MERKUR Casino Leeds - Customer Journey Supervisor

We are on the lookout for experienced Customer Journey Supervisors to join our team at Leeds Casino!

If you’re an experienced supervisor, within the hospitality/gambling sector looking to take the next step, then we have opportunities for you!

Location: Leeds Casino

Hours Per Week: 40

Pay Rate: £14.60 per hour

At MERKUR Casino we are passionate about our customers, we just love giving them a warm welcome. Giving customers a great experience comes with ensuring we give them the best service that keeps them coming back to us time after time.

We have exciting plans for future growth so joining us could see your career reach new heights!

Excited to grow your career?

We value our talented employees and always aim to support internal progression wherever possible. If you believe this opportunity is right for you, we encourage you to apply.

Our people make all the difference in our success.

Exciting new opportunity!

Are you an experienced Supervisor or customer-focused professional looking to step into a role that combines customer interaction, compliance, and commercial impact? If the answer is yes – we want to hear from you!

We are looking for Customer Journey Supervisors to join our team at our Leeds Casino.

This is a brand-new opportunity to be part of an evolving function within the business, focused on enhancing customer relationships, supporting safer gambling, and driving high-quality customer interactions.

You will be supported through structured training and mentoring, developing specialist skills in customer engagement, compliance processes, and analytical decision-making.

About the role:

In this role, you will work as part of the wider management team, however your primary focus will be on managing customer interactions, reviewing customer activity, and ensuring high standards of compliance and customer care.

You will play a key role in supporting both the customer experience and the protection of the business, ensuring interactions are meaningful, well-planned, and outcome focused.

This is a highly visible role within the casino, working directly on the gaming floor and engaging with customers on a regular basis.

What we offer

• Pay Rate £14.60 per hour

• TRONC participation

• Structured training and development

• Clear progression pathway into management

• Ongoing mentoring from experienced casino leaders

Key responsibilities of the role

• 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 escalate 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

About you

We are looking for someone who:

• Has strong customer interaction and communication skills

• Is confident dealing with challenging or sensitive conversations

• Works well under pressure and can make decisions independently

• Is organised, analytical, and detail-oriented

• Is comfortable using systems, Excel, and digital tools

• Is a self-starter but also works well as part of a team

• Is flexible with working hours (including evenings and weekends)

• Is solution-focused and takes ownership of their work

Desirable (but not essential)

• Experience working in a regulated environment

• Background in gaming, banking, or financial services

• Understanding of AML / Safer Gambling / LCCP

• Experience handling complaints or complex customer situations

Working pattern

This role will primarily involve evening and weekend work, with flexibility required to meet business and customer needs.

Want to know more? Apply today and our recruitment team will be in touch.

Who Are MERKUR?

MERKUR Slots UK Ltd is part of the MERKUR Group, one of Europe’s leading gaming and entertainment companies. Find out more here:

https://merkurcasinouk.com/about-us/our-careers/#intro

Want to know more? Apply today and our recruitment team will be in touch!

MERKUR Casino does not, under any circumstances, make hiring or employment decisions on the basis of any prohibited ground; including but not limited to age, disability, gender reassignment, marriage and civil partnership, pregnancy or maternity, race, religion or belief, sex, sexual orientation or any other basis protected by law or prohibited by Company policy. MERKUR Casino is committed to a safe and welcoming work environment where harassment of any kind will not be tolerated. 

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