Safer Gambling Officer

We are now looking for a committed and meticulous customer service specialist to join our Player Protection team.

As a Player Protection Officer with the Tote, you will be responsible for ensuring customers enjoy their experiences with the Tote in a safe and sustainable way. Day to day your key responsibilities will include;
- Proactively assessing and reviewing customer profiles to source, identify and intervene with customers who have or could be in the process of developing gambling problems
- Owning cases from start to finish, through risk assessing accounts, conducting due diligence checks, liaising directly with customers, and reviewing & signing off documents

This role ensures the Tote is up to date with regards to regulatory requirements in the ever-changing regulatory landscape of online gambling. You will work closely and build strong collaborative relationships with other teams and won't be afraid of getting stuck in to support other teams across customer operations to ensure we are providing an excellent service for our customers.

**Who we are**:
The Tote are racing’s most popular pool betting operators and can be found online and across many racecourses in the UK and Ireland. We’re passionate about all things racing, we love the sport and it’s in our DNA. Using best-in-class technology, digital innovation, and customer engagement, we are developing the Tote reaching new audiences with innovative products.

Our headquarters in Wigan is the main hub for our team of over 200 innovative and ambitious experts dedicated to delivering our vision of providing the best betting experience for racing fans. The role will be full time - 37.5 hours per week with working hours between 8am and 10pm Monday to Sunday. The role will primarily be office based but some shifts could be based from home. A full induction and on the job training and a development plan will be put in place for anyone who joins the team.

**What you’ll need**:

- Proven experience in a customer facing environment with the ability to demonstrate excellent customer service skills
- Ability to work to deadlines and thrive in high pressure situations
- A confident and professional telephone manner with the ability to manage difficult conversations
- Ability to multi-task and prioritise to ensure we are working within SLA
- Ability to work well as part of a team with the ability to demonstrate strong communication skills

**What we offer**:
At UK Tote Group we are proud to offer our employees more than just a job, our employees are very important to us and we like to recognise all the hard work they do with our rewards and benefits packages in addition to your basic salary. Our benefits include:

- Competitive Basic Salary
- Discretionary Bonus Scheme
- Company Shares Option Plan
- Contributory pension scheme
- Life insurance (4 x basic salary)
- Simply Health Cash Plan
- Holiday entitlement (33 days inclusive of bank holidays)
- Study Support and opportunity for progression and development
- Confidential 24/7 365 employee assistance helpline
- Agile and collaborative office environment with free parking, fruit, biscuits, and drinks
- Regular social events, charity events and volunteering opportunities

Pay: Up to £23,500.00 per year

**Benefits**:

- Casual dress
- Company events
- Company pension
- Cycle to work scheme
- Free parking
- Gym membership
- Life insurance
- Referral programme

Schedule:

- Weekend availability

Supplemental pay types:

- Bonus scheme

Ability to commute/relocate:

- Wigan: reliably commute or plan to relocate before starting work (required)

Application question(s):

- What are your salary expectations?

Work authorisation:

- United Kingdom (required)

Work Location: Hybrid remote in Wigan