MERKUR Casino Customer Journey Supervisor

Location:

Leeds Casino

Hours Per Week: 40

Pay Rate: £14.60 per hour

We are looking for Customer Journey Supervisors to join our team at our Leeds Casino. This is a brand-new opportunity to be part of an evolving function within the business, focused on enhancing customer relationships, supporting safer gambling, and driving high-quality customer interactions. You will be supported through structured training and mentoring, developing specialist skills in customer engagement, compliance processes, and analytical decision-making.

In this role, you will work as part of the wider management team, however your primary focus will be on managing customer interactions, reviewing customer activity, and ensuring high standards of compliance and customer care. You will play a key role in supporting both the customer experience and the protection of the business, ensuring interactions are meaningful, well-planned, and outcome focused.

This is a highly visible role within the casino, working directly on the gaming floor and engaging with customers on a regular basis.

• Pay Rate £14.60 per hour
• TRONC participation
• Structured training and development
• Clear progression pathway into management
• Ongoing mentoring from experienced casino leaders

• Carry out customer interactions based on identified triggers and behaviours
• Proactively engage with customers to support their journey within the casino
• Review and analyse customer information prior to interactions
• Accurately record all interactions and outcomes within company systems
• Support compliance with AML, LCCP, and Safer Gambling requirements
• Identify risks and elevate concerns appropriately
• Build strong, professional relationships with customers
• Work closely with management to support operational and compliance objectives
• Maintain a consistent, high-quality approach to customer engagement
• Contribute to improving processes and interaction quality over time

• Has strong customer interaction and communication skills
• Is confident dealing with challenging or sensitive conversations
• Works well under pressure and can make decisions independently
• Is organised, analytical, and detail-oriented
• Is comfortable using systems, Excel, and digital tools
• Is a self-starter but also works well as part of a team
• Is flexible with working hours (including evenings and weekends)
• Is solution-focused and takes ownership of their work

• Experience working in a regulated environment
• Background in gaming, banking, or financial services
• Understanding of AML / Safer Gambling / LCCP
• Experience handling complaints or complex customer situations

This role will primarily involve evening and weekend work, with flexibility required to meet business and customer needs.

MERKUR Slots UK Ltd is part of the MERKUR Group, one of Europe’s leading gaming and entertainment companies.

Find out more here:

MERKUR Casino does not, under any circumstances, make hiring or employment decisions on the basis of any prohibited ground; including but not limited to age, disability, gender reassignment, marriage and civil partnership, pregnancy or maternity, race, religion or belief, sex, sexual orientation or any other basis protected by law or prohibited by Company policy. MERKUR Casino is committed to a safe and welcoming work environment where harassment of any kind will not be tolerated.

MKCAS MERKUR Casino UK operates a number of venues throughout the UK with over 220 Adult Gaming Centres under the MERKUR Slots brand and a Merkur Casino, based in Aberdeen. MERKUR Slots showcases the latest digital “slot gaming” products in convenient high street locations, providing a modern casino feel, whilst Merkur Casino in Aberdeen provides the traditional casino experience. Our focus is on providing our customers excellent customer service, in a safe and modern environment, with teams that work together to deliver an exceptional customer experience.

Find out more about us and our brand by visiting our website