Gemma Stott

Mecca bingo - Stockton-on-TeesOctober 2003 to Present

I have worked at Mecca bingo for over 20 years I started as a customer service assistant and worked my way up to cashier and then caller and now team leader.

I cover the full club including handling money, customer service, F&B and front of house. Front of house includes welcoming customers in and also clients within the business and controlling all aspects of GDPR and organising business meetings and using the relevant software on the computer system.

As team leader I am required to duty manager in the manager absence I have done this role for 5 years.

I open and close the club, I organise staff and complete the rotas for the club.

I understand the safer gaming aspect and assist the management time with KYC and safer gambling conversations.

I have managed the club through difficult sessions including system errors and have a fantastic knowledge of gaming software.

I lead the team with efficiency and making sure our customers are looked after.

I have excellent customer service skills and can manage tough situations.

I have covered other clubs within the area.

I have completed courses on safer gaming and duty manager assessment's.

I have organised events within the club and led the team to deliver the best service during these events.

I deal with suppliers and control stock and do stock checks every month.

Part of my duties include admin and handling large amounts of cash.

As a duty manager within the club I have completed the duty manager assessment which includes health and safety, I complete regular checks regarding this using the shield platform and re port and issues direct to my health and safety officer.

I have held interviews and I am in charge of team progression and training.

I have completed appraisals for the team and helped guide to the team to the level that is expected.

Part of my role within the club is making sure the team work to the standard that is required by the company if this isn’t done then going down the necessary channels including investigation's and disciplinarys.