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Type: Contract
Salary: £ 24,000
Location: Woking


Our client are offering a salary up to £24k - This is a 12 month Fixed Term Contract
Shift Patterns – Working Monday-Friday, one week 8.00 a.m. to 4.30 p.m., one week 10.00 a.m. to 4.30 p.m. (working 1 weekend in 6)

  • 33 days holiday (including Bank Holidays)
  • Onlie Discount Site
  • Bonus Scheme (depending on company performance)
  • Life Assurance

Job Summary

Our client based in Woking are seeking a Senior Responsible Gambling Advisor who will be responsible for monitoring and reviewing account activity for new and existing customers to ensure that any signs of customer harm are identified and where appropriate, action is taken.  The job holder will also be responsible for the re-activation of accounts after a period of exclusion to ensure that the cusomter is back in control and aware of their options and responsibilities.

Job Description

  • Ensure that incoming requests for Timeouts or Self Exclusion are processed in an efficient and timely manner, carrying out database searches for related accounts and clearly marking up accounts for audit purposes
  • Check and confirm, where a customer requests account reactivation, that their initial (and any other) reasons for exclusion are no longer evident
  • Perform linked self-exclusion checks between retail and online account databases
  • Process RG complaints and associated resolution and reporting procedures in line with SLA
  • Work with Customer Services, Retail and VIP teams, supporting and classifying fringe cases
  • Proactively identify ‘at risk’ customers and ensure the right level of interaction is conducted
  • Handle escalated cases from Manila and provide QA on the work being done by the offshore team
  • Prioritise incoming messages and workload to meet SLAs for completing cases

Required Skills

  • To Degree level or equivalent qualifications or experience as outlined below.
  • Good understanding of RG trigger signs and ability to establish and qualify root causes to resolve issues
  • Thorough knowledge of customer tools available to help them manage their gambling activity
  • Good understanding of Gambling regulation and relevant provisions for the protection of vulnerable people
  • Ability to communicate sensitively and calmly with external customers, often where they may be distressed or angry
  • Experience of handling sensitive, confidential customer information
  • Ability to remain calm, tactful, respectful and unbiased
  • Knowledge of betting/gambling products and their relative potential for causing harm
  • Ability to work confidently as part of a small team
  • Self-motivated on own tasks
  • Demonstrable knowledge and experience of RG practices
  • Must be detail orientated and analytical
  • Ability to problem solve under pressure
  • Excellent communication skills
  • Practical application of policy directives
  • Proficient in MS Office – Word, Excel and PowerPoint