Safer Gambling Officer

The Safer Gambling (SG) Officer will be responsible for safeguarding both the company and our customers. Reporting to our Safer Gambling Manager, you will proactively assess and review customer profiles to source, identify and intervene with customers who have or could be in the process of developing gambling problems.

You will monitor new registrations, adopt an empathetic approach when dealing with the sensitive issue of gambling addiction via numerous channels including phone, live chat and email. This role will ensure the business is up to date with regards to regulatory requirements in the ever changing regulatory landscape of online gambling and provide training as-and-when required.

Key Responsibilities

• Support in the delivery of the Safer Gambling operation and compliance Support in ensuring regulatory requirements that provide safety and security to our customers and business
• Proactively identify customers operating duplicate accounts
• Profiling/risk scoring of customers
• Work and liaise with the different teams within Compliance, Customer Care and other departments to build strong collaborative relationships
• Deliver against SG Policies achieving and exceeding against KPIs and SLA’s especially through peak events
• Support Customer Care with any SG complaints and associated resolution and reporting procedures in line with SLA
• Complete Affordability assessments
• Ongoing customer monitoring and record keeping
• Ensure proper record-keeping of data analysed and decisions made
• Develop and maintain knowledge of the current regulatory and compliance requirements with regards to the Gambling Licensing appropriate to the jurisdictions within which the Company operates
• Develop and maintain knowledge of Consumer and Data Protection regulations

Specialist Skills and Experience Requires

Able to work to deadlines and thrive in high pressure situation 

Proven experience in a customer facing environment with the ability to demonstrate excellent customer service skills

Ability to manage & prioritise their own workload

A confident and professional telephone manner with the ability to manage difficult conversations

Strong communication skills which can be implemented through all mediums to varying stakeholders across the business

Confident with making decisions and recommendations with the ability to succinctly present these to members of the management team

A logical and structured thought process to facilitate sound decision making and justification

Computer literacy and proficiency in the use of Microsoft Office tools Ability to maintain high levels of confidentiality and data security standards

Proven experience and knowledge of SG policies and practices is desirable

Experience in the production of metrics and reporting to support compliance and business objectives is advantageous

Please mention careersinracing in your application when responding to this job advert