English Language Responsible Gambling Specialist

As a Responsible Gambling Specialist, you will work within the wider Customer Due Diligence team and play a vital role in ensuring that we protect our customers from gambling-related harm and establish whether their gambling activity is affordable.

You will be passionate about delivering high-quality service to our customer base. As the role is customer-facing, previous experience in a customer contact department is preferable, although not essential.

From your first day with the company, relevant training will be provided on all aspects of the role to give you the tools and knowledge to provide an excellent customer experience and be confident in recognising when a customer may be at risk of problem gambling.

Development will continue throughout your role, enabling you to build your career in a vital and growing area of the company where there are fantastic opportunities for progression.

The position is offered on a full-time basis and will require a flexible approach to working hours with a rolling rota of five days out of seven, including evening shifts and bank holidays.

A competitive salary and benefits package will be provided to the successful candidate.

Preferred Skills, Qualifications and Experience:

• Basic understanding of responsible gambling and anti-money laundering processes is desirable.
• Previous experience in customer service/AML/safer gambling roles is advantageous but not essential.
• Fluency in English, both written and verbal.
• Strong attention to detail.
• Strong analytical skills and a solid understanding of risk and potential concerns.
• Excellent organisational skills are essential in order to balance workloads and meet deadlines.
• Ability to stay calm whilst dealing with sensitive and challenging customer interactions.
• Exceptional listening skills and the ability to interpret and evaluate customer admissions to challenge responses where required.

Main Responsibilities:

• Preparing and compiling information available internally and through open-source research for the purpose of identifying potential affordability and money-laundering concerns.
• Conducting in-depth analysis of potential problem gambling behaviours and activities.
• Identifying and escalating high-risk accounts at the earliest opportunity.
• Reviewing customer financial admissions and evidence received.
• Conducting inbound and outbound contact with customers to establish whether they are in control of their gambling and asking questions relating to their source of funds, as well as establishing what it is affordable and sustainable following review of documentation.
• Discussing the facilities bet365 provides to help customers stay in control.
• Completing departmental tasks and projects as requested by the Responsible Gambling Team Leader and Supervisor Team.
• Liaising with customers via email to provide account updates and to outline remaining requirements to comply with our internal processes.

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