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Customer Relations Executive - Premium London

United Kingdom, London Employment contract · Job Posted May 27, 2026
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Job Description

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...

Job Responsibility

  • 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
  • Support the growth, retention, and reactivation of customers within the Met Card Loyalty programme
  • Capture and maintain customer preferences, insights, and behavioural trends
  • Assist in the planning, coordination, and delivery of casino events, promotions, and VIP experiences
  • Participate in customer feedback follow-up
  • Facilitate the delivery of customer benefits, rewards, and reinvestment activity
  • Proactively identify and resolve service issues
  • Generate new business opportunities and increase casino visitation by representing the business at external events
  • Undertake and successfully complete regular Safer Gambling and AML training
  • Support Casino Management in the delivery of Safer Gambling Policies and Procedures
  • Protection of the licensing objectives under the Gambling Act 2005
  • Responsible for conducting customer contact/interaction in a professional and transparent manner
  • Responsible for delivering personalised offers and benefits in line with the HVC Scheme
  • Anticipate, respond to and consistently meet or exceeds the needs of guests
  • Tasked with communicating HVC initiatives and facilitating attendance
  • Wholly understand and abide by the Gambling Commission’s HVC Industry Guidance
  • Fully comply with all applicable licence conditions and codes of practice
  • Support Casino Management in the delivery of Safer Gambling Policies and Procedures
  • Work collaboratively with other teams

Requirements

  • Aged 18 or above
  • right to work in the UK
  • flexible scheduling
  • ability to work nights, evenings, weekends and shifts that coincide with a 24/7 trading week
  • spend a large portion of shift on feet working directly with the public
  • Hindi speaking (desirable)

Nice to have

Hindi speaking

What 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

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