Customer Service Gaming Supervisor

Bally's Newcastle LTD; Newcastle upon Tyne; On-site; GBP 26,000 - 38,000; Full time

Job summary

Bally’s Corporation is seeking a Gaming Supervisor to oversee live gaming floors across casino sites. You will lead croupier teams, ensure service standards, and manage customer queries with swift resolutions.

This role requires experience in live gaming, knowledge of Gambling Act 2005, and the ability to operate in a 24/7 environment, including evenings and weekends. A Personal Functional Licence is essential.

Qualifications

• Possess a valid Personal Functional Licence.
• Experience leading & developing a team and working with management (desirable).
• Experience with player profiling programmes (such as NEON CMS).
• Live gaming table experience with knowledge of at least 3 live table games (3CP, AR & BJ).
• Strong understanding of the Gambling Act 2005 and Licence Conditions & Codes of Practice.

Responsibilities

• Foster a professional and ethical working culture across a diverse workforce.
• Ensure guests enjoy a positive gaming experience by meeting service standards.
• Provide support for Croupiers and act as second level contact for customers.
• Own customer queries and disputes and offer quick resolutions.
• Oversee operation of assigned gaming areas including game integrity, decisions and audits.
• Support the development of Croupiers through training and tools.
• Supervise dealing standards, Croupier performance and data accuracy.
• Demonstrate compliance with Licence Conditions, GAMING Procedures, Responsible Gambling, AML and related policies.

Skills

Team leadership

Communication skills

Organized & efficient

Conflict resolution

Tools

NEON CMS

Job description

Who we are

Bally's Corporation is a global casino-entertainment company with a growing omni-channel presence. It currently owns and manages 15 casinos across 10 states, a golf course in New York, a horse racetrack in Colorado, and has access to OSB licenses in 18 states.

The recent acquisition of Aspers Casino in Newcastle, Uk, further expands its international footprint and enhances its diverse entertainment offerings. It also owns Bally’s Interactive International, formerly Gamesys Group, a leading, global, interactive gaming operator, Bally Bet, a first in-class sports betting platform, and Bally Casino, a growing iCasino platform.

Well, what about the team?

Bally’s Gaming Supervisors play a crucial role in servicing the live gaming floor at the casino sites. They are empowered to oversee the operation and ensure an exceptional customer experience for all guests. Our supervisors lead by example, embodying Bally's core service values and instilling them in the Croupier teams they manage.

As a Gaming Supervisor, you will be an effective communicator and decisive leader. Your commercial acumen and focus on achieving key performance objectives will drive the success of the gaming operations. Your ability to make sound decisions and communicate effectively with both customers and your team will be essential and your leadership, expertise, and commitment will inspire your team and contribute to the overall success of the casino. You will have the opportunity to make a significant impact on the customer experience and the performance of the gaming department and ensure that every guest who steps onto the gaming floor receives an exceptional experience that keeps them coming back.

Please note, we operate 24 hours a day, 7 days a week to provide an exceptional gaming experience for our valued guests. This means that as a member of our team, you may be required to work unsociable hours, including evenings and weekends.

So, what will you be doing?

• Fostering a professional and ethical working culture across a diverse workforce and customer base.
• Ensuring that guests enjoy a positive gaming experience through meeting service standards.
• Providing support for Croupiers and act as a second level point of contact for customers.
• Taking ownership of customer queries and disputes and being able to offer quick resolutions in accordance with Company procedures.
• Assuming full responsibility for the operation of assigned gaming areas , including game integrity, gaming decisions and audits.
• Supporting the professional development of Croupiers through the awareness and facilitation of various tools.
• Supervising dealing standards and Croupier performance to ensure that game integrity is maintained , and supervising player rating to ensure data is collected accurately.
• Demonstrating legislative compliance, adherence and knowledge to: Licence Conditions & Codes of Practice , Gaming Procedures , Responsible Gambling , Anti-Money Laundering and Associated Policies , Anti-Money Lending , Data Protection and Health & Safety.

And what are we looking for?

• Possess a valid Personal Functional Licence .
• Have experience leading & developing a team and working with management (desirable).
• Have experience of player profiling programmes (such as NEON CMS) .
• Have live gaming table experience , and thorough knowledge of a minimum of 3 live table-gaming games (3CP, AR & BJ) experience in more games preferable .
• Have a robust understanding of the Gambling Act 2005 and k nowledge of Licence Conditions and Codes of Practice.
• Possess exceptional interpersonal and communication skills with the ability to proactively manage individuals and situations.
• Possess an organised and efficient approach to work with the ability to work without direct supervision in a fast paced, high-volume environment.

DNA / Values

At Bally’s, we are driven by a set of core values that we like to call our DNA. We strive to embody our DNA and keep them at the heart of everything we do! We areAlways Readyto embrace change, adapt, and do what it takes to delight our customers. We believe thatYou Make the Difference, which is what gives our players the best experience and keeps them coming back. We areAll One Team, looking out for each other, respecting diversity while connecting through a common purpose. Our teams areLearning Every Dayby showing constant curiosity and the drive to learn from successes, mistakes, new experiences, and the people around us. At Bally’s weLove to Leadby thinking differently, seeking innovation, and always looking for ways to raise our game.

Equal Opportunities

At Bally’s, we are committed to promoting equal opportunities in employment and working conditions.

Diversity, Equity and Inclusion are important to us, and we encourage a culture where everyone can be themselves at work. We believe passionately that employing a diverse workforce is central to our success, this is our superpower.

We do not discriminate against employees or job applicants on the basis of race, colour, nationality, ethnic or national origin, age, sex or sexual orientation, gender reassignment, religion or belief, marital or civil partner status, pregnancy or maternity, political opinion or disability.

Internal Applicants

Please be aware to be considered for this position you must have at least 6 months experience in your current role with us and not have any live conduct, capability or absence warnings.