Customer Service Gaming Supervisor

Casino and; Newcastle upon Tyne; On-site; GBP 30,000 - 40,000; Full time

Job summary

A global casino-entertainment company in Newcastle upon Tyne is seeking a Gaming Supervisor to oversee the live gaming floor and ensure an exceptional customer experience. The ideal candidate will have experience in team leadership, strong interpersonal skills, and knowledge of gaming regulations. This full-time role requires a valid Personal Functional Licence and offers a dynamic work environment with opportunities for development.

Qualifications

• Experience leading and developing teams.
• Live gaming table experience with knowledge of at least 3 games.

Responsibilities

• Oversee the operation of assigned gaming areas.
• Ensure a positive gaming experience for guests.
• Support professional development of Croupiers.

Skills

Team leadership

Customer service

Interpersonal communication

Knowledge of gaming laws

Conflict resolution

Education

Personal Functional Licence

Job description

Who we are

Ballys 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 Ballys 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

Ballys 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 Ballys 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.

We operate 24 hours a day, 7 days a week to provide an exceptional gaming experience for our valued guests. This means that 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 acting as a second‑level point of contact for customers.
• Taking ownership of customer queries and disputes and offering 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 game integrity is maintained and supervising player rating to ensure data is collected accurately.
• Demonstrating legislative compliance adherence and knowledge of 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 with 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 knowledge 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 Ballys we are driven by a set of core values that we call our DNA. We strive to embody our DNA and keep them at the heart of everything we do!

We are Always Ready to embrace change, adapt and do what it takes to delight our customers. We believe that You Make the Difference, which gives our players the best experience and keeps them coming back. We are All One Team, looking out for each other, respecting diversity while connecting through a common purpose. Our teams are Learning Every Day by showing constant curiosity and the drive to learn from successes, mistakes, new experiences and the people around us. At Ballys we Love to Lead by thinking differently, seeking innovation and always looking for ways to raise our game.

Equal Opportunities

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

Required Experience

Manager

Key Skills

Business, Patient Care, Compliance, Facility, Emergency, Accounting, HVAC, Daily Operations, Direct Supervision, Professional Development, Service Management, Service Operations, Service Quality, Payroll, Service Technician

Employment Type

Full‑Time

Experience

Years

Vacancy

1