At a Glance
- Tasks: Be the face of our casino, delivering exceptional customer experiences and support.
- Company: Join Metropolitan Gaming, where we create unforgettable gaming experiences.
- Benefits: Enjoy competitive pay, discounts, perks, and a supportive work environment.
- Other info: Flexible shifts in a dynamic atmosphere with opportunities for personal growth.
- Why this job: Grow your career while making a real impact in a vibrant team.
- Qualifications: Must be 18+, with a positive attitude and great communication skills.
The predicted salary is between 20000 - 25000 £ per year.
Customer Relations Executive - Glasgow
Who We Are
At Metropolitan Gaming, we don't just offer jobs—we create experiences.
Whether it's the electric buzz of our city casinos or the slick precision of our online platform, we're the heartbeat of high-end gaming.
From the iconic Empire Casino in Leicester Square to the luxury of Metropolitan Mayfair, our ten venues across the UK and Egypt are made for those who live life full throttle.
About Us
Metropolitan Gaming is about more than the games or the buzz of the venue. It's about energy. Atmosphere. Service that's sharp and in sync with the moment.
Driven by people, we're a diverse, close-knit team who back each other, celebrate wins and create great experiences together.
If you're upbeat, curious and ready to get involved, you'll feel at home here.
Personality matters.
Every shift is a chance to make your mark.
Why Join Us
A place to grow, not just a job. You'll be recognised for great work and given opportunities to build your skills and grow your career
Alongside competitive pay, you can also
- Discounts and perks across travel, retail, hospitality and wellbeing
- Company pension scheme and life insurance cover
- Discount on Food and non-alcoholic beverages across all venues
- Season ticket loan and cycle to work scheme
- Refer a friend bonus reward
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 (Customer knowledge etc) 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 (Provincial Clubs)
- 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 exceeds 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.
- Service Behaviours
Our Customer Relations Executives are expected to always demonstrate our key 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 - Glasgow employer: Metropolitan Gaming
Metropolitan Gaming is an exceptional employer that fosters a vibrant and inclusive work culture, where every team member is valued and encouraged to grow. With competitive pay and a range of benefits including discounts across various sectors, a company pension scheme, and opportunities for professional development, employees can thrive both personally and professionally in the dynamic environment of Tottenham Court Road, London. Join us to be part of a close-knit team that celebrates achievements and creates memorable experiences together.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Relations Executive - Glasgow
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Metropolitan Gaming. 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 Metropolitan Gaming 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 Customer Relations Executive - Glasgow
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 Metropolitan Gaming:Your cover letter is your chance to shine! Tell us why you want to work at Metropolitan Gaming 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 Metropolitan Gaming!
How to prepare for a job interview at Metropolitan Gaming
✨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.
