At a Glance
- Tasks: Deliver exceptional customer service and build strong relationships with guests at our premium casino.
- Company: Join a leading casino brand known for its vibrant atmosphere and commitment to customer satisfaction.
- Benefits: Enjoy 50% off food and drinks, extensive rewards, and health services.
- Other info: Dynamic role with opportunities for personal growth and networking in a fun environment.
- Why this job: Be the face of our casino, creating memorable experiences and driving guest loyalty.
- Qualifications: Must be 18+, flexible with shifts, and passionate about customer service.
The predicted salary is between 30000 - 40000 £ per year.
Benefits:
- 50% off food and beverages in all UK venues
- Extensive Rewards platform: discounts on travel, retail, hospitality, health and much more
- Company Sick Pay
- Company Pension
- Life Assurance
- Refer a friend incentive
- Employee health and wellbeing services
- Virtual GP Services
- Season Ticket Loans
- Employee assistance program: A confidential helpline providing 24/7 advice and counselling
- Cycle to work scheme
What We Are Looking For:
- Act as a professional ambassador for the casino, delivering exceptional customer service and building strong relationships with guests to drive loyalty and repeat visitation.
- Serve as a key point of contact for customers, providing support, resolving queries, and promoting engagement with the Met Card rewards programme.
- Complete daily, weekly, monthly, and ad hoc operational tasks assigned through XCM by the Support Centre, ensuring all activities are delivered accurately, efficiently, and within required timeframes.
- Support the growth, retention, and reactivation of customers within the Met Card Loyalty programme through targeted relationship management and guest engagement strategies.
- Capture and maintain customer preferences, insights, and behavioural trends to help tailor marketing communications, promotions, and service offerings to individual guest needs.
- Assist in the planning, coordination, and delivery of casino events, promotions, and VIP experiences that enhance customer engagement and strengthen player loyalty.
- Participate in customer feedback follow-up, ensuring guests feel valued while identifying opportunities to continuously improve the customer experience.
- Facilitate the delivery of customer benefits, rewards, and reinvestment activity in line with company policies, procedures, and compliance requirements.
- Proactively identify and resolve service issues, taking ownership of guest concerns to recover service standards and reinforce long-term customer loyalty.
- Generate new business opportunities and increase casino visitation by representing the business at external events, networking opportunities, and Provincial Club engagements.
- 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:
- 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 arranging complimentary transportation, accommodation arrangements and any agreed hospitality.
- Tasked with communicating HVC initiatives and facilitating attendance.
- Fully 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:
- Hindi speaking
Service Behaviours:
- On It: Demonstrates responsiveness and initiative by anticipating guest and operational needs, ensuring prompt and effective service delivery.
- Upbeat and Positive Attitude: Maintains a professional, enthusiastic, and solution-oriented demeanour that fosters a welcoming and energetic environment.
- Be Nice: Treats guests, team members, and stakeholders with courtesy, respect, and professionalism in all interactions.
- Open and Close: Engages openly and warmly at the start of every interaction and ensures each conversation or service exchange concludes with clarity, courtesy, and appreciation.
Please Note: You must be aged 18 or above and have the right to work in the UK. This position requires working nights, evenings, weekends and shifts that coincide with a 24/7 trading week so individuals should be flexible in their scheduling. Customer Relations Executives will spend a large portion of their shift on their feet working directly with the public.
Customer Relations Executive - Premium London employer: Metropolitan Gaming
As a Customer Relations Executive in our Premium London venue, you will thrive in a vibrant work culture that prioritises exceptional customer service and employee wellbeing. With benefits like 50% off food and beverages, extensive rewards, and opportunities for personal growth, we foster an environment where your contributions are valued and recognised. Join us to be part of a dynamic team dedicated to creating memorable experiences for our guests while enjoying a supportive workplace that champions your professional development.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Relations Executive - Premium London
✨Tip Number 1
Get to know the company inside out! Research their values, culture, and what makes them tick. This way, when you chat with them, you can show off your knowledge and passion for the role.
✨Tip Number 2
Network like a pro! Attend industry events or connect with current employees on LinkedIn. Building relationships can give you the inside scoop on job openings and help you stand out from the crowd.
✨Tip Number 3
Practice your pitch! Be ready to explain why you're the perfect fit for the Customer Relations Executive role. Highlight your customer service skills and how you can drive loyalty and engagement.
✨Tip Number 4
Apply through our website! It’s the best way to ensure your application gets noticed. Plus, it shows you’re genuinely interested in joining our team and being part of the action.
We think you need these skills to ace Customer Relations Executive - Premium London
Some tips for your application 🫡
Show Your Customer Service Skills:Make sure to highlight your experience in delivering exceptional customer service. We want to see how you've built strong relationships with guests and resolved their queries in the past.
Tailor Your Application:Take a moment to customise your application for this role. Mention specific experiences that align with the responsibilities of a Customer Relations Executive, especially around loyalty programmes and guest engagement.
Be Professional Yet Personable:We’re looking for someone who can be both professional and friendly. Use a tone in your application that reflects your upbeat attitude and willingness to go the extra mile for customers.
Apply Through Our Website:Don’t forget to submit your application through our website! It’s the best way for us to receive your details and get you into the process smoothly.
How to prepare for a job interview at Metropolitan Gaming
✨Know the Company Inside Out
Before your interview, make sure you research the casino and its customer relations approach. Understand their values, especially around customer service and loyalty programmes like the Met Card. This will help you demonstrate your enthusiasm and fit for the role.
✨Showcase Your Customer Service Skills
Prepare examples from your past experiences where you've gone above and beyond for customers. Highlight situations where you resolved issues or built strong relationships, as this is key to being a successful Customer Relations Executive.
✨Be Ready to Discuss Compliance and Safety
Familiarise yourself with the Gambling Act 2005 and the importance of Safer Gambling Policies. Be prepared to discuss how you would handle sensitive situations and ensure customer safety, as this is crucial in the role.
✨Demonstrate Your Team Spirit
This role requires collaboration with various teams. Share examples of how you've worked effectively with others in the past, especially in high-pressure environments. Show that you're not just a lone wolf but a team player who can contribute to a positive workplace culture.
