Safer Gambling Officer

7 days ago

Birmingham, Birmingham, United Kingdom Skywind Group Full time

Job Title - Safer Gambling Officer

Salary - up to £23,000 + comprehensive benefits (inc flexible working hrs, private pension, 26 days holiday + much more).

Location - Birmingham (Hybrid (3 days on the office, 2 days from home))

Intouch Games are now part of the Skywind Group who are a privately held entertainment technology solutions provider.

Since our establishment in 2012, we have been growing steadily alongside our partners and customers, proud to witness their own headway augmented by our products.


We shape the future of our industry with world-class games, back-office and content management systems, hosting solutions, infrastructure, proprietary deep learning engine as well as a revolutionary user retention suite of products.


Role purpose:


To focus on reducing gambling problems of customers - in compliance with regulations, and to be responsible for assisting our customers with their safer gambling related queries.


Key responsibilities:

  • Using appropriate tools for analysing and monitoring customers to spot trends and limit potentially damaging behaviour/problem gambling indicators to detect underage gamblers and detect problem gamblers
  • Investigate and monitor customer's behaviour reports to identify any potential cases that may need further action
  • Protect customers who have, or could be in the process of developing, gambling problems
  • Riskscoring and flagging customers for followup actions such as customer interaction, exclusion and refunding.
  • Track outstanding queries and issues through to timely resolution
  • Analysing and resolving customer complaints relating to safer gambling while liaising with the right department and ensuring follow ups
  • Assisting other departments in any safer Gaming queries
  • Updating customer account details with necessary information
  • Giving suggestions for tool improvements and new back office tools
  • Keeping up to date with regulations, policies & procedures and best practice regarding safer gambling
  • Execute safer gaming policies and procedures already in place and help create new ones as and when required
  • Refer customers to responsible gaming organisations as and when need be
  • Assessing and reviewing customer profiles, to identify and intervene with customers who have or could be in the process of developing gambling problems
  • Keeping up to date, updating the business and providing training on safer gambling regulatory
- requirements and best practice

  • Recommending policies and procedures to enhance the effectiveness of ITG's safer gambling
program

  • Ensuring safer gambling is an integral part of the daily operations of ITG

Skills and knowledge required:

  • Clear verbal and written communication skills; comfortable talking to people over the phone, with
the ability to easily build rapport with customers

  • Flexibility and positive attitude
  • Strong active listening skills and ability to handle sensitive situations with confidence
  • Enjoy working in a fastpaced environment
  • Motivated to achieve positive results and reach targets
  • Experienced and comfortable using a PC and keyboard as this will form a core part of your role if
successful

  • Knowledge of responsible gambling processes
  • Good attention to detail and can thoroughly investigate customers' accounts in a timely manner
  • Ability to work in a team and unsupervised
  • Ability to use their initiative, work with autonomy with the support of their Team Manager without a
need for micromanagement

  • Solid foundation in, and understanding of, UK gambling industry's social responsibility
requirements

  • Good problem solving skills

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