Customer Relations Executive – Premium London

Who We Are At Metropolitan Gaming, we don’t just offer jobs—we create experiences. Whether it’s the electric buzz of our city casinos or the slick precision of our online platform, we’re the heartbeat of high-end gaming. From the iconic Empire Casino in Leicester Square to the luxury of Metropolitan Mayfair, our ten venues across the UK and Egypt are made for those who live life full throttle. Benefits We value our employees and offer a benefits package to ensure your job is both fulfilling and rewarding. We offer the opportunity to learn and grow within the company, regular training and development, and to be part of an exciting high-performance team. On top of our competitive salary, here are some of the benefits we offer: 50% off food and beverages in all UK venues Extensive Rewards platform: discounts on travel, retail, hospitality, health and much more Company Sick Pay Company Pension Life Assurance Refer a friend incentive Financial advice services Employee health and wellbeing services Virtual GP Services Season Ticket Loans Employee assistance program: A confidential helpline providing 24/7 advice and counselling Cycle to work scheme What we are looking for 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 timeframes. 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. HVC Duties: 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 guidance, laws and regulations, company policies, and conduct yourself with the highest levels of integrity and honesty. Support Casino Management in the delivery of Safer Gambling Policies and Procedures in line with the Safer Gambling Policy and enhanced checks in line with the HVC policy, with an understanding that staff appraisals will take into account safer gambling actions. Work collaboratively with other teams (including safer gambling and AML) to allow for objective decision-making and review, based on all available information Desireable Hindi speaking Service Behaviours Our Customer Relations Executives are expected to always demonstrate our key service behaviours: On It : Demonstrates responsiveness and initiative by anticipating guest and operational needs, ensuring prompt and effective service delivery. Upbeat and Positive Attitude : Maintains a professional, enthusiastic, and solution-oriented demeanour that fosters a welcoming and energetic environment. Be Nice : Treats guests, team members, and stakeholders with courtesy, respect, and professionalism in all interactions. Open and Close : Engages openly and warmly at the start of every interaction and ensures each conversation or service exchange concludes with clarity, courtesy, and appreciation. Please Note: You must be aged 18 or above and have the right to work in the UK This position requires working nights, evenings, weekends and shifts that coincide with a 24/7 trading week so individuals should be flexible in their scheduling. Customer Relations Executives will spend a large portion of their shift on their feet working directly with the public.41bf1e1f-b16b-4260-a40a-17c77a06fd15…