Safer Gambling Officer (Night Shift) | Gibraltar | On-site
Join us at BVGroup and be part of a dynamic team that's serious and enthusiastic about sports betting, casino, and bingo and equally passionate about safer gambling.
We're dedicated to fostering a culture of innovation and excellence in the sports betting and online gaming industry. As a leading global brand, we're committed to delivering top-tier products and services to our customers.
We're seeking a Safer Gambling Officer for our dedicated night-shift team. Reporting to the Safer Gambling Team Leader, the role holder will be responsible for identifying customers with gambling addiction or potential gambling problems. Interacting with customers to ensure they are aware of the safer gambling tools, the customer's affordability and vulnerability and ensuring that the regulatory requirements, objectives, and company initiatives and objectives are met.
What you will be doing -
- Monitor player activity and take preventative action if their behaviour indicates a problem exists.
- Carry out customer interactions by email, live chat, and telephone.
- These calls can be sensitive with some customers in difficult situations or have personal issues.
- Monitoring previously excluded customers attempting to access the facilities.
- Ensure any disputes are resolved according to licence guidelines relatively to the customer and the company.
- Follow defined processes and procedures to monitor customer activity and interact accordingly.
- Conduct phone conversations with customers to ensure they understand the safer gambling tools available, where to find them, and to answer affordability questions.
- Suggest new systems to recognise unusual behaviour, identify potential problem gamblers, and take steps to prevent any further losses.
- Ensure all systems are functioning and working efficiently.
- Ensure that all incoming queries are dealt with accurately and promptly.
- Understanding safer gambling and problem gambling behaviour and being able to recognise the signs that would indicate a customer has gambling issues.
Skills, Experience & Qualifications you will need -
- Previous experience working in a Safer Gambling environment is preferred.
- Good decision-making skills
- Eye for detail
- Flexible and reactive to change.
- Able to work as part of a team and alone.
- Have an objective mind and be able to make on-the-spot decisions.
- Be able to handle pressure.
- Firm grasp of written English and the ability to create and update standard interactions.
- Confident in proposing new ideas in a continuously improved environment.
- Able to carry out difficult calls requiring empathy and the ability to ask direct questions without embarrassment.
How we work -
Based in our incredible offices in Gibraltar, you will work in a multi-cultural environment where we encourage employee development.
You will be provided with all the hardware and access to the latest software that you need. You will be surrounded by like-minded people who will help you grow professionally and personally. You will also benefit from soft-skills training through regular one-on-ones.
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 to know you! Our interviews are conversational, and we want to get the best from you, so come at us with questions and be curious.
- An initial chat with one of the Talent Acquisition Team.
- Meeting with our team to get to know you and tell you more about the role.