Customer Operations

Our Customer Operations team is truly international, based across Manila, Sofia, Gibraltar, Malta and the UK. Focussed on all things customer-related, they handle our customer service, self-help, automation and more, ensuring that all of our customers receive the highest quality experiences — both in-store and when contacting our service lines.

Welcome to the team

To provide our customers with the incredible William Hill service we’re all proud of, our Customer Operations team splits into three divisions to get the job done:


This division is dedicated to making sure that our customers get what they need as quickly as possible via the development of automated chat experiences. Their focus on implementing vital internal automation processes saves both time and effort, while getting customers what they need, faster.


Committed to analysing trends and reasons for customer contact, our Improvement division works with colleagues in the product teams to improve our content, processes and site performance. They’re also responsible for documenting and improving processes to provide faster and better customer journeys.

They also manage our site content and FAQs, making sure our customers can always find the answers to their queries quickly and easily.


Our Operations division handles all of our frontline messaging. This includes customer queries regarding Gaming, Sportsbook and General Account contacts.

They also take the lead on the handling of escalations and customer complaints, delivering fast and efficient solutions resulting in high levels of customer satisfaction.

What we look for

We're on the lookout for highly engaged and customer-focused people, with great communication skills — both written and verbal. Experience in the industry or a passion for sports or casinos would be an advantage, and experience in specialised areas such as automation, content creation or process improvement are always highly desirable. But ultimately, we just want to know that you give a damn — about your customers and your colleagues — and that you're committed to going one better!

Hear from our people

  • Julius Patal

    Operations Manager

    William Hill really invests in people who are passionate about our customers' welfare and safety and we have some great training and development that has helped us become a true market leader.

Ready to apply?

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