At a Glance
- Tasks: Supervise customer interactions and enhance their experience at MERKUR Casino.
- Company: Join MERKUR Casino, a leading gaming and entertainment company in Europe.
- Benefits: Earn £14.60 per hour with structured training and clear career progression.
- Other info: Flexible hours, including evenings and weekends, with ongoing mentoring from casino leaders.
- Why this job: Be part of an exciting team focused on customer engagement and compliance.
- Qualifications: Strong communication skills and experience in customer service or hospitality.
The predicted salary is between 14.6 - 14.6 £ per hour.
We are on the lookout for experienced Customer Journey Supervisors to join our team at Leeds Casino! If you’re an experienced supervisor within the hospitality/gambling sector looking to take the next step, then we have opportunities for you!
Location: Leeds Casino
Hours Per Week: 40
Pay Rate: £14.60 per hour
At MERKUR Casino we are passionate about our customers, we just love giving them a warm welcome. Giving customers a great experience comes with ensuring we give them the best service that keeps them coming back to us time after time.
We have exciting plans for future growth so joining us could see your career reach new heights! We value our talented employees and always aim to support internal progression wherever possible. If you believe this opportunity is right for you, we encourage you to apply. Our people make all the difference in our success.
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.
About the role:
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 escalate 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:
We are looking for someone who:
- 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.
Want to know more? Apply today and our recruitment team will be in touch.
MERKUR Casino Leeds - Customer Journey Supervisor employer: Merkur Casino
At MERKUR Slots, we pride ourselves on being a market leader in the gaming and entertainment industry, offering our team members exceptional training and support to ensure they thrive in their roles. Located in Loughborough, we foster a vibrant work culture that values customer service and teamwork, while providing excellent career progression opportunities and a range of benefits including a quarterly bonus scheme and discounts with high street retailers. Join us to be part of a welcoming environment where your contributions are valued and rewarded.
StudySmarter Expert Advice🤫
We think this is how you could land MERKUR Casino Leeds - Customer Journey Supervisor
✨Get a Taste of the Scene
Try visiting local eateries and asking if they have any full-time positions available. Many hospitality jobs aren’t advertised online, so popping in for a chat can give you an edge and show your enthusiasm!
✨Network at Food Festivals
Food festivals and culinary events are buzzing with industry connections. Attend these to meet restaurateurs and other food service pros; you never know who might be looking for their next star employee!
✨Show Off Your Skills
Create a short video showcasing your cooking or customer service flair. Post it on social media or even send it directly to places you want to work at, like Merkur Casino. It’s a fun way to stand out and demonstrate what you bring to the table!
✨Reach Out Directly to Merkur Casino
Don't be shy about reaching out to Merkur Casino directly through their website. Express your interest in available roles and attach your CV, showing your genuine eagerness to be part of their team. Personal touches can go a long way!
We think you need these skills to ace MERKUR Casino Leeds - Customer Journey Supervisor
Some tips for your application 🫡
Show Off Your Service Experience:In the hospitality-food-service world, your experience is key! Make sure to highlight any previous roles you've had in restaurants, cafes, or catering. We want to see your customer service skills shine, so include specific examples where you went above and beyond for clients.
Certificates Matter:If you’ve got any relevant certifications, like food safety or bartender training, flaunt them! They can really set you apart from the crowd and show us your dedication to the industry. Just make sure to mention them clearly in your CV or cover letter!
Craft a Genuine Cover Letter:Take the time to write a personal cover letter that reflects your passion for hospitality. Share why you’re excited about Merkur Casino and how your skills can contribute to our team's success. We're after that genuine connection!
Highlight Your Team Spirit:In full-time roles, teamwork is everything! Emphasise your ability to work collaboratively in busy environments. Mention any experiences where you’ve effectively collaborated with colleagues or managed conflicts — it's just as important as your technical skills!
How to prepare for a job interview at Merkur Casino
✨Show Your People Skills
In hospitality, customer service is everything! Be ready to showcase examples of how you've engaged with customers positively. Maybe you turned a tough situation around or went that extra mile for a guest—let’s hear those stories!
✨Know Your Menu Inside Out
Expect some technical questions about food and drink, especially if you're applying for a kitchen or service role. Brush up on the menu items, including ingredients and any potential allergens. If you’ve got any favourite dishes or cocktails, have a little something prepared to discuss, too!
✨Demonstrate Your Team Spirit
Hospitality thrives on teamwork, so think of examples where you've worked well with others in a fast-paced environment. Be prepared to discuss what makes a great team member and how you contribute to a positive working vibe. They’re looking for that 'good fit!'
✨Get Ready for a Practical Test
In full-time food service roles, don’t be surprised if they want to see your skills in action. Whether it's serving a table or prepping a dish, be mentally prepared for a practical test during the interview. Practice makes perfect—a little dry run with friends could give you the edge!
