Customer Relations Executive

About Us

Metropolitan Gaming is about more than the games or the buzz of the venue.

It’s about energy. Atmosphere. Service that’ssharp andin syncwith the moment.

Driven by people,we’rea diverse, close-knit team who back each other, celebratewinsand create great experiences together.

Ifyou’reupbeat,curious and ready to get involved,you’llfeel at home here. Personality matters. Every shift is a chance to make your mark.

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

• 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 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.
• 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, ensuring all activities are delivered accurately, efficiently, and within required time frames.
• Support the growth, retention, and reactivation of customers within the Met Card Loyalty programme through targeted relationship management and guest engagement strategies.
• Capture and maintain customer preferences, insights, and behavioural trends to help tailor marketing communications, promotions, and service offerings to individual guest needs.
• Assist in the planning, coordination, and delivery of casino events, promotions, and VIP experiences that enhance customer engagement and strengthen player loyalty.
• Participate in customer feedback follow-up, ensuring guests feel valued while identifying opportunities to continuously improve the customer experience.
• Facilitate the delivery of customer benefits, rewards, and reinvestment activity in line with company policies, procedures, and compliance requirements.
• Proactively identify and resolve service issues, taking ownership of guest concerns to recover service standards and reinforce long-term customer loyalty.

• Generate new business opportunities and increase casino visitation by representing the business at external events, networking opportunities, and Provincial Club engagements.
• 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.

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…