Customer Journey Supervisor: Casino Experience & Compliance

MERKUR Casino UK; Leeds; Hybrid; GBP 19,000 - 23,000; Full time

Benefits offered by this job

TRONC participation

Structured training

Clear progression pathway

Mentoring from leaders

Job summary

MERKUR Casino UK is seeking Customer Journey Supervisors to join our Leeds Casino on a 40-hour week. The role focuses on enhancing customer relationships, ensuring safer gambling, and delivering high-quality interactions on the gaming floor.

Training and mentoring support career development within the management team. The role involves reviewing customer activity, maintaining compliance standards, and delivering consistent customer care, with emphasis on meaningful, well-planned interactions and

Qualifications

• Strong customer interaction and communication skills.
• Confident dealing with challenging conversations.
• Organised, analytical, and detail-oriented.
• Comfortable using systems, Excel, and digital tools.

Responsibilities

• 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.

Job description

MERKUR Casino UK is seeking Customer Journey Supervisors to join our Leeds Casino on a 40-hour week. The role focuses on enhancing customer relationships, ensuring safer gambling, and delivering high-quality interactions on the gaming floor.

Training and mentoring support career development within the management team. The role involves reviewing customer activity, maintaining compliance standards, and delivering consistent customer care, with emphasis on meaningful, well-planned interactions and