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For Companies At a Glance
- Tasks: Be the face of our casino, ensuring customers have a fantastic experience.
- Company: Join Metropolitan Gaming Group, a vibrant brand in gaming and leisure across the UK and Egypt.
- Benefits: Enjoy 50% off food, discounts on travel, health services, and more!
- Why this job: Be part of a dynamic team that values creativity and customer engagement.
- Qualifications: Must be 18+, with a passion for customer service; marketing experience is a plus.
- Other info: Fluency in Arabic is desirable but not essential.
The predicted salary is between 30000 - 42000 £ per year.
Who We Are
Metropolitan Gaming Group is the multi-channel gaming and leisure brand for people who live city life to the full. The home of Metropolitan Gaming Online and Metropolitan Casinos, we're dedicated to providing exceptional experience and service for our guests whichever platform or venue they visit. Our ten city destinations across the UK and Egypt include the iconic Empire Casino in Leicester Square, and London's newest luxury casino Metropolitan Mayfair. We're a 'Why Not?' brand that likes to challenge the status quo and we're passionate about: looking good, feeling great; keeping our finger on the pulse; doing things with a twist; and being safe hands for our customers and people.
Benefits
- 50% off food and beverages in all of our UK venues
- Extensive Rewards platform: discounts on travel, retail, hospitality, health and much more
- Company Sick Pay
- Company Pension
- Life Assurance
- Refer a friend incentives
- Financial advice services
- Employee health and wellbeing services
- Virtual GP Services
- Season Ticket Loans
- Employee assistance programme: A confidential helpline providing 24/7 advice and counselling
- Cycle to work scheme
The Role:
The Customer Relations Executive will be the face of the business and are responsible for providing all customers with a positive experience by delivering on the following:
- Act as an ambassador for the casino and give consistent, polite, timely and accurate information and service to customers visiting the casino.
- Be a point of contact for customers to answer queries and provide support to guests relating to Met card rewards programme.
- Support the marketing team at Head Office by contacting customers informing them of events, promotions, and available offers.
- Support the business in the development, retention, and reengagement of declining or lapsed customers within the Met Card Loyalty scheme.
- Creating additional preferences based on customer engagement ensuring the company is tailoring the service and marketing offering wherever possible.
- Actively participate in the development and delivery of casino events and promotions.
- Work with local and central marketing teams to develop events and promotions to drive attendance.
- Participate in customer feedback follow up to ensure customers feel valued and improve the overall customer experience.
- Facilitate provision of customer benefits in line with policies and processes.
- Proactively identify and resolve service failures by taking immediate action to resolve service gaps and cement player loyalty.
- Generate new business and visitation to the casino by being an ambassador at external events.
- Undertake and successfully complete regular Safer Gambling and AML training provided and utilise the knowledge learned to protect and empower customers to gamble safely.
- Support Casino Management in the delivery of Safer Gambling Policies and Procedures in line with the Safer Gambling Policy.
HVC Duties:
In addition to the above, a Customer Relations Executive may be assigned support to customers within the HVC Scheme:
- Protection of the licensing objectives under the Gambling Act 2005 must be at the forefront of all activity carried out in this role.
- Responsible for conducting customer contact/interaction in a professional and transparent manner and in a way that minimises the risk of the customer experiencing gambling related harm.
- Responsible for delivering personalised offers and benefits in line with the HVC Scheme and compliant with MG UK HVC Policy & Procedures.
- Anticipate, respond to and consistently meet or exceed the needs of guests including, but not limited to: arranging complimentary transportation, accommodation arrangements and any agreed hospitality.
- Tasked with communicating HVC initiatives and facilitating attendance.
- Wholly understand and abide by the Gambling Commission’s HVC Industry Guidance and MG HVC Policy & Procedures and effectively inform customers of changes to the HVC Scheme when necessary.
- Fully comply with all applicable licence conditions and codes of practice, rules, company expectations, departmental goals, industry guidance, laws and regulations, company policies, and conduct yourself with the highest levels of integrity and honesty.
- Support Casino Management in the delivery of Safer Gambling Policies and Procedures in line with the Safer Gambling Policy and enhanced checks in line with the HVC policy, with an understanding that staff appraisals will take into account safer gambling actions.
- Work collaboratively with other teams (including safer gambling and AML) to allow for objective decision-making and review, based on all available information.
Desirable But Not Essential:
- Fluent in Arabic
- Understand casino games, theoretical, actual and comp ratios.
- Target driven and orientated
- Previous marketing experience
Please Note: You must be aged 18 or over and have the right to work in the UK.
Customer Relations Executive - Mayfair, London employer: leisurejobs
Contact Detail:
leisurejobs Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Customer Relations Executive - Mayfair, London
✨Tip Number 1
Familiarise yourself with the gaming and leisure industry, especially the unique offerings of Metropolitan Gaming. Understanding their brand values and customer service philosophy will help you align your approach during interviews.
✨Tip Number 2
Network with current or former employees of Metropolitan Gaming. Engaging with them on platforms like LinkedIn can provide you with insider knowledge about the company culture and expectations for the Customer Relations Executive role.
✨Tip Number 3
Prepare to discuss how you would handle customer interactions and resolve service failures. Think of specific examples from your past experiences that demonstrate your problem-solving skills and commitment to customer satisfaction.
✨Tip Number 4
Showcase your enthusiasm for events and promotions in your conversations. Since the role involves supporting marketing initiatives, being able to discuss innovative ideas for engaging customers can set you apart from other candidates.
We think you need these skills to ace Customer Relations Executive - Mayfair, London
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights relevant experience in customer relations and any previous roles that demonstrate your ability to provide exceptional service. Use keywords from the job description to align your skills with what Metropolitan Gaming Group is looking for.
Craft a Compelling Cover Letter: Write a cover letter that showcases your passion for customer service and your understanding of the gaming industry. Mention specific examples of how you've successfully engaged with customers in the past and how you can contribute to the company's mission.
Showcase Relevant Skills: Emphasise skills that are particularly relevant to the role, such as communication, problem-solving, and teamwork. If you have experience with loyalty programmes or event promotion, make sure to highlight this as it directly relates to the responsibilities of the position.
Proofread Your Application: Before submitting your application, carefully proofread all documents for spelling and grammatical errors. A polished application reflects your attention to detail and professionalism, which are crucial in a customer-facing role.
How to prepare for a job interview at leisurejobs
✨Show Your Customer Service Skills
As a Customer Relations Executive, you'll be the face of the casino. Be prepared to share examples of how you've provided excellent customer service in the past. Highlight your ability to handle queries and resolve issues promptly.
✨Understand the Brand
Metropolitan Gaming Group prides itself on being a 'Why Not?' brand. Familiarise yourself with their values and mission. During the interview, express how you align with their approach to challenging the status quo and providing exceptional experiences.
✨Demonstrate Your Marketing Knowledge
Since the role involves supporting the marketing team, brush up on basic marketing principles and be ready to discuss any relevant experience you have. Show enthusiasm for promoting events and engaging customers through various channels.
✨Prepare for Safer Gambling Policies
Understanding safer gambling practices is crucial for this role. Familiarise yourself with the Gambling Act 2005 and be ready to discuss how you would ensure compliance and promote responsible gambling among customers.
