Overview
We are looking for Customer Journey Supervisors to join our team at Milton Keynes Casino. This brand‑new role focuses on enhancing customer relationships, supporting safer gambling, and driving high‑quality customer interactions.
What we offer
Pay Rate£14.77 per hour
TRONC participation
Structured training and development
Clear progression pathway into management
Ongoing mentoring from experienced casino leaders
Key responsibilities
* 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
* Strong customer interaction and communication skills
* Confident dealing with challenging or sensitive conversations
* Works well under pressure and can make decisions independently
* Organised, analytical, and detail‑oriented
* Comfortable using systems, Excel, and digital tools
* A self‑starter but also works well as part of a team
* Flexible with working hours (including evenings and weekends)
* 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.
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