Job description


  • Entry level
  • No Education
  • Salary £23,000.00 - £24,000.00 gross per year
  • Woking



- Our client is offering a salary up to £24k
- Hours are 8.30 a.m. to 6.30 p.m. to work 5 out of 7 days to include weekends but this will be one weekend a month with time off during the week
- Probation Period
- 33 Days Holiday
- Life Assurance
- Pension Scheme
- Bonus Scheme based on company performance

Job Summary

Our client based in the centre of Woking are seeking a Responsible Gambling Executive to assist them maintain their reputation for fairness and integrity and strengthening their customer focus.

Job Description

- Reviewing information from a variety of sources to proactively identify potential 'at risk’ customers Making informed decisions determining appropriate mitigation actions for any risk identified
- Preparing and undertaking customer interactions, to address concerns of potential problem gambling with customers and to provide support to ensure the customer is gambling safely
- Taking ownership of high-risk cases ensuring these are dealt with appropriately, whilst maintaining an excellent standard of customer service
- Advising of any high-risk customers or areas within the business, identifying actions on how these risks should be managed
- Reviewing quality and relevance of information recorded from interactions with customers
- Complaint handling and associated resolution in line with SLA
- Where appropriate identify potential improvements in existing company policies relating to safer gambling, through a proactive approach to suggesting and implementing changes
- Liaise regularly with the Digital AML, Digital VIP Teams, SOF Executives, Account Security Team and Retail RG/AML Teams; to ensure a fully holistic view of the customer’s gambling behavior
- Handling escalated cases and providing support to our offshore team
- Prioritising incoming queries and daily tasks to meet the internal KPIs and customer facing SLAs
- Act as Subject Matter Expert (SME) in relation to the creation and maintenance of customer investigation reviews, customer interactions, procedural documents and training literature

Required Skills

- Previous experience in either the gambling industry, or a similarly regulated market, is advantageous.
- An understanding of the importance and impact of legislative requirements is a must
- Proven experience of detailed, exploratory and methodical working practices is required
- Must be highly motivated, well organised an able to produce accurate and detailed information to a very high standard
- Experience of handling sensitive, confidential customer information
- Ability to remain calm, tactful, respectful and unbiased
- Strong interpersonal skills and the ability to communicate clearly, effectively and empathetically with senior management, operational staff and customers
- Ability to develop cross-functional relationships effectively
- Ability to work as a team, as well as independently
- The ability to provide oversight and direction to other less experienced, through coaching and feedback in an effective manner in relation to safer gambling practices
- Proficient in MS Office - strong knowledge of Microsoft Excel (i.e. pivot tables, formulas) preferred.
- Must be able to work to strict deadlines and prioritise issues
- Excellent writing skills including composition & language, ensuring clarity and required impact in all written communications

- Gambling
- Strengthening

  • coaching
  • customer service
  • excel
  • microsoft excel
  • retail