Safer Gambling Agent

6 months ago

Leeds, United Kingdom Flutter UK & Ireland Full time
Safer Gambling Agent

Joining the Safer Gambling Team means being part of a group that puts trust at the forefront. We're dedicated to helping each other and makingsure our customers use our products safely and responsibly. As a team, we prioritise doing what's right.

As a Safer Gambling Agent, you'll play a crucial role in managing against our Safer Gambling Customer Policy. This involves having meaningful conversations with our most vulnerable customers. There's also potential to work with three of our brands: Paddy Power, Betfair, and Sky Betting & Gaming.

What you’ll do

Handle incoming contacts from customers looking to discuss their restrictions or remove self-exclusion, using our Safer Gambling (SG) framework for open and productive conversations.

Become an expert in safer gambling practices.

Respond promptly and effectively to live chats, often juggling multiple chats at once, and occasionally handling phone calls and emails with great attention to detail.

Use our existing protocols for customers flagged for SG concerns to ensure impactful conversations and take necessary interventions.

Contribute to improving the overall safer gambling experience for our customers.

How You'll Do It:

Be adaptable to different products and communication channels like live chat, phone, and email, and be open to working with multiple brands. 

Have a strong commitment to supporting customers, including those who may be vulnerable.

Have previous experience in customer-facing roles, with a track record of problem-solving and multitasking while prioritizing risk management.

Possess excellent written and verbal communication skills in English.

Have previous experience with risk management in customer-facing roles or regulated industries.

Apply strong analytical skills and attention to detail.

Communicate confidently and clearly, discussing sensitive topics and agreeing on solutions with customers.

Process information effectively and present findings clearly and concisely.

Manage multiple tasks simultaneously and take proactive control of your workload.

Maintain a strong commitment to supporting customers and doing what's right.

Hear it from our SG Team - for insight into the role, check this out:

Before applying, please make sure you are happy and can commit to the below:

Salary: £26,000 p/a

Shifts will fall between 7am and 11pm, working 5 out of 7 days. This also includes working at peak events and some bank holidays.

Please note - If successful for the role, you will need to be located within commutable distance to the office as the initial training (approx 6 weeks) will include office based learning at our Leeds or Malta office.

Start date: August/September 2024 induction - exact date TBC

NB: We cannot approve any holiday during the training period.

What’s on offer

£/€1,000 learning fund 

Twice-yearly bonus (with part of it guaranteed) 

Uncapped Holiday 

Pension contribution scheme 

Private healthcare 

Hybrid Working 

Access to thousands of Udemy courses 

Invest via the Company Sharesave Scheme 

Wellbeing fund

About Flutter UK & Ireland 

We are Flutter UK & Ireland, part of the Global FTSE 100 Flutter Entertainment. Our division operates four of the most popular and trusted brands in the market: Sky Betting and Gaming, Tombola, Betfair and Paddy Power.

Together the Flutter UKI brands offer market-leading entertainment to millions of customers every single week Over the last couple of decades, they have all ridden the wave of digital betting with industry firsts like ‘cash-out’, ‘Request a Bet’, betting exchanges and free-to-play games like Soccer Saturday Super 6.

Working Here

Do you want to work somewhere extraordinary? From the people you spend your days with, to the ground-breaking projects, no two days will be the same. 

Our 7,000+ colleagues come together to form an expert, supportive community across technology, product, commercial, data, infrastructure, marketing, and a myriad of subject areas.

And the Values that guide us? Here they are:

Customer First, Always | Change The Game | Win Together | Free To Be Me

We’re proud of our 4 Values, they reflect what matters most to our people and will guide the decisions we make, represent what we believe in and support how we do things at Flutter UK & Ireland.

Find out more about how we co-created our Values with over 10,000+ insights from our people

We’re working to be an inclusive employer, and we encourage people from all backgrounds, ways of thinking and working to apply. Everyone brings different perspectives and experiences; you don't have to meet all the requirements listed to apply for this role. 

If you need any adjustments to make this role work for you let us know, and we’ll see how we can accommodate them.

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