At a Glance
- Tasks: Enhance customer relationships and ensure high-quality interactions at our Leeds Casino.
- Company: Join MERKUR, a leading gaming and entertainment company in Europe.
- Benefits: Earn £14.60 per hour with structured training and clear progression pathways.
- Other info: Flexible hours, including evenings and weekends, with excellent career growth opportunities.
- Why this job: Be part of a dynamic team making a real impact on customer experiences.
- Qualifications: Strong communication skills and ability to handle challenging conversations.
The predicted salary is between 14.6 - 14.6 £ per hour.
Location: Leeds Casino
Hours Per Week: 40
Pay Rate: £14.60 per hour
About the role
We are looking for Customer Journey Supervisors to join our team at our Leeds Casino. This is a brand-new opportunity to be part of an evolving function within the business, focused on enhancing customer relationships, supporting safer gambling, and driving high-quality customer interactions. You will be supported through structured training and mentoring, developing specialist skills in customer engagement, compliance processes, and analytical decision-making. In this role, you will work as part of the wider management team, however your primary focus will be on managing customer interactions, reviewing customer activity, and ensuring high standards of compliance and customer care. You will play a key role in supporting both the customer experience and the protection of the business, ensuring interactions are meaningful, well-planned, and outcome focused. This is a highly visible role within the casino, working directly on the gaming floor and engaging with customers on a regular basis.
What we offer
- Pay Rate £14.60 per hour
- TRONC participation
- Structured training and development
- Clear progression pathway into management
- Ongoing mentoring from experienced casino leaders
Key responsibilities of the role
- Carry out customer interactions based on identified triggers and behaviours
- Proactively engage with customers to support their journey within the casino
- Review and analyse customer information prior to interactions
- Accurately record all interactions and outcomes within company systems
- Support compliance with AML, LCCP, and Safer Gambling requirements
- Identify risks and elevate concerns appropriately
- Build strong, professional relationships with customers
- Work closely with management to support operational and compliance objectives
- Maintain a consistent, high-quality approach to customer engagement
- Contribute to improving processes and interaction quality over time
About you
- Has strong customer interaction and communication skills
- Is confident dealing with challenging or sensitive conversations
- Works well under pressure and can make decisions independently
- Is organised, analytical, and detail-oriented
- Is comfortable using systems, Excel, and digital tools
- Is a self-starter but also works well as part of a team
- Is flexible with working hours (including evenings and weekends)
- Is solution-focused and takes ownership of their work
Desirable (but not essential)
- Experience working in a regulated environment
- Background in gaming, banking, or financial services
- Understanding of AML / Safer Gambling / LCCP
- Experience handling complaints or complex customer situations
Working pattern
This role will primarily involve evening and weekend work, with flexibility required to meet business and customer needs.
MERKUR Casino Leeds - Customer Journey Supervisor employer: Merkur Casino Entertainment UK Limited
Merkur Slots Milton Keynes is an exceptional employer, offering a vibrant work culture where team members are valued and encouraged to grow. With a focus on employee development and a commitment to health and safety, you will thrive in a dynamic casino environment that prioritises responsible gambling and customer satisfaction, making it a rewarding place to build your career.
Contact Details:
Merkur Casino Entertainment UK Limited Recruitment Team
