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About The Role

Role Purpose:

Working within the Responsible Gambling Department, you will be accountable for ensuring we are protecting our customers and the company whilst meeting all regulatory requirements under the Harm Minimisation guidelines.

One of the key pillars of Gambling regulation is protection of the vulnerable, an obligation that Gala Coral takes very seriously. The company is committed to providing customers with a full suite of tools to help those who feel it necessary to impose limits on their gambling activity.  Whilst all customer facing staff are trained in the basics to detect and interact with customers exhibiting warning triggers, when such behaviours are identified the responsibility passes to the RG team to complete a set of processes to ensure that both customer and company are protected as fully as possible.

Key responsibilities

  • 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 customer request account reactivation or reopen, that their initial (and any other) reasons for exclusion are no longer evident and that the customer is back in control and aware of their options and responsibilities
  • Perform linked self-exclusion checks across brands and between retail and online account databases
  • Send out forms for customers requesting self-exclusion (where not processed directly by CS) and process returned forms
  • Work with Customer Services, Retailand VIP teams supporting and classifying fringe cases
  • Produce regular reports showing team activity and status against set KPI’s.
  • Prioritise incoming messages and workload to meet SLAs for completing cases
  • Ensure that you are fully up to speed and Regulations/Rules/Process/Procedures.
  • Prioritise tasks to adjust to the influx of work whilst keeping within SLAs and KPIs
  • Communicate effectively and diplomatically with customers at all times
  • Maintain open and transparent communication within the team
  • Proactively escalate any issues that would affect customer access and implementation of the RG Tools
  • Maintain a Quality & Assurance score that meets and exceeds department KPI for each period outlined in the annual objectives
  • Perform any other duties as assigned and required
Qualifications and Educational Requirements
  • Must possess a High School Diploma, Vocational Diploma / Short Course Certificate, Bachelor’s Degree, any field.
Specialist Skills and Experience Required
  • Experience gained into a Payments position or in a client administration role – a must
  • Fluent in English – written and spoken to an excellent standard – a must
  • Online gaming support centre experience – an advantage
  • Strong knowledge of Playtech IMS Back-Office system – an advantage
  • Sound knowledge of different payment methods
  • Strong analytical skills and detail oriented, whilst maintaining quality and accuracy
  • Excellent analytical, problem solving, and time management skills
  • Highest work standards with a strong service orientation - a "client first" culture
  • Ability to be self-motivated, organised and work flexibly in a time pressured environment
  • A great attitude and desire to help our customers
  • Reliable with a strong work ethic
  • A flexible approach to work schedules and shift patterns
  • Able to react to company needs
  • Common sense
  • A proactive and ‘can do’ approach
  • Confidence to interact with customers through a variety of communication methods including (but not limited to) email and live chat
  • Can work independently and within a team
  • A winning mentality
  • Quality of service and going the extra mile is at the heart of your service approach