Marketplace Manager - Birmingham
To lead, motivate and inspire the shop teams to maximise shop profitability through promotion of products and management of costs. To deliver, with the shop teams, outstanding customer service whilst adhering to all company policies, procedures, compliance and standards. Creating a safe and enjoyable environment where colleagues and customers feel welcomed and engaged Responsibilities & Experience Leading, developing and training the teams so they are able to deliver consistently exceptional customer service. Ensuring a great customer journey and resolving complaints and issues when necessary. Ensuring compliance with the following: Health and Safety procedures Responsible Gambling and Self-Exclusion Guidelines Security procedures Think 21 Cost Control Maintaining high shop standards, taking pride in the shop and ensuring all colleagues adhere to the company uniform policy and focus on shop cleanliness. Responsible for ensuring the shop is cleaned on a regular basis and tidy at all times. Building strong shop teams through effective recruitment, induction and ongoing training and development. Managing the shop teams to ensure strong performance, high attendance levels and appropriate conduct. Developing the shop teams in their current role and supporting development for those with potential for future roles within the business. Encouraging the shop teams to understand the company's product offering, including in shop and online, to enable them to have confident conversations with customers. Managing all shop controllable costs within the agreed budget. Ensuring the teams have commercial awareness and understand how they can personally impact the shops' profitability. Managing the shops' profit and loss account. Effectively managing the shops rotas to ensure the shops are resourced correctly, operate within the optimum hours allocated, and are in line with the Working Time Directive. Supporting the area with rota management to ensure all shops are fully resourced and absence covered. Supporting the area with investigations, grievance meetings and formal performance meetings. Managing any absence calls efficiently, utilising the most cost effective resource to resolve. Ensuring annual leave is fairly proportioned across all colleagues About The Company Every day thousands of people around the world enjoy betting and gaming with Ladbrokes. Part of Ladbrokes Coral Group, we are the home of the world's best-loved betting and gaming brands and one of the biggest players in the UK with a significant presence across the globe. As a business that continually brings excitement to our customers' betting and gaming experience, we believe it's really important that our people have plenty of reasons to be excited about working with us too. And for you, we believe there really couldn't be a more thrilling time to join us. We're changing the way people experience betting and gaming. In fact, you could say we're breaking down barriers and re-writing the rulebook on it. We are incredibly passionate about sport here at Ladbrokes, so if you are too, take a look around and explore the exciting opportunities we have waiting for you.