Chinese-Speaking Betting Assistant - London - £18K - £25K

Position:         Chinese-Speaking Betting Assistant

Salary:            £18,000 - £25,000

Location:        London

 

The Company

A young but well established and highly successful company focused on Sports Betting are seeking a Chinese-speaking Betting Assistant to join their ever-growing team.

Job Description:

  • Providing excellent customer service levels at all times whilst handling and responding to customers placing sports bets through telephone calls.

  • Efficiently processing deposits to customer accounts in a timely and professional manner.

  • Handling responses to marketing campaigns and crediting bonuses to customer accounts.

  • Driving tele-betting revenues through excellent Customer Service and Account Management

  • Hedging and trading duties.

  • Attend to all email / telephone queries.

  • Meeting clients and assisting with business development duties.

Personal Specifications:

Essential

  • You will need to be Fluent in Cantonese & English

  • You will need to be able to Read and Write in Cantonese & English

Preferable

  • Being Fluent in Mandarin would be advantageous

  • The ability to Read and Write in Mandarin would be advantageous

  • Degree educated in Economics or another Mathematics related degree

  • Proficiency with Excel

  • Experience in the betting industry, particularly knowledge of Asian Handicap betting markets would be beneficial

  • Successful applicants should have a keen interest in Sports, especially Football

 

To discover more contact Steven Jackson on steven@grs-recruit.com

VIP Manager - London - £33K - £45K + Bonus + Benefits

 

Job Title:        VIP Manager

Salary:            £33K - £45K + Bonus + Benefits

Location:       London

The Role 

A leading Casino operator is seeking a talented VIP Manager maintain and develop their existing VIP Player base.

Job Purpose Statement:

  • The VIP Manager is accountable for the on-going maintenance of VIP customers as well as new business development of potential VIP visitors.

  • Inclusive in this position is the responsibility to oversee the Guest Relations team as well as continued development and promotion of the brand.

This will include:

  • Reactive and proactive VIP management of the top gaming customers, providing a personal hosting service and face of the business for these players and their needs

  • To increase EBITDA contribution of all identified VIP players

  • Consistent and successful VIP business development activity focused on sourcing new VIP players through external prospecting, personal relationships, networking, business development activities and targeting players at other casinos

  • Reports to the Head of VIP

Key Accountabilities

  • Ensure VIP customers enjoy a positive experience in an entertaining and welcoming environment.

  • Personally manage the top players and VIP Programme

  • Explore and understand VIP customer needs ensuring the development of long-term relationships.

  • Host key players at the casino and develop relationship to become a ‘first port of call’ service for their gaming occasions.

  • Create a tracking system that provides superior customer service to VIP players at all times.

  • Own the tracking and development of players including fast tracking upgrades in order to grow loyalty, trip frequency and contribution.

  • Lead by example in the management of the Guests Relations team in providing superior customer service to all guests.

  • Responsible for attention to detail and consistency of service

  • Build VIP customer networks and relationships within identified cultures and to remain aware of up and coming cultural celebrations to capitalise through VIP visitation and member recruitment.

  • Actively promote business development through the Guest Relations team by building internal and external relationships with all stakeholders.

  • Support the Gaming department in achieving the overall business goal in terms of financial revenues through the proactive management of the VIP customer database.       

  • Ensure that financial control is maintained by being fully accountable for a budgeted expense account ensuring an acceptable ROI on all expenses, remaining within budget, and reporting variances in a timely manner.

  • Work with the marketing team in ensuring the achievement of budgeted sales revenue by contributing towards and implementing sales plans, monitoring performance to plan and directing corrective action as appropriate.

  • Prepare and submit reports and analysis on VIP driven activities; initiatives and outcomes where required.

  • Contribute to on-going growth in Gaming through developing and implementing VIP customer strategies and initiatives for the business based on an understanding of the VIP market and industry trends.

  • Develop the VIP programme of activities, events and on and off-site activities to increase loyalty frequency and win, including prospecting and hosting at external events.

Entry Requirements

  • Applicants for this role must demonstrate the following:

  • Essential – A minimum of 2 years Gaming management experience 

  • Desirable – A diploma qualification or degree in a Gaming Management discipline

Knowledge - Essential

  • Extensive knowledge of the gaming industry and service culture, including cultural nuances, patron networks and individual patron information

  • Extensive knowledge of casino or similar operation and an understanding of Casino and Hospitality industry

  • Excellent grasp of customer services principles with a flair for the execution of initiatives

  • Solid understanding of leadership and management practices

Knowledge - Desirable

  • Extensive knowledge and understanding of the Gaming industry.

  • Knowledge of the UK regulatory environment and other legislative requirements

Additional Information

  • The VIP Manager – role functions in a 24/7 business and as such flexibility is required by the incumbent. 

  • There is a minimum expectation that you will be available for signature events & functions within the environment & this will mean evening & weekend obligations outside of ‘normal’ working hours.

 

To discover more contact Steven Jackson on steven@grs-recruit.com

 

Head of Growth, Casino  - CIS Region - £100K - £125K Net + Bonus + Benefits

Job Title:                    Head of Growth - Casino

Salary:                        £100K - £125K Net + Bonus + Benefits

Location:                   CIS Region

The Company

A leading, and respected Land Based Casino Operator has recently and successfully launched its iGaming business and is now seeking to hire a talented and experienced executive to lead this online brand into new markets and further growth.

The Role

  • As the business lead, you will manage the strategy & launch of the business in new territories, including budget projections, compliance, market research and resource planning.

  • Drive and maximise brand awareness to deliver growth in accordance with set strategy, targets and KPIs, and ensure the brand becomes one of the top online casinos in our selected markets.

  • Directly manage operational and supportive departments include: Customer Service, Compliance and Payments, Administration and Human Resources.

  • Cultivate collaboration and communication between all operation teams, business units, senior management and Stakeholders.

  • Lead development and optimisation of company policies and procedures to enhance workflow efficiency

  • Mentor your team to deliver a business plan which drives betting revenue.

 Requirements

  • Senior experience of the online gaming market – project management, operational and marketing experience

  • Experience of setting and meeting revenue and profit targets

  • Ability to define and implement customer acquisition and retention strategies

  • Understanding of online marketing techniques, with track record of maximising player registrations and deposits

  • Experience of working with online affiliates

  • Experience of working with the world’s leading online gaming content providers

  • Knowledge of online casino and sports betting business sectors

  • Excellent business English

  • High energy and motivation

To discover more contact Steven Jackson on steven@grs-recruit.com

Surveillance Engineer - London - £35K - £45K

Job Title:                    Surveillance Engineer

Salary:                        £35K - £45K

Location:                   London

 

The Company

A leading Land Based Casino operator is seeking a talented and experienced CCTV/Surveillance Engineer.

 The Role

  • Surveillance Engineer is accountable the functionality of the surveillance department equipment.

  • Providing swift and effective surveillance technical solutions for the operations across the sites.

  • This position will analyse, investigate and provide accurate advice on all technological troubleshooting to the party in need.

  • This position will also respond to emergency situations by providing coverage and communicating with relevant departments to ensure the safety of patrons, staff and the business.

  • This role requires a high level of confidentiality - safeguarding business, financial, staff and patron information. 

  • The Surveillance Engineer is to ensure the delivery of exceptional customer service and minimise risk.

 Key Accountabilities

Customer Service

  • Ensure the improved quality and consistency of customer service delivery.           

  • Provide technical support for managers and surveillance to conduct reviews and live monitoring for all business departments.

  • Commitment to delivering a customer service support experience which is in line with the Company service values.

  • Leads by example in delivering an appropriately tailored commentary and service experience to every customer.

  • Is a role model in displaying positive professional behaviours.

  • Develops ability to build internal and external customer relationships.

  • Liaise and work productively and efficiently with external service providers.

  • Provide recommendations regarding improvements and cost savings to operational surveillance support strategy

  • Assist in the delivery / implementation of Surveillance systems

  • Provide training on specific Surveillance systems

  • Manage and ensure effective user support on all local Surveillance systems and applications.

  • Assist and ensure effective maintenance/administration on all Surveillance hardware.

 Department Responsibilities

  • Ensures that the role is compliant with business expectation.

  • Manage all aspects of local Surveillance systems issues and fault resolution.

  • Assist in any new local Surveillance hardware and Software installations or changes.

  • Assist in the auditing of Surveillance hardware

  • Maintain the Surveillance systems requirements in relation to the overall Business Strategy and Business Objectives.

  • Provide first response support to emergency alarms providing CCTV coverage and radio.

  • Review and archive footage using the Dallmier and FAST image retrieval applications. 

  • Work with Network Layer 2 and 3.

  • Show understanding of VMS exposure (Luxriot preferable).

  • Familiarity with Microsoft Server 2016 usage.

  • Responsible for maintaining Door Access system programmes

  • Consistently demonstrate ability to explain lens types, shutter speed and iris configuration in the context of different CCTV video and audio requirements.

  • Display a comprehensive understanding of Casino Protection expectations.

  • Perform all administrative duties as required including the relevant and timely communication to operational management of issues, incidents, policy and procedures and business unit initiatives

 Teamwork

  • Fosters a professional and ethical working culture applied appropriately across a diverse workforce and customer base.           

  • Demonstrates the ability to work as part of a team with both operational staff and managers.

  • Has the ability to both reactively and proactively manage situations.

  • Fosters and demonstrates a communication style that is conducive to a positive employee satisfaction environment.

  • Shows ability and the integrity to work without direct supervision.

 Compliance

  • Minimise risk to business and self by ensuring operations are carried out in accordance with legislative regulations.           

  • Identify any potential Surveillance system issues, escalate and resolve.

  • Ensure the security of Surveillance system is maintained and not compromised.

  • Maintain and observe all company Surveillance policies and procedures.

  • Provide weekly / monthly reports on key issues and projects. 

  • Ensure that adequate Quality Assurance is undertaken and take full responsibility for the quality of work produced / undertaken.

  • Proactively improve identification and minimisation of workplace hazards.

  • Ensure the upkeep of records of the training delivered to staff is maintained.

  • Daily demonstrates legislative compliance, adherence to and knowledge of:

  • Surveillance & IT Operating Procedures

  • Responsible Gaming

  • Anti-Money Laundering

  • Data Protection

  • Health & Safety

 Skills and Knowledge

Essential

  • Minimum of 3 years Surveillance Technical Support experience                      

Desirable

  • Experience of working with Network Layer 2 and 3

  • Significant VMS exposure - Luxriot preferable

  • Door Access system experience

  • Active Directory experience

  • Project Management experience including the ability to multi-manage different tasks eg design, planning, install and maintenance

  • An IPAF licence and Ladder training qualification

 Knowledge

  • Excellent understanding of compliance and security issues

  • The ability to explain lens types, shutter speed and iris configuration in the context of different CCTV video and audio requirements.

  • Familiarity with Microsoft Server 2016 usage.

  • Understanding of importance and value of customer service standards.

 Skills

  • Technically minded

  • Customer support focused

  • Ability for independent working in a fast paced, high volume environment.

  • Organised and efficient approach to work

  • Attention to detail

 Personal Characteristics

  • Is a team player

  • Articulate & confident communicator

  • Courteous & professional

 Additional Information

  • The role functions in a business that operates as a 24/7 business, as such flexibility is required by the incumbent. 

  • There may also be a limited requirement for travel to other sites in the Estate.

To discover more contact Steven Jackson on steven@grs-recruit.com

Safer Gambling Manager - London - £35K - £55K

Job Title:                    Safer Gambling Manager

Salary:                        £35K - £55K

Location:                   London

The Role

A Leading Land based Casino Operator is seeking a Safer Gambling Manager to ensure all customers enjoy a positive experience in an entertaining, welcoming and safe environment.

Job Purpose Statement:

  • The Safer Gambling Manager ensures that all employees are trained and adhere to responsible gambling policies and procedures.

  • The Safer Gambling Manager will fulfil their key objectives through the demonstration of exceptional people management; negotiation and communication skills with all internal and external customers as well as stakeholders.

  • The successful candidate will understand responsible gambling and gambling-related harm and be able to articulate and recognise the signs that could indicate a customer has a gambling issue.

Responsibilities will include:

  • Analysing information from a variety of sources to identify risky behaviour and prevent problem gambling.

  • Making informed decisions, determining appropriate mitigation actions for any risk identified

  • Preparing and undertaking customer interactions to discuss concerns of potential problem gambling with customers and to provide support to ensure that they are gambling responsibly

  • Taking personal ownership of high-risk cases ensuring these are dealt with appropriately whilst maintaining an excellent standard of customer service

  • The requirement for exceptional communication skills as the role will involve difficult discussions requiring empathy and the ability to ask direct questions without embarrassment

  • Developing team members and working to improve responsible gambling processes and procedures

Key Accountabilities

Customer Service

  • Ensure all customers (internal and external) enjoy a positive experience in an entertaining, welcoming and safe environment.      

  • Be a visible support presence during peak service periods

  • Ensure understanding of Responsible Gambling (RG) policies throughout operational team

  • Monitor implementation of RG policies at the casino and their effectiveness in identifying and protecting at risk customers

  • Review quality and relevance of information recorded from interactions with customers

  • Monitor site teams to ensure that interactions are carried out in a time, place and manner that is appropriate with the RG policy and the customer

  • Review data on at risk customers to pro-actively identify any high-risk gaming products

  • Advise GM of any high-risk customers or areas within the business, identifying actions on how these risks should be managed

  • Ensure effective communication of RG messaging throughout the casino

  • Ensure responsible gambling support information is accessible and readily available

  • Contact point for external / specialist agencies in relation to responsible gambling

  • Monitor data from activities identified as presenting a higher risk of gambling-related harm e.g. long periods of play, increasing / decreasing debit card limits / RG observations

  • Contact point for employees who may be experiencing gambling-related harm

People Development

  • Lead the development of an accountable customer focussed culture on the service of Responsible Gambling

  • Lead by example at all times in delivering a service culture of excellence

  • Monitor the delivery and development of proactive RG practices on a day-to-day basis.

  • Oversee delivery of RG training in the site

  • Maintain up to date training records for RG training

  • Monitor the delivery and development of training relating to all areas of responsible gambling

  • Identify any specific training needs and ensure these needs are addressed with relevant training

Business Process, Innovation & Compliance

  • Contribute to casino growth through development and implementation of strategies relating to Responsible Gambling.

  • Monitor recording of interactions on casino management system

  • Where appropriate identify potential improvements in existing company policies relating to responsible gambling

  • Ensure that the business strategy is made in accordance with responsible gambling policies

  • Ensure that all operational plans, actions and strategies are made with a focus on social responsibility

  • Highlight any responsible gambling concerns to the General Manager

  • Continue to look for ways to improve how we identify and manage customers who may be at risk from problem gambling

  • Review how the processes for excluding customers are applied and removed and highlight any instances where they have concerns

  • Review RG interactions identifying any that require follow up actions and advising on what those actions are and ensuring that they are carried out by the operational team

  • Provide monthly RG reporting to the Head of Regulatory Compliance & Audit

Desirable Requirements

  • A minimum of 3 years Management experience in a gaming; VIP or risk role

  • Ideally possess a valid Personal Management Licence

Essential Knowledge & Skills   

  • Extensive knowledge and understanding of the UK casino regulatory environment

  • Understanding of all legislative requirements in relation to Responsible Gambling                

  • Ability to liaise with different teams and departments to build effective working relationships

  • A logical thought process and the ability to analyse information in order to reach considered decisions

  • Strong interpersonal skills and the ability to communicate clearly, effectively and empathetically with senior management, operational staff and customers

  • The ability to provide oversight and direction to colleagues in the department, providing coaching and feedback in an effective manner

  • The ability to assess risk and apply practical operational solutions

Working Hours

  • The role functions in a business that operates as 24/7complex, and as such full flexibility is required.  This will include weekends and nights.

 

 

To discover more contact Steven Jackson on steven@grs-recruit.com