gaming customer support jobs

JOB DESCRIPTION

Gaming Managers are responsible for achieving Gaming contribution targets by optimising gaming service delivery. Their roles are fundamental in displaying visible leadership through developing, motivating and empowering Live Table Gaming team members to deliver an engaging customer experience.

Key Skills & Responsibilities:

• To ensure full compliance within the requirements of the Gambling Act 2005, Gambling Commission guidelines, Licensing conditions and codes of practice (LCCP), Company policy and procedures, including Employment Law and any other relevant legislation or authorities.
• To be fully aware of all Social Responsibility protocols and procedures, and to be able to deal with a problem gambling situation in a professional manner.
• Leads by example by maintaining physical presence and visible on the main gaming floor when on duty.
• To ensure all employees deliver exceptional levels of customer service in accordance with the “The Genting Experience” standards.
• Pro-actively manage all aspects of the casino operation when required to fulfil the role of duty manager, with special emphasis upon the delivery of effective, efficient on shift gaming performance.
• To maximise turnover and margin opportunities on all live table gaming offers, by deploying all available resources effectively to ensure appropriate table availability and table mix and implementing an effective rota and correct staff utilisation.
• Maintain consistent awareness of all table results, major players, win/loss, high value chip movement and unusual incidents.
• To ensure clear and effective channels of communication across all departments within the casino and support functions, both internally and externally ensuring that the team are aware of the standards and objectives of the department/business unit.
• Take ownership of the handling of all complaints and disputes showing empathy and understanding to achieve resolution.
• Ensure marketing initiatives are implemented effectively and proactively and communicated to employees quantifying their knowledge and understanding.
• Ensuring a fair and consistent approach to managing performance is consistently achieved.
• Positive and flexible approach to change management initiatives to effectively improve business performance and maintain a competitive edge.
• To assist in the recruitment process and manage, train and motivate employees to achieve/exceed their potential using effective performance management techniques.
• Ensure the effective management of the health and safety, security, emergency systems, capabilities of staff and customers, demonstrate awareness of Company policy and relevant legislation.
• Responsible for the implementation, management and monitoring of new products.
• Displays acute game protection awareness and manages the department with the highest level of integrity
• To carry out any other duties as deemed appropriate within the capabilities of the post holder.

The role functions in a business that operates as a 24/7 operation, and as such full flexibility is required.

WHAT WE OFFER

As well as an excellent salary, we are dedicated to providing our colleagues with a vast range of benefits including:

Company funded benefits

• Private GP helpline.
• Discount portal for popular retailers, restaurants, leisure and more.
• Pension scheme.
• Life assurance.
• Employee assistance programme " A confidential helpline providing 24/7 advice and counselling whatever the issue.
• 20% discounted gym membership.
• Mental health support.
• Family-friendly and wellbeing policies.

Flexible benefits* " designed for employees to choose the best package for their personal needs.

• Health Cash Plan (level 1 is company funded).
• Critical illness cover.
• Dental insurance.
• Travel insurance.
• Health Screening.

Rewards, recognition, development, and events

• Career development opportunities.
• Genting Academy " online learning portal.
• Long service awards.
• Staff social fund.
• Annual company Christmas present.
• A range of social engagement activities such as a company-wide pub quiz, Croupier of the Year Awards, and a 5-a-side football tournament.
• Tips
• Subject to eligibility.

OUR BUSINESS

Genting Casinos is one of the UK’s most popular leisure businesses and is proud to deliver outstanding service to our customers in our casinos nationwide. As part of the Genting Group, which employs 62,000 people worldwide, we are passionate about our values and providing our colleagues and customers with a fantastic experience.

As an inclusive and diverse employer, we celebrate individuality and value the contribution that each person brings to our workplace. We continue to gain an understanding of the needs and requirements of our customers, colleagues and prospects and actively embrace and accommodate these. If you require any support in relation to your interview, such as guidance, advice or any adjustments, please contact us.