At a Glance
- Tasks: Deliver exceptional customer service and build strong relationships with guests at our vibrant casinos.
- Company: Join Metropolitan Gaming, the heartbeat of high-end gaming in the UK and Egypt.
- Benefits: Enjoy 50% off food, extensive rewards, company pension, and health services.
- Other info: Flexible shifts in a dynamic environment with opportunities for growth.
- Why this job: Be the face of our brand and create unforgettable experiences for our guests.
- Qualifications: Must be 18+, have a positive attitude, and excellent communication skills.
The predicted salary is between 30000 - 40000 £ per year.
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.
Benefits
We value our employees and offer a benefits package to ensure your job is both fulfilling and rewarding. We offer the opportunity to learn and grow within the company, regular training and development, and to be part of an exciting high-performance team. On top of our competitive salary, here are some of the benefits we offer:
- 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
- Financial advice services
- 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
The Customer Relations Executive are the face of the business and are responsible for providing all customers with a positive experience by delivering on the following:
- 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:
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.
Desirable
Hindi speaking
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 - Premium London employer: Metropolitan Gaming
At Metropolitan Gaming, we pride ourselves on being more than just an employer; we create vibrant experiences in the heart of London's high-end gaming scene. Our commitment to employee growth is reflected in our extensive training programmes and a supportive work culture that values teamwork and innovation. With competitive benefits, including generous discounts and wellness services, we ensure our Customer Relations Executives thrive in a dynamic environment where every day brings new opportunities to engage with our esteemed clientele.
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 Metropolitan Gaming, their venues, and what makes them tick. This way, when you walk into that interview, you can show off your knowledge and passion for the brand.
✨Tip Number 2
Network like a pro! Attend events or meet-ups related to the gaming industry. You never know who you might bump into—maybe even someone from Metropolitan Gaming. Plus, it’s a great way to get your name out there!
✨Tip Number 3
Practice your customer service skills! As a Customer Relations Executive, you'll need to shine in delivering exceptional service. Role-play with friends or family to nail those tricky scenarios and show how you’d handle them.
✨Tip Number 4
Apply through our website! It’s the best way to ensure your application gets seen. Plus, you can tailor your application to highlight how you embody the upbeat and positive attitude we’re looking for in our team.
We think you need these skills to ace Customer Relations Executive - Premium London
Some tips for your application 🫡
Show Your Personality:When you're writing your application, let your personality shine through! We want to see the real you, so don’t be afraid to inject a bit of your own style and enthusiasm into your words. Remember, we’re all about creating experiences, so show us how you can contribute to that vibe!
Tailor Your Application:Make sure to tailor your application to the Customer Relations Executive role. Highlight your customer service experience and any relevant skills that align with our values. We love seeing how you can connect with our guests and enhance their experience, so be specific about your past achievements!
Be Clear and Concise:Keep your application clear and to the point. We appreciate well-structured applications that are easy to read. Use bullet points if necessary to highlight key information, and make sure to proofread for any typos or errors. A polished application shows us you care!
Apply Through Our Website:Don’t forget to apply through our website! It’s the best way to ensure your application gets to us directly. Plus, you’ll find all the details you need about the role and our company culture there. We can’t wait to hear from you!
How to prepare for a job interview at Metropolitan Gaming
✨Know the Company Inside Out
Before your interview, make sure you research Metropolitan Gaming thoroughly. Understand their values, the venues they operate, and what sets them apart in the gaming industry. This knowledge will help you demonstrate your genuine interest and align your answers with their mission.
✨Showcase Your Customer Service Skills
As a Customer Relations Executive, exceptional customer service is key. Prepare examples from your past experiences where you went above and beyond for a customer. Highlight how you resolved issues and built relationships, as this will resonate well with the interviewers.
✨Demonstrate Your Problem-Solving Abilities
Be ready to discuss scenarios where you've had to think on your feet. Metropolitan Gaming values proactive problem solvers, so share specific instances where you identified a problem, took ownership, and implemented a solution that improved the customer experience.
✨Embrace the Company Culture
Metropolitan Gaming thrives on a vibrant and energetic atmosphere. During your interview, let your upbeat personality shine through. Show that you can maintain a positive attitude even in challenging situations, and express your enthusiasm for being part of a high-performance team.
