Safer Gambling Operations Analyst

3 days ago

Sheffield, United Kingdom The Rank Group Full time

**Company Description** The Rank Group are known through our iconic brands; Mecca Bingo and Grosvenor Casinos. We employ almost 11,000 people across our brands, in roles ranging from Casino Croupiers, Poker Dealers, Chefs and Bingo Club Callers, through to specialists in Marketing,Property, Finance, Law and Human Resources and many more. We are a multi-channel business, operating across our retail (club and casino venues), online and mobile. We are always changing and always innovating.

Our Customer Solutions Hub is based in the heart of Sheffield, with beautiful views of Victoria Quays and easy access to the town centre. We’re proud of the environment we’ve created and unlike other Contact Centres, we offer a culture of learning, developmentand fun.

**Job Description** As a licensed gaming company, we are accountable to ensure we uphold the three licensing objectives of the Gambling Act;
- Keep gambling crime free
- Ensure the provision of fair, open and honest gambling products and services
- Protect the young and the vulnerable

Upholding Safer Gambling practices is a key means to help reduce the likelihood of Problem gambling amongst vulnerable customers and reduce any associated gambling harms our customer base may experience.

Policies and procedures are in place to help prevent the onset of problem gambling, including self-exclusion programmes, live monitoring, affordability assessments and cross function collaboration. offering advice and support to problem gamblers and allowingplayers to set limits as to how much they spend both within online and land-based gaming channels as well as being empowered to spot risk in customer behaviours/conversations and interrupting players if needs be.

This role provides central support in the processing of customer reinstatements, barring’s and exclusions for both the retail and online business, ensuring adherence to relevant rules and Rank policies and having due regard for customer risk and groups responsibilitiesrelating to problem gambling.

This role is shift work between 07:00 - 20:00, 07:00 - 17:00 and 10:00 - 20:00 on a 6-week rotation pattern. You will work two weekends out of 6, and your weekends are spread so you work one and then have two off then work one.

**Qualifications**:

- Excellent oral, written and communication skills
- Experience of holding difficult conversations with Customers
- Able to work with a number of stakeholders across the business to discuss customer histories, deliver reinstatement decisions and implement groupwide barrings
- Attention to detail and ability to quickly review and assess information
- A clear understanding of Responsible Gaming in line with the UKGC Licensing terms
- Self-motivated, keen eye for detail, accurate and precise, can work alone or as part of a wider virtual team
- Knowledge and experience of the online gambling industry are desirable but not essential as training will be provided

**Additional Information** If you’d be interested in joining the Rank family, please get in touch and we can talk through the options available to you.

To find out more information, follow us over on LinkedIn

Rank Group & Rank Interactive

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