About the role
Overview:
As our team continues to grow, we are seeking a part-time Safer Gambling Agent to strengthen our responsible gambling initiatives. This role will be responsible for ensuring compliance with regulatory requirements, promoting player protection, and developing strategies that support a safe and responsible gaming environment. The ideal candidate will have strong knowledge of safer gambling practices, regulatory frameworks, and customer risk management, along with the ability to collaborate across teams to drive a culture of responsible gaming throughout the organisation.
This is a remote, part-time role, requiring work 3 nights per week from 10pm - 6am. The role requires a dedicated home workspace and undivided attention throughout each shift. This is a busy, hands-on role and cannot be performed alongside other responsibilities.
Summary of the position:
We are seeking an enthusiastic and detail-oriented individual who works well both independently and as part of a team. This role will sit within the Safer Gambling Team, supporting the effective day-to-day delivery of our safer gambling policies, procedures, and customer protection initiatives under the guidance of the Safer Gambling Manager.
The successful candidate will be a confident and empathetic communicator, capable of engaging with customers sensitively on responsible gambling matters and conveying regulatory requirements clearly. They will handle customer interactions professionally, assess customer risk indicators, and take appropriate action in line with internal procedures and regulatory obligations.
A key part of this role is the delivery of high-quality, empathetic customer interactions, ensuring that customers who may be experiencing gambling-related harm are identified early, engaged with appropriately, and supported in line with regulatory expectations and QuinnBet's safer gambling framework.
Key Responsibilities:
Implement safer gambling policies and procedures in line with regulatory expectations and internal procedures
Maintain compliance with UKGC, Irish, and Gibraltar frameworks in all customer-facing activity
Conduct proactive and reactive customer interactions to identify and act on behavioural, affordability, and financial risk indicators
Review customer accounts and activity to identify patterns of concern, applying appropriate interventions including deposit limits, cooling-off periods, self-exclusion referrals, and GAMSTOP signposting
Complete affordability assessments and responsible gambling interactions in line with UKGC financial risk thresholds, escalating to the Safer Gambling Manager or Team Lead where enhanced review is required
Handle customer contacts relating to safer gambling, responsible gaming concerns, and self-exclusion requests in a professional, non-judgmental, and empathetic manner
Support the handling and resolution of safer gambling-related customer queries and complaints, escalating to the Safer Gambling Manager or team lead where appropriate
Maintain accurate and complete case records in the case management system, ensuring all customer interactions are documented with a recorded outcome, rational and next action
Receive quality assurance feedback from the Quality team and act on it promptly, working with the Safer Gambling Manager and Team lead to develop and improve performance
Support onboarding and continuous training by sharing knowledge and contributing to a consistent team approach
Support internal audits, regulatory reviews, and licensing requirements by maintaining audit-ready case files and documentation
Education and Experience Required.
A minimum of one year's experience in a related role, preferably in the gaming, financial services, or customer-facing compliance sector
Demonstrable understanding of UKGC safer gambling regulations, guidance, and expectations, or a willingness to develop this knowledge rapidly
Strong organisational skills and the ability to prioritise and deliver in a fast-paced and dynamic environment with a high degree of personal accountability, integrity, and trust
Strong attention to detail and the ability to assess customer risk indicators and apply sound, consistent judgment
High level of integrity, accountability, and discretion when handling sensitive customer information
Recognised relevant qualification is desirable; the company will support further certification if required
Excellent written and verbal communication skills in fluent English
What We Offer
Competitive renumeration
Ongoing professional development and training support
Opportunity to shape the Safer Gambling culture in a fast-growing, values-driven company
Support in obtaining relevant certifications and qualifications
Originally posted on Himalayas