Job Type: Permanent
Job ID: 167881
Our client a rapidly growing organisation in Newcastle are looking to add a Safer Gambling Executive’ to their existing team.
The Safer Gambling team is a key driver in their strategy to deliver the safest and greatest online gaming experience. The overall aim of this team is to conduct interactions with customers that could potentially pose a risk to themselves with their gambling.
The right candidate will be a strong communicator and have a keen eye for detail. You will be confident at making decisions that give the customer a fulfilling experience but consistently ensuring they meet regulatory requirements. As a business they pride themselves in their unique working environment that encourages self-driven employees, so you will need to be courageous and not afraid to challenge the norm.
You will be having regular, meaningful and successful contact with customers through various channels. Interacting with customers via email, chat and phone.
You will be monitoring player behaviour by observing live screens and making risk based, independent decisions
You will be responding to concerns raised by other customer facing teams and sometimes joining conversations that are already taking place with a customer
You will coach colleagues in other customer facing teams to help them make informed decisions and ensure they are safeguarding players as well as protecting brand reputation
You will be educating and providing information to colleagues from various departments regarding Safer Gambling strategies and procedures
Keep up to speed with regulatory requirements and process changes, which will affect their customers to ensure good decision making
This role is based at their welcoming office in Newcastle and you will be working a rotational shift pattern that will vary between daytime, evening and night shifts.
Experience of working within a multi-channel customer service environment
Enthusiastic; self-motivated team worker.
An investigative mindset and critical thinker
A decision maker with the ability to handle objections or concerns with first-time resolution.
Ability to understand and interpret information from a range of data sources to make well-judged evidence-based decisions
Quick thinker and adaptive to new scenarios
They offer a competitive starting salary of £22,000 per year, full private health care, mobile phone for work and personal use and a competitive company pension scheme.
The successful candidate for this role will be subject to complete a full DBS check and must be eligible to work in the United Kingdom. The interview process for this role will be a group-based assessment.