At a Glance
- Tasks: Lead technical support services and ensure smooth operations across Grosvenor Casino venues.
- Company: Join Grosvenor Casinos, the UK's most loved casino brand with a vibrant culture.
- Benefits: Exciting career progression, team incentives, and ongoing learning opportunities.
- Other info: Regular travel required; embrace variety and energy in your work.
- Why this job: Make a real impact by leading a talented technical team in a dynamic environment.
- Qualifications: Experience managing technical teams and supporting service improvement initiatives.
The predicted salary is between 40500 - 49500 £ per year.
Candidate can be based anywhere in the UK.
Line Management Responsibility.
At Grosvenor Casinos, we're on an exciting journey to become the UK's most loved casino brand.
As industry leaders, we're passionate about creating exceptional customer experiences and delivering market-leading gaming entertainment across our venues nationwide.
To support this ambition, we're looking for an experienced Projects Technical Support Manager to lead our regional technical support function and ensure the safe, reliable and efficient operation of gaming and venue technology across the estate.
Why This Role Matters
As Projects Technical Support Manager, you'll play a critical role in maintaining the performance and reliability of our technical infrastructure.
Leading a team of field-based technicians, you'll ensure technical issues are resolved quickly, installations are delivered effectively, and service standards remain consistently high across our venues.
This is a hands-on leadership role that combines operational management, technical expertise and continuous improvement, helping to drive service excellence throughout the business.
- What You'll Be Doing
- Leading the delivery of technical support services across Grosvenor Casino venues, ensuring incidents, faults and escalations are managed effectively and service levels are achieved.
- Managing, coaching and developing a team of Field Support Technicians, including performance management, training, rota planning and resource allocation.
- Planning and coordinating maintenance, installations and support activity to minimise operational disruption and maximise service performance.
- Ensuring all technical work is delivered safely and in line with company policies, regulatory requirements and asset management standards.
- Monitoring service performance, identifying trends and producing insightful reporting to drive improvements in quality, efficiency and cost control.
- Building strong relationships with venue teams, operational stakeholders, suppliers and external partners to support business priorities and technical change.
- Supporting technical projects, upgrades and new installations while driving standardisation, best practice and continuous improvement across the support function.
- Providing leadership during incidents and escalations, ensuring issues are resolved quickly and effectively.
What We're Looking For
We're looking for a driven and organised technical leader who thrives in a fast-paced, multi-site environment and has a passion for delivering exceptional service.
Essential Experience & Skills
- Experience managing field-based technical teams, including performance management, coaching, scheduling and workload planning.
- Proven experience within technical maintenance, field service, installation or technical service operations.
- Experience supporting technical projects, upgrades, installations or service improvement initiatives.
- Ability to work independently, make informed decisions and contribute positively to a collaborative team culture.
- Flexibility to travel extensively and support operational requirements across the UK.
Desirable
- Previous experience in a Senior Technician, Technical Manager, Field Service Manager or similar leadership role.
- Experience supporting technology within a customer-facing, hospitality, leisure or gaming environment.
What's In It For You?
At Grosvenor Casinos, you'll join a business that's investing in innovation, technology and customer experience.
You'll have the opportunity to lead a talented technical team, influence service improvements across a national estate and play a key role in supporting the future success of our venues.
Additional Information
This role requires regular nationwide travel and overnight stays, which are essential to supporting our venues and operational priorities across the UK.
Why Join Us?
As a part of The Rank Group, Grosvenor Casinos combines a vibrant, premium casino experience with outstanding benefits and exciting career progression within a leading leisure brand.
- Rewards that keep the excitement going - From team incentives and competitions to everyday perks, we make sure your effort is recognised and rewarded.
- A strong start that sets you up to win - Our induction gives you the confidence, knowledge and support you need to hit the ground running, with ongoing learning to keep building your skills.
- Work with energy and variety - No two days are the same.
You’ll help to shape how we do things, and make a real impact by bringing ideas to life and playing a key role in what matters.
- High standards, achieved together - We set the bar high and support each other to reach it - but we do it as a team, not in competition. Because when one of us wins, we all do.
- Room to grow and move forward - Whether you’re starting out or ready for your next step, we’ll support your development and open up opportunities to progress within Grosvenor Casinos and The Rank Group.
- We’re for Everyone
If you're looking for a role with energy and variety and want to be part of a team that values passion, performance and care - we’d love to hear from you.
At Grosvenor Casinos and The Rank Group, we celebrate individuality and welcome applications from all backgrounds.
If you need adjustments at any stage of the process, just let us know.
- #Grosvenor Casinos
- #J-18808-Ljbffr
Technical Support Manager - Projects in London employer: Grosvenor Casinos
Grosvenor Casinos is an exceptional employer, offering a dynamic and collaborative work environment in Maidenhead. As part of The Rank Group, employees benefit from excellent learning and development opportunities, career progression, and competitive rewards, all while contributing to a growing business that values teamwork and attention to detail. Join us to make a meaningful impact in the UK's leading casino brand, where individuality is celebrated and diverse backgrounds are welcomed.
StudySmarter Expert Advice🤫
We think this is how you could land Technical Support Manager - Projects in London
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Grosvenor Casinos. 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 Grosvenor Casinos 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 Technical Support Manager - Projects in London
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 Grosvenor Casinos:Your cover letter is your chance to shine! Tell us why you want to work at Grosvenor Casinos 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 Grosvenor Casinos!
How to prepare for a job interview at Grosvenor Casinos
✨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.
