MK Casino - Customer Journey Supervisor

It's fun to work in a company where people truly BELIEVE in what they're doing!

Please come and work for us

We're committed to bringing passion and customer focus to the business.

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 Milton Keynes 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 £14.77 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.

MKCAS

If you like wild growth and working with happy, enthusiastic over-achievers, you'll enjoy your career with us!