Customer Relations Executive

at  Metropolitan Gaming

Metropolitan Gaming Group is the multi-channel gaming and leisure brand for people who live city life to the full. The home of Metropolitan Gaming Online and Metropolitan Casinos, we’re dedicated to providing exceptional experience and service for our guest’s whichever platform or venue they visit.
Our eleven city destinations across the UK and Egypt include the iconic Empire Casino in Leicester Square, and London’s newest luxury casino Metropolitan Mayfair. We’re a ‘Why Not?’ brand that likes to challenge the status quo and we’re passionate about: looking good, feeling great; keeping our finger on the pulse; doing things with a twist; and being safe hands for our customers and people.
JOB TITLE: Customer Relations Executive

CUSTOMER RELATIONS DUTIES

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.