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 UK
MERKUR Casino UK is an exceptional employer, offering a vibrant work culture where passion for customer service thrives. With flexible scheduling and competitive pay, employees enjoy a supportive environment that prioritises career growth through comprehensive training. Located in Sutton-in-Ashfield, this role provides a unique opportunity to be part of a market-leading team dedicated to excellence in gaming and hospitality.
StudySmarter Expert Advice🤫
We think this is how you could land MERKUR Casino Leeds - Customer Journey Supervisor
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at MERKUR Casino UK. 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 MERKUR Casino UK 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 MERKUR Casino Leeds - Customer Journey Supervisor
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 MERKUR Casino UK:Your cover letter is your chance to shine! Tell us why you want to work at MERKUR Casino UK 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 MERKUR Casino UK!
How to prepare for a job interview at MERKUR Casino UK
✨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.
