Surveillance Officer

**Who We Are**

Metropolitan Gaming Group is the multi-channel gaming and leisure brand for people who live city life to the full. The home of Metropolitan Gaming Online and Metropolitan Casinos, we're dedicated to providing exceptional experiences and service for our guests, whichever platform or venue they visit.

Our ten destinations across the UK and Egypt include the iconic Empire Casino in Leicester Square, and London's newest luxury casino, Metropolitan Mayfair. We're a 'Why Not?' brand that likes to challenge the status quo, and we're passionate about: looking good, feeling great; keeping our finger on the pulse; doing things with a twist; and being safe hands for our customers and people.

**Benefits**

We value our employees and offer a benefits package to ensure your job is both fulfilling and rewarding. We offer the opportunity to learn and grow within the company, regular training and development, and to be part of an exciting high-performance team. On top of our competitive salary, here are some of the benefits we offer:

- 50% off food and beverages in all of our UK venues
- Extensive Rewards platform: discounts on travel, retail, hospitality, health and much more
- Company Sick Pay
- Company Pension
- Life Assurance
- Refer a friend incentives
- Financial advice services
- Employee health and wellbeing services
- Virtual GP Services
- Season Ticket Loans
- Employee assistance program: A confidential helpline providing 24/7 advice and counselling
- Cycle to work scheme

**What We Are Looking For**

We are looking for a Surveillance Officer to ensure that the Company complies with the provisions of the Gambling Act 2005, Licensing Act 2003 (as amended).

**Main Responsibilities**
- To support and report of the Surveillance Supervisor in respect of all aspects of gaming surveillance or other investigatory work as directed.
- To ensure that the Company complies with the objectives of the Gambling Act 2005 and Licensing Act 2003 (as amended) and report any breaches promptly through the required reporting procedures via local management to the Head of Security & Surveillance EMEA and the Group Operations Director.
- To ensure gaming is conducted according to the Rules of Casino Games and Company procedures and report any breaches promptly through the required reporting procedures via local management to the Head of Security and Surveillance EMEA and the Group Operations Director.
- To ensure that effective levels of live gaming surveillance are maintained to monitor that all operations are being conducted in accordance with Company Policy and procedures at all times.
- To ensure compliance with UK legislation, relevant regulations and associated Guidance Notes in all areas including, for example, Anti-money laundering and Countering Terrorist Financing, gaming, (insofar as this relates to the functions performed by the department), and to report any breaches promptly to the Surveillance Supervisor and the Head of Security and Surveillance EMEA.
- To ensure that surveillance capabilities are maintained to a high standard and reviewed regularly in liaison with technical support resources.
- To provide investigatory support to the Head of Security and Surveillance EMEA, Surveillance Supervisor, Group Operations Director and casino management in relation to all aspects of internal investigations involving allegations of dishonesty and serious breaches of Company policy and procedures.
- To assist the Surveillance Supervisor to carry out regular checks and audits of all gaming assets and surveillance equipment (CCTV, access and intruder controls) to ensure that it is properly maintained.
- To assist the Surveillance Supervisor to effectively maintain shift cover to meet the needs of the operation.
- To maintain a high level of skill by continual learning and professional development.
- To ensure that an effective level of support is provided at all times to management to deal with gaming disputes and customer complaints.
- To assist and advise the Surveillance Supervisor in relation to the review of all Internal Policies and procedures.
- To continually review personal performance and provide direct feedback and seek advice where required.
- To participate in the appraisal processes within pre-determined timescales and deal with objectives agreed by management.
- To ensure the highest possible standards of customer service are developed and provided by courteous and technically competent staff in all departments of the units.
- To lead by example in relation to displaying the four keys behaviours of the Customer Service model.
- To assist management by regularly observing and reviewing individual employee’s levels of customer service both internally and externally, documenting such activity and providing appropriate feedback to the Surveillance Supervisor.
- To positively support Company wider customer service initiatives.
- To uphold and support the carrying out of the department’s objectives.
- To cr