At a Glance
- Tasks: Be the face of our casino, delivering top-notch customer service and support.
- Company: Join Metropolitan Gaming, the heartbeat of high-end gaming in the UK and Egypt.
- Benefits: Enjoy 50% off food, extensive rewards, and health services.
- Other info: Dynamic role with opportunities for growth and development in the gaming industry.
- Why this job: Make a real impact by enhancing customer experiences in a vibrant environment.
- Qualifications: Must be 18+, with a passion for customer service and flexibility in scheduling.
The predicted salary is between 32077 - 32077 € per year.
About Metropolitan Gaming
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
- 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 programme: A confidential helpline providing 24/7 advice and counselling
- Cycle to work scheme
The Role
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 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.
- 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, 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
- 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.
Job Details
£32,077 per year Permanent - Full-time Venue: Alea Glasgow Site Address: Springfield Quay, Paisley Road, Glasgow, G5 8NP Posted 3 days ago Closing date: 09/06/2026 Job reference: LM1572042GlaCRE
Customer Relations Executive employer: Park Lane Club London
At Metropolitan Gaming, we pride ourselves on being more than just an employer; we create vibrant experiences in the heart of high-end gaming. Our Glasgow venue offers a dynamic work environment with extensive benefits, including generous discounts, health and wellbeing services, and opportunities for personal growth within a supportive team culture. Join us to be part of a passionate community that values customer engagement and fosters a positive atmosphere for both employees and guests alike.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Relations Executive
✨Tip Number 1
Get to know the company inside out! Research Metropolitan Gaming, their venues, and their customer service approach. This will help you tailor your conversations and show that you're genuinely interested in being part of their team.
✨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 pitch! Be ready to explain why you’d be a fantastic fit for the Customer Relations Executive role. Highlight your customer service skills and how you can contribute to creating those unforgettable experiences they’re known for.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets noticed. Plus, it shows you’re serious about joining the team at Metropolitan Gaming.
We think you need these skills to ace Customer Relations Executive
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 specifically for the Customer Relations Executive role. Highlight your relevant experience and skills that align with the job description. We love seeing how you can connect your background to what we do at Metropolitan Gaming!
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 make your key achievements stand out. Remember, clarity is key in customer relations!
Apply Through Our Website:Don’t forget to apply through our website! It’s the best way for us to receive your application and ensures you’re considered for the role. Plus, it gives you a chance to explore more about who we are and what we do!
How to prepare for a job interview at Park Lane Club London
✨Know the Company Inside Out
Before your interview, make sure you research Metropolitan Gaming thoroughly. Understand their values, the atmosphere of their venues, and what makes them unique in the gaming industry. This knowledge will help you answer questions confidently and show that you're genuinely interested in being part of their team.
✨Showcase Your Customer Service Skills
As a Customer Relations Executive, your ability to provide excellent service is key. Prepare examples from your past experiences where you've gone above and beyond for customers. Highlight how you’ve handled difficult situations and turned them into positive outcomes, as this will demonstrate your problem-solving skills and commitment to customer satisfaction.
✨Be Ready to Discuss Promotions and Events
Since the role involves supporting marketing efforts and engaging with customers about events, think of ideas or suggestions you could bring to the table. Show your enthusiasm for creating memorable experiences and how you can contribute to driving attendance at casino events. This proactive approach will impress your interviewers.
✨Emphasise Teamwork and Collaboration
The job requires working closely with various teams, so be prepared to discuss your experience in collaborative environments. Share specific instances where you’ve worked with others to achieve a common goal, especially in customer-focused roles. This will highlight your ability to work well within a team and support the overall mission of the casino.
