At a Glance
- Tasks: Lead a dynamic team to ensure an exceptional gaming experience for all guests.
- Company: Join Bally's Corporation, a global leader in casino entertainment.
- Benefits: Competitive pay, diverse work culture, and opportunities for growth.
- Other info: Flexible hours, including evenings and weekends, in a fast-paced setting.
- Why this job: Make a real impact on customer experiences in a vibrant gaming environment.
- Qualifications: Experience in live gaming and strong leadership skills required.
The predicted salary is between 31500 - 38500 £ per year.
Who we are
Bally's Corporation is a global casino-entertainment company with a growing omni-channel presence.
It currently owns and manages 15 casinos across 10 states, a golf course in New York, a horse racetrack in Colorado, and has access to OSB licenses in 18 states.
The recent acquisition of Aspers Casino in Newcastle, Uk, further expands its international footprint and enhances its diverse entertainment offerings.
It also owns Bally’s Interactive International, formerly Gamesys Group, a leading, global, interactive gaming operator, Bally Bet, a first in-class sports betting platform, and Bally Casino, a growing i Casino platform.
Well, what about the team?
Bally’s Gaming Supervisors play a crucial role in servicing the live gaming floor at the casino sites.
They are empowered to oversee the operation and ensure an exceptional customer experience for all guests.
Our supervisors lead by example, embodying Bally's core service values and instilling them in the Croupier teams they manage.
As a Gaming Supervisor, you will be an effective communicator and decisive leader.
Your commercial acumen and focus on achieving key performance objectives will drive the success of the gaming operations.
Your ability to make sound decisions and communicate effectively with both customers and your team will be essential and your leadership, expertise, and commitment will inspire your team and contribute to the overall success of the casino.
You will have the opportunity to make a significant impact on the customer experience and the performance of the gaming department and ensure that every guest who steps onto the gaming floor receives an exceptional experience that keeps them coming back.
Please note, we operate 24 hours a day, 7 days a week to provide an exceptional gaming experience for our valued guests.
This means that as a member of our team, you may be required to work unsociable hours, including evenings and weekends.
So, what will you be doing?
- Fostering a professional and ethical working culture across a diverse workforce and customer base.
- Ensuring that guests enjoy a positive gaming experience through meeting service standards.
- Providing support for Croupiers and act as a second level point of contact for customers.
- Taking ownership of customer queries and disputes and being able to offer quick resolutions in accordance with Company procedures.
- Assuming full responsibility for the operation of assigned gaming areas, including game integrity, gaming decisions and audits.
- Supporting the professional development of Croupiers through the awareness and facilitation of various tools.
- Supervising dealing standards and Croupier performance to ensure that game integrity is maintained, and supervising player rating to ensure data is collected accurately.
- Demonstrating legislative compliance, adherence and knowledge to: Licence Conditions & Codes of Practice, Gaming Procedures, Responsible Gambling, Anti-Money Laundering and Associated Policies, Anti-Money Lending, Data Protection and Health & Safety.
And what are we looking for?
- Possess a valid Personal Functional Licence.
- Have experience leading & developing a team and working with management (desirable).
- Have experience of player profiling programmes (such as NEON CMS).
- Have live gaming table experience, and thorough knowledge of a minimum of 3 live table-gaming games (3CP, AR & BJ) experience in more games preferable.
- Have a robust understanding of the Gambling Act 2005 and knowledge of Licence Conditions and Codes of Practice.
- Possess exceptional interpersonal and communication skills with the ability to proactively manage individuals and situations.
- Possess an organised and efficient approach to work with the ability to work without direct supervision in a fast paced, high-volume environment.
- DNA / Values
At Bally’s, we are driven by a set of core values that we like to call our DNA.
We strive to embody our DNA and keep them at the heart of everything we do!
We are Always Ready to embrace change, adapt, and do what it takes to delight our customers.
We believe that You Make the Difference , which is what gives our players the best experience and keeps them coming back.
We are All One Team , looking out for each other, respecting diversity while connecting through a common purpose.
Our teams are Learning Every Day by showing constant curiosity and the drive to learn from successes, mistakes, new experiences, and the people around us.
At Bally’s we Love to Lead by thinking differently, seeking innovation, and always looking for ways to raise our game.
Equal Opportunities
At Bally’s, we are committed to promoting equal opportunities in employment and working conditions.
Diversity, Equity and Inclusion are important to us, and we encourage a culture where everyone can be themselves at work.
We believe passionately that employing a diverse workforce is central to our success, this is our superpower.
We do not discriminate against employees or job applicants on the basis of race, colour, nationality, ethnic or national origin, age, sex or sexual orientation, gender reassignment, religion or belief, marital or civil partner status, pregnancy or maternity, political opinion or disability.
Internal Applicants
Please be aware to be considered for this position you must have at least 6 months experience in your current role with us and not have any live conduct, capability or absence warnings.
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Customer Service Gaming Supervisor in Newcastle upon Tyne employer: Bally's Interactive
Bally's Interactive is an exceptional employer that fosters a collaborative and innovative work culture, perfect for Mid-level iOS Engineers looking to make a significant impact. With a hybrid working model based in the vibrant city centre of Manchester, employees enjoy a balanced work-life environment, alongside opportunities for professional growth and development within a dynamic team focused on delivering high-quality mobile applications.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Service Gaming Supervisor in Newcastle upon Tyne
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Bally's Interactive. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like Bally's Interactive before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Customer Service Gaming Supervisor in Newcastle upon Tyne
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to Bally's Interactive:Your cover letter is your chance to shine! Tell us why you want to work at Bally's Interactive specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at Bally's Interactive!
How to prepare for a job interview at Bally's Interactive
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
