people management, commercial awareness and attention to detail to ensure the shop consistently delivers high standards and achieves its business objectives.
Pay: £14.50 per hour
Work Location: In person
