Surveillance Officer

Metropolitan Casinos; Greater London; On-site; GBP 25,000 - 40,000; Full time

Job summary

A prominent entertainment venue in Greater London is seeking a Surveillance Officer to ensure compliance with gaming regulations and maintain high standards of service. The ideal candidate will have extensive experience in gaming surveillance in casinos. Responsibilities include supporting regulatory compliance, conducting audits, and managing customer complaints. This is a flexible position requiring night and weekend availability. A Personal Functional License and attention to detail are essential for success in this role.

Benefits

50% off food and beverages

Company Sick Pay

Pension Plan

Financial advice services

Employee health services

Qualifications

• Extensive, proven experience in gaming surveillance within a land-based casino.
• Ability to maintain a high level of skill through continual learning and development.

Responsibilities

• Support the Surveillance Supervisor in gaming surveillance operations.
• Ensure compliance with the Gambling Act 2005 and Licensing Act 2003.
• Conduct regular checks on all gaming assets and surveillance equipment.
• Provide investigatory support for internal investigations.

Skills

Proven experience in gaming surveillance

Attention to detail

Ability to work flexibly

Education

Personal Functional License

Job description

Who We Are

At Metropolitan Gaming, we don’t just offer jobs—we create experiences. Whether it's the electric buzz of our city casinos or the slick precision of our online platform, we’re the heartbeat of high-end gaming. From the iconic Empire Casino in Leicester Square to the luxury of Metropolitan Mayfair, our ten venues across the UK and Egypt are made for those who live life full throttle.

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 incentive
• 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 create by example an environment which all staff will work as a team.
• To support by example the creation of an environment where all employees are encouraged to put forward ideas and views to management which positively influence the performance of the unit.
• To support communication and feedback through effective contribution to meetings.
• To support the Venue Management to ensure that any defects in the appearance of the casino premises or its technical assets are reported and promptly actioned.

Who You Are

• A highly motivated individual with an extensive, proven and stable experience in gaming surveillance in a land-based casino.
• Naturally methodical and attentive to detail.
• Holder of a Personal Functional License.
• Previous experience in gaming surveillance and/or proven gaming dealing skills.

Service Behaviours

Our Surveillance Officers are expected to always demonstrate our key service behaviours:

• On It: Demonstrates responsiveness and initiative by anticipating guest and operational needs, ensuring prompt and effective service delivery.
• Upbeat and Positive Attitude: Maintains a professional, enthusiastic, and solution-oriented demeanour that fosters a welcoming and energetic environment.
• Be Nice: Treats guests, team members, and stakeholders with courtesy, respect, and professionalism in all interactions.
• Open and Close: Engages openly and warmly at the start of every interaction and ensures each conversation or service exchange concludes with clarity, courtesy, and appreciation.

Please Note: You must be aged 18 or above and have the right to work in the UK

This position requires working nights, evenings, weekends and shifts that coincide with a 24/7 trading week so individuals should be flexible in their scheduling.