Kirsty Leatt

As a team leader on secondment at William Hill, I am responsible for overseeing daily shop operations, ensuring compliance with company policies and delivering excellent customer service. I support, coach and supervise team members to meet performance targets while maintaining a positive and productive working environment. My role includes handling cash management, resolving customer queries and escalations and ensuring responsible gambling standards are upheld at all times. During my secondment, I have successfully stepped into a leadership role, demonstrating strong organisational and communication skills, improving team morale and contributing to the smooth running of the shop during a period of change. I am recognised for my reliability, adaptability and ability to lead under pressure.

As a Customer Service Representative at William Hill, I provided a high standard of service in a fast paced retail environment, ensuring every customer interaction was professional, friendly and efficient. I handled a high volume of transactions, including cash and card payments while maintaining accuracy and attention to detail. I assisted customers with queries, resolved issues promptly and built positive relationships through clear communication and a customer-focused approach. I was responsible for maintaining shop standards, supporting day-to-day operations and ensuring compliance with company policies, including responsible gambling procedures. I consistently demonstrated reliability, teamwork and the ability to remain calm under pressure, contributing to a smooth and welcoming customer experience.