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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