Gaming Manager - Casino - London - £65K

Job Title:          Gaming Manager

Salary:            £65K

Location:        London

 

Purpose

  • To be responsible for the running of the gaming operations and in charge of Club whilst other directors are not around in complete compliance with of The Gambling Act 2005 and all associated legislation and Company policies and procedures relating to the gaming operations.

Objectives & Goals

Customer

  • The customer/member should always come first and expect:

  • To enjoy the experience

  • To be kept informed

  • To be treated with integrity

  • Be a person who is gaming at the correct level

Compliance

  • You must ensure compliance with the Company's obligations in particular

  • To "Know your customer” (KYC):

  • By completing and continuously monitoring customer/member due diligence

  • By understanding the Customer’s source of wealth (SOW) and source of funds (SOF)

Commercial

  • Once the customer/member is satisfied with Customer and Compliance only then will a commercial decision be made

Job Activities

Day to Day Management

  • To ensure full knowledge of the day-to-day events

  • To oversee and manage the smooth running of the supporting operational functions in all areas of the Club and to provide necessary advice:

  • To provide continuous management presence in the Club as required.

  • Oversee the efficient running of the gaming operations to ensure:

  • Customers'/members' movements and habits are monitored and gaming tables are utilised to maximise business opportunities;

  • All disputes are resolved promptly efficiently and fairly;

  • All suspicious activities/behaviour are dealt with in the appropriate manner and in line with the Company’s security policy;

  • Customer/member credit facilities are controlled and operated effectively, in compliance with legislation and Company policy up to the delegated authority level and where the CCF is beyond the authority level, refer the matter immediately to senior management.

  • To use the technologies available to ensure customers'/members' movements and habits are monitored and gaming tables are utilised to maximise business opportunities.

  • Identify any staff operational problems and report these to the Director of Gaming.

  • Ensure all staff adhere to the company grooming policy and present the appropriate Company image at all times.

  • Liaise with regulatory bodies as and when required.

  • Deal with all of the Club’s correspondence.

  • Complete all required Company documentation without delay and within agreed time scales.

  • To walk around the Club and communicate with all gaming staff.

  • To communicate any key events to the Director of Gaming immediately or at earliest opportunity depending on severity.

  • Complete rotas and any other company paperwork as and when required, ensuring it is done accurately and within timescales.

  • Ensure that shifts are adequately covered at all times by ensuring that rotas meet member demand during peak and quiet trading times and within budget.

General Training & Development

  • To produce and report to the Director of Gaming a written appraisal of allocated employees' performance (one appraisal per year, date to be advised by Human Resources).

  • Utilise the appraisal information of allocated staff in order to make recommendations to the Director of Gaming for training and development and efficient staff utilisation.

  • To embrace new technologies and ways of working that are introduced by the business and ensuring that all gaming staff are informed and trained in use.

  • To ensure that all gaming staff complete Social Responsibility and AML training as necessary and at least on an annual basis

Managing Employee Relations

  • Ensure thorough knowledge of the required standards of conduct and performance and the Company’s disciplinary and grievance policy and ensure compliance with those standards and policies.

  • Give clear and concise direction to gaming staff on the company’s expected standards of conduct and performance.

  • Ensure a fair and consistent approach in carrying out disciplinary and grievance procedures in accordance with Company policy and where necessary and appropriate refer to senior management.

Compliance and Security

  • Demonstrate and maintain high member awareness by approaching your job with the customers/members always in mind.

  • To be motivated and committed to your personal development, approaching all tasks with enthusiasm and seizing opportunities to learn new skills or knowledge in order to improve your personal performance.

  • To be adaptable, responding quickly and positively to changing requirements, which may mean getting involved in procedures that are not normally part of your day-to-day responsibilities.

  • To be adaptable and able to embrace new technologies and ways of working that are introduced by the business,

  • Experience in managing a team and maintaining a high level of teamwork by showing co-operation and support to colleagues in the pursuit of the gaming department and business goals.

  • To have a positive impact, taking personal responsibility and initiative to resolve issues within the department

  • Good communication skills with both customers/members and colleagues.

  • Hold a Personal Management Licence

  • To be fully conversant with the AML Regulations

  • Being fully conversant with Social Responsibility obligations including understanding and being able to identify and report concerns of customers/members who may/ are displaying signs of problem gambling to enable the business to aid and support the customer/member

  • Understand relevant licensing laws

  • Understand relevant health and safety laws

  • Embracing and fully utilising existing and new technology introduced to the business.

  • Ensure that all staff are fully trained and have attended relevant training provided by the Company to use technology within the department to its full potential.

  • That any technology issues experienced are reported immediately to the IT Department.

  • Ensure effective communication is achieved and maintained between you, Directors and all departments including Head Office.

  • Inform incoming duty Gaming Manager of any relevant information at shift change.

  • By regular liaison with senior management in the Club ensure that any operational problems or “bottlenecks” are removed or resolved.

  • Ensure the highest possible standard of customer/member service is provided in the club at all times.

  • Ensure a professional relationship with customers/members and their guests at all times.

  • To ensure that the Club operates to the highest standards of efficiency and courtesy at all times.

Compliance and Security

  • Ensure all Company security policies and procedures in relation to the gaming operation are implemented and upheld.

  • Ensure compliance with The Gambling Act 2005

  • Ensure compliance with the Anti-Money Laundering ("AML") Regulations.

  • Ensure compliance with the Company's Social Responsibility obligations.

  • Being fully conversant with and ensuring compliance with the Licensing Act 2003

  • Ensure compliance with Company procedures relating to Health and Safety regulations and fire, bomb and evacuation procedures.

  • Ensure licensing laws are complied with at all times and any breaches reported and appropriate action taken.

  • Ensure that any actions by any employee which is likely to bring the Company into disrepute are promptly reported to the Director of Gaming.

Customer Service

  • Ensure the highest possible standard of customer/member service is provided in the club at all times.

  • Ensure a professional relationship with customers/members and their guests at all times.

  • To ensure that the Club operates to the highest standards of efficiency and courtesy at all times.

Communication

  • Ensure effective communication is achieved and maintained between you, Directors and all departments including Head Office.

  • Inform incoming duty Gaming Manager of any relevant information at shift change.

  • By regular liaison with senior management in the Club ensure that any operational problems or “bottlenecks” are removed or resolved.

Technology

  • Embracing and fully utilising existing and new technology introduced to the business.

  • Ensure that all staff are fully trained and have attended relevant training provided by the Company to use technology within the department to its full potential.

  • That any technology issues experienced are reported immediately to the IT Department.

Personal Competencies

  • Demonstrate and maintain high member awareness by approaching your job with the customers/members always in mind.

  • To be motivated and committed to your personal development, approaching all tasks with enthusiasm and seizing opportunities to learn new skills or knowledge in order to improve your personal performance.

  • To be adaptable, responding quickly and positively to changing requirements, which may mean getting involved in procedures that are not normally part of your day-to-day responsibilities.

  • To be adaptable and able to embrace new technologies and ways of working that are introduced by the business,

  • Experience in managing a team and maintaining a high level of teamwork by showing co-operation and support to colleagues in the pursuit of the gaming department and business goals.

  • To have a positive impact, taking personal responsibility and initiative to resolve issues within the department

  • Good communication skills with both customers/members and colleagues.

  • Hold a Personal Management Licence

  • To be fully conversant with the AML Regulations

  • Being fully conversant with Social Responsibility obligations including understanding and being able to identify and report concerns of customers/members who may/ are displaying signs of problem gambling to enable the business to aid and support the customer/member

  • Understand relevant licensing laws

  • Understand relevant health and safety laws

 

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

IT Technician - London - £30K + Benefits

Job Title:                    IT Technician

Salary:                        £30K + Benefits

Location:                   London

 

The Role

A leading Casino operator is seeking an IT Technician to assist the IT Manager in maintaining a viable infrastructure for a 24hour operation, offering support to users of a wide spectrum of devices and applications within the business and assisting with development projects as required.

Key Responsibilities

  • Providing 1st, 2nd & 3rd line support and escalation of general IT issues throughout the entirety of the business

  • Supporting and encouraging the gaming department to adopt new ways of working through technology

  • Diagnose faults and seek second line assistance in liaison with suppliers and internal IT

  • Provide assistance to members who may be experiencing any IT issues during their visit to the Club

  • Assisting the IT Manager to carry out routine administration service tasks and scheduled maintenance        

  • Improved service levels

  • Assist in moving the gaming results to a paperless solution

  • Reduce interruption to play by minimizing technical failures

Experience & Skills

  • A proactive individual who actively seeks to improve existing processes in place

  • Experience of Active Directory, Windows Server Management, Hyper-V, Network Administration, Cisco switches, Routers, Meraki, Cabling & patching, Microsoft Office, Office 365, SharePoint & Exchange online

  • Administration of VOIP telephone systems & AV Equipment.

  • Exposure to EPOS (Micros Systems a plus) and or gaming software

  • Basic understanding of managing iOS environment including iPads/iPhones, and Android devices using an MDM solution.

  • A self-starter who manages their time effectively

  • Able to take direction but be able to work alone

  • Well presented with strong interpersonal skills

  • Strong written and verbal communication skills

Qualifications

  • MCSE/ MCP desirable

Benefits

In return you will receive a competitive salary, a very generous benefits package and a friendly, professional and conducive working environment.

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

Marketing Manager - London - £40K - £60K

Job Title:                    Marketing Manager

Location:                   London

Salary:                        £40K - £60K

 

The Role

The Marketing Manager manages the day to day marketing activities of the casino and the long-term marketing strategy for the Group and provides a support service to the operators both on-line and within the casino site.

The Marketing Manager supports the Head of Marketing by being responsible for, but not limited to:

  • Developing and maintaining marketing strategies to meet agreed Company objectives

  • Manage the joint venture partnership for on-line activity

  • Evaluate Customer research, market conditions and competitor data

  • Determine the demand for promotional activity; marketing campaigns and events for the both the Land Based and Online Casino.

  • Identifying potential customers and translate into increased footfall/on-line registration and revenue

  • Develop strategies with the goal to maximise profits and share of the market

  • Monitor trends that indicate the need for innovative and nimble marketing support

  • Protecting the company’s brand

Key Accountabilities

1.         Marketing Focus – On-Line

  • Ensures that the Marketing department is compliant with business expectation.

  • Development and nurturing of the management of the joint venture partnership

  • Weekly presence at joint ventures premises

  • Driving fixed term deposits.

  • Generating and driving the awareness of the company

  • Establishing a positive, proactive, consistent and approachable presence with the on-line Business;

  • Deliver a supportive work ethic that demonstrates the department philosophies of being a support function.

2.         Marketing Focus - Site

  • Ensures that the Marketing department is compliant with business expectation.

  • Develop marketing strategies/promotions/campaigns whilst balancing overall Company objectives and servicing customer satisfaction

  • Work with various departments within the business to develop engaging, impactful and personalised multi-channel campaigns which follow the brand’s direction whilst meeting commercial objectives

  • Support the Head of Marketing in the management of the entire life cycle of marketing campaigns/promotions/events from strategic planning to tactical activities, including social media platforms

  • Produce marketing materials of visual impact and within brand guidelines and to place advertising (at direction of Head of Marketing) by negotiating costs and communicating arrangements with advertisers and designer

  • Work with and liaise with all Heads of Department to develop new ideas for increasing footfall and spend

  • Execution of marketing campaigns including writing campaigns; proof reading copies; and liaising with designers

  • Direct marketing

  • Liaising and networking with a range of internal stakeholders

  • To liaise with suppliers including printers, photographers, designers etc

  • To assist in the presentation and handling of internal promotional campaigns

  • Managing the production of in-house collateral

  • To perform market research to assess the viability of new strategies, promotions and events as well as to measure the success of recent campaigns/events.

3.         Financial Focus

  • Ensures that the Marketing department is compliant with business financial expectation.

  • Budget management – support the Head of Marketing in delivering marketing activity with agreed budget

  • Support the creation of marketing plans geared towards increasing footfall/on-line registration and spend in line with the company strategy and targets within budget

  • Maximising the opportunity for brand awareness and to generate profitability.

4.         Teamwork

  • Delivers 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

  • Ability to interact and cooperate with all Company employees

  • Build trust, value others, communicate effectively, drive execution, foster innovation, focus on delivery to the customer base; collaborate with others, solve problems creatively and demonstrate high integrity

  • Maintains professional internal and external relationships that meet with core values

  • Has the ability to reactively and proactively react to marketing demands

  • Shows acute understanding of expected professional behaviours and personal presentation

  • Contributes to a positive employee satisfaction environment

  • Has a concise, positive and transparent communication style

  • Shows ability and the integrity to work without direct supervision

  • Demonstrates understanding of the provision of support services to operations

  • To participate in the identification of personal training and development needs and to make full use of all training and development opportunities.

5.         Compliance

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

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

    • Operating License conditions

    • Responsible Gaming

    • Anti-Money Laundering

    • Anti-Money Lending

    • Data Protection.

  • Focused on minimising unnecessary risk to the business.

Skills and Knowledge

Desirable

  • Holds a diploma qualification or degree in a Communications; Public Relations or Marketing discipline.

OR

  • Minimum 3-year experience in a high volume, fast paced entertainment/hospitality service driven operation in a marketing, corporate communications or event/promotions based role.

Knowledge: Essential

  • Extensive experience of developing, maintaining and delivering on marketing strategies.

  • A proven ability to oversee all marketing, advertising and promotional activities.

  • Computer literate.

  • Acute understanding of the service industry and service culture.

Knowledge: Desirable

  • Experience in a gaming related field.

  • Strong understanding of customer and market dynamics

 

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

Project Technician - Midlands - £30K

Job Title:               Project Technician – Nationwide

Salary:                   £30K

Location:               Midlands (National Role)

 

The Company

  • Due to increased success a leading Gaming Company is seeking a talented Project Technician to join their Gaming Product Support team.

  • The successful candidate will provide service across all UK casinos with regard to installation, re-configuration and de-commissioning of live and electronic gaming products plus ancillary equipment.

  • Do you have experience working within the field of data infrastructure/hardware, or understand management software? If so, we would like to hear from you!

Job Role

  • Assist the Senior Project Technician with installation and re-location of network cabling, switches, cabinets, server racks, live gaming tables and gaming equipment.

  • To service and repair gaming equipment where necessary to the specified company standards.

  • To keep up to date with technological developments in both gaming equipment and the provision of the required data infrastructure.

  • To observe machine accounting and security procedures in the casinos where work is carried out.

  • To anticipate and report areas of security risk to their line manager.

  • To ensure compliance with legislation and company procedures in respect of Health and Safety in the workplace and public areas, at all times.

  • To adopt a pleasant, professional and positive manner with internal and external customers.

  • To ensure that tools and test equipment are kept in a serviceable condition

  • Understanding on how to install cat5 and cat6 data networks.

Key Skills/ Experience Required

  • To be flexible to the demands of the business with regards to work location.

  • This role involves extensive travel across the UK.

  • To have solid understanding of data infrastructure and the associated hardware.

  • Excellent communication skills over multiply platforms are necessary.

  • Have an understanding on project management software

  • Must have ability to work as an individual and as part of a small team.

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

Chinese Speaking Customer Service - £18K - Birmingham

Job Title:                     Chinese Speaking Customer Service  

Location:                    Birmingham

Salary:                        £18,000

 

Company Description

  • A very successful management and marketing services consultancy with offices in Central Birmingham, London and Hong Kong.

  • Its clients are licensed operators focused on international jurisdictions to offer real money gambling products, mainly focused on sports betting.

  • The company continues to expand, and this position is as a direct result of that continued growth and success.

Job Description

  • Attend to all inquiries via live chat, instant messaging tools, email and telephone.

  • Maintain a professional and positive attitude with all clients and parties.

  • Provide excellent quality customer service at all times.

  • Complaints handling and escalations.

  • Complete KYC procedures on the Company’s clients’ customers.

  • Process deposits and withdrawals in and from customer accounts.

  • Troubleshoot problems with deposits and withdrawals.

  • Liaise with third party suppliers to insure smooth payments and operations and resolve customer queries.

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

  • Compile daily and weekly figures for supervisors, managers and senior management.

  • Liaise with Clients’ agents and distribution partners.

  • Liaise with Clients’ suppliers and platform owners.

  • Other ad hoc duties.

Personal Specifications

  • The successful candidate will speak fluent English and Cantonese, or Mandarin

  • The ability to write (Type) in these languages is also essential.

  • You should have strong communication and time management skills.

  • You should have a keen attention to detail and good analytical skills.

  • You should be proficient in Microsoft Excel and Word

  • The role is a Night Shift position - working a 4 shift on 4 day shift off pattern.

  • You will have the legal right to work in the UK.

 

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