As a Safer Gambling Specialist, you’ll be trusted to step into meaningful, sometimes challenging conversations that genuinely change lives.

We’re investing heavily in our Safer Gambling capability and are entering an exciting new chapter, including a major transition to Salesforce to make case management smarter, faster and more human. This is your chance to be part of a team that leads with care, curiosity and courage.

About The Role

At the heart of this role is connection. You’ll be assessing customer betting behaviour and deciding, thoughtfully and responsibly, what support is needed.

Your day-to-day will include:

• Monitoring account activity and alerts to identify potential risk behaviours
• Having empathetic, sometimes confronting phone conversations, asking the right questions at the right time
• Making informed decisions around Safer Gambling tools such as deposit limits, time-outs, account locks or permanent exclusions
• Maintaining exceptional documentation and data integrity in Salesforce
• Contributing to continuous improvement, helping shape better processes, clearer language and a more supportive customer experience
• Supporting internal compliance, including employee betting account management
• Partnering with Customer Sustainability to uplift alerts and test new safeguards

About You 

• Proven experience having difficult conversations over the phone, with the ability to remain calm, empathetic and clear, even when conversations feel confronting
• Exceptional communication skills, both verbal and written, with the ability to ask thoughtful questions, explain decisions clearly and document outcomes accurately
• Strong judgement and critical thinking, enabling you to assess complex situations, make considered decisions independently and know when to escalate or apply safeguards
• Confidence working in a high-volume, fast-paced environment, balancing care and compassion with efficiency, structure and attention to detail

The Perks