Engage with customers via email, chat, or outbound calls who may be at risk of or actively experiencing gambling-related harm, taking appropriate action in line with legislation, procedures, and processes

Uphold and contribute to the development of internal policies and procedures aimed at preventing gambling-related harm

Handle escalations and queries from the Player Success Team relating to operational compliance cases

Monitor customer communication channels/inboxes related to operational compliance to ensure SLA adherence and a frictionless user experience

Appropriately manage complaint cases arising during shift hours

Analyse customer accounts from a Safer Gambling and Anti-Financial Crime perspective, based on internal reports or Player Success interactions

Escalate high-risk cases as needed to ensure effective player protection

Recommend improvements to current Operational Compliance and Player Success processes

Collaborate with Safer Gambling Management and the Head of Operational Compliance to promote a culture of Safer Gambling and high-quality customer service through compliance and awareness initiatives

Excellent oral, written, and verbal communication skills

Native or bilingual proficiency in written and spoken English (mandatory); additional languages are an advantage

Experienced in handling difficult conversations with customers while remaining calm and focused on objectives

Capable of collaborating with multiple stakeholders to make informed decisions regarding customer accounts

Strong attention to detail with the ability to quickly assess and respond to emerging cases

Able to perform well under pressure in a fast-paced environment

Self-motivated with the ability to work independently and as part of a team

Proven track record of delivering excellent customer service