Metropolitan Gaming
Customer Relations Executive
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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 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 (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.
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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.
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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.
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