Customer Service Manager

Job Title: Customer Service Manager
Salary: £28,000 - £29,000
Location: Stockton-on-Tees

Our Client, one of the UK’s biggest Casino brands, is currently looking for a Customer Service Manager to be based at their Casino in Stockton.

The company is a leading European gaming and betting company, with a number of businesses including established brands in gaming and leisure.

Based in Stockton, it is commutable from Middlesborough, Thornaby-on-Tees, Whinny Hill, Urlay Nook, Darlington, Hartlepool, Hartfields, Winterton, Sedgeton, Redcar, Stokeley, Chester-le-Street, Sunderland, Gatehead, Washington, Durham and Marton-in-Cleveland.

Job Purpose:

• To effectively manage all aspects of the casino operation on a day to day basis, to maximise the units’ profitability and maintain the security of the premises at all times.
• Ensure daily communication to each department to ensure they are empowered to meet the needs of the unit on a day to day basis.
• The Duty Manager will, in line with company procedures, be ultimately accountable and will have the authority to make decisions in the absence of the General Manager

Responsibilities:

• Driving customer service standards for each department through the Department
• Head, identifying customer needs and acting on customer satisfaction results and mystery visitor feedback.
• Developing a plan to attract and retain customers and drive profitable admissions.
• Developing and delivering a plan to identify and attract retail customers to play on line, and sign up and retain these customers.
• Ensuring the retention of the active customer base
• Develop and implement a programme of events to target customer loyalty and increased frequency of visits.
• Actively participate in the Customer Services Manager Forums to ensure skills and knowledge are kept up to date and a partnership approach is built with all support teams.
• Ensuring that all targets with regards to developing the active customer base are implemented and achieved.
• Analyse the effectiveness of all approaches that have been implemented to improve the quantity of customers and the quality of their experience; reporting on outcomes and suggesting new approaches to the General Manager
• Supporting the New Member Sales Manager to carry out the duties of their role
• Ensuring that the unit builds a useable database of information covering customer requirements that can be used by all departments and the support office teams within the land based and digital teams
• Proactively encouraging customer loyalty by driving and promoting the Company's Play Points rewards scheme
• Responsible for the reception area, ensuring that the team maintains and continually reviews the Reception standards, delivering the very best service and compliance requirements.
• Ensure that all local and national promotions are run in line with the brand standards, feeding into the promotions forum to generate and test new ideas.
• Ensuring that all team members are aware of their roles, responsibilities, and expectations for pre, during and post event success (e.g. PR, event promotions, event lighting, music, ambience, heightened customer service, briefings, hosting and engagement of entertainers).
• Building an effective working relationship with the team from TED
• Analysing the outcomes and the ROI for all events and ensuring

Knowledge & Experience:

• Able to implement promotional events and hospitality proposition to drive admissions and revenue.
• Previous hospitality and customer service experience; understanding the actions that can be taken to drive profitability and growth in the leisure environment.
• Experience of managing a team to deliver excellent customer service within the leisure sector.
• Experience of working with a casino operation or the commitment to undertake a development programme to reach the required level of gaming knowledge.
• Confident using technology to support the achievement of objectives.
• Previous experience of shifts/operation hours of a casino

Ideally you will be working as a Customer Service Manager, Customer Service Team Leader, Branch Manager, Head of Customer Service, General Manager, Assistant General Manager, Customer Retention Manager or an Operations Manager.

In return for your hard work and commitment there is a generous salary of between £28,000 – £29,000. Other benefits include:
• Holidays – 28 days
• Length of service awards
• Company Pension
• Private medical cover
• Privilege plus – employee rewards scheme

Rullion are acting as an employment agency in reference to this vacancy.