Safer Gambling Officer (Night-Shifts)

Safer Gambling Officer (Night-Shifts) | Gibraltar | On-site

We are BVGroup a dynamic team that's shaping the future of online sport betting and gaming. We're dedicated to fostering a culture of innovation and excellence and as a leading global brand, we're committed to delivering top-tier products and services to our customers.

Purpose of the role:

We are looking for the ideal candidate that will support the team during night shifts where it is crucial to maintain the excellence of service and keep up with the volume of the customer interactions. 

Reporting to the Safer Gambling Team Leader you will be responsible for identifying customers with gambling addiction or potential gambling problems and interacting with customers to ensure they are aware of the safer gambling tools, the customers affordability and vulnerability.

In addition, you will be ensuring the regulatory requirements and objectives are carried out along with company initiatives and objectives.

Key Responsibilities / Duties:

• Monitoring player activity and take preventative action if their behaviour is indicative that a problem exists.
• Carrying out customer interactions on email and telephone.
• Conducting calls that can be of a sensitive nature with some customers in difficult situations or have personal issues.
• Monitoring previously excluded customers attempting to access the facilities.
• Ensuring any disputes are resolved to licence guidelines fairly to both the customer and company.
• Following defined processes and procedures to monitor customer activity and interact accordingly.
• Conducting phone conversations with customers to ensure they understand the safer gambling tools available, where to find them and carry out affordability questions.
• Suggesting new systems to recognise unusual behaviour and identify potential problem gamblers and take steps to prevent any further losses.
• Ensuring all systems are functioning and working efficiently.
• Ensuring that all incoming queries are dealt with accurately and in a timely manner.
• Understanding of safer gambling and problem gambling behaviour and be able to recognise the signs that would indicate a customer has a gambling issue.

Key Working Relationships:

• Reporting directly to the Safer Gambling Team Leader:
• Key relationships with Safer Gambling Officers, Payments & Security Team, Contact Centre, Account Management Team and EDD team.
• Working closely with the Safer Gambling Team Leader to ensure consistent approach in work practices.

What you will need to succeed in this role:

• Flexible and reactive to change and able to cover a rota pattern to suit the needs of the business.
• Professional standard of English and the ability to create and update standard interactions.
• Previous experience of working in a Safer Gambling environment preferred.
• Good decision-making skills and an eye for detail.
• Able to work as part of a team and on your own initiative.
• Have an objective mind and be able to make on the spot decisions.
• Be able to handle pressure.
• Confident at proposing new ideas and in a continuous improvement environment.
• Able to carry out difficult calls requiring empathy and the ability to ask direct questions without embarrassment.

How we hire

Our interviews are a two-way process, and we want you to have the time and opportunity to get to know us, as much as we are getting know you! Our interviews are conversational, and we want to get the best from you, so come at us with questions and be curious.

In the event that we receive sufficient applications for the role this vacancy may be subject to early closure. Therefore, if you are interested, please submit your application as early as possible.