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- Tasks: Monitor player activity and support customers with gambling issues through calls and emails.
- Company: Join BVGroup, a leading brand in online sports betting and gaming, focused on innovation.
- Benefits: Enjoy flexible hours, a supportive team environment, and opportunities for personal growth.
- Why this job: Make a real impact by helping others while developing your skills in a dynamic industry.
- Qualifications: No specific qualifications required, but experience in safer gambling is a plus.
- Other info: Interviews are conversational; bring your questions and curiosity!
We are BVGroup a dynamic team that\’s shaping the future of online sport betting and gaming. We\’re dedicated to fostering a culture of innovation and excellence and as a leading global brand, we\’re committed to delivering top-tier products and services to our customers.
Purpose of the role:
Reporting to the Safer Gambling Team Leader, the Safer Gambling Officer will be responsible for identifying customers with gambling addiction or potential gambling problems. The role also involves interacting with customers to ensure they are aware of the safer gambling tools, as well as assessing customers affordability and vulnerability.
In addition, you will be ensuring the regulatory requirements and objectives are carried out along with company initiatives and objectives.
Key Responsibilities / Duties:
- Monitoring player activity and take preventative action if their behaviour is indicative that a problem exists.
- Carrying out customer interactions on email and telephone.
- Conducting calls that can be of a sensitive nature with some customers in difficult situations or have personal issues.
- Monitoring previously excluded customers attempting to access the facilities.
- Ensuring any disputes are resolved to licence guidelines fairly to both the customer and company.
- Following defined processes and procedures to monitor customer activity and interact accordingly.
- Conducting phone conversations with customers to ensure they understand the safer gambling tools available, where to find them and carry out affordability questions.
- Suggesting new systems to recognise unusual behaviour and identify potential problem gamblers and take steps to prevent any further losses.
- Ensuring all systems are functioning and working efficiently.
- Ensuring that all incoming queries are dealt with accurately and in a timely manner.
- Understanding of safer gambling and problem gambling behaviour and be able to recognise the signs that would indicate a customer has a gambling issue.
Key Working Relationships:
- Reporting directly to the Safer Gambling Team Leader.
- Key relationships with Safer Gambling Officers, Payments & Security Team, Contact Centre, Account Management Team and EDD team.
- Working closely with the Safer Gambling Team Leader to ensure consistent approach in work practices.
What you will need to succeed in this role:
- Flexible and reactive to change and able to cover a rota pattern to suit the needs of the business.
- Professional standard of English and the ability to create and update standard interactions.
- Previous experience of working in a Safer Gambling environment preferred.
- Good decision-making skills and an eye for detail.
- Able to work as part of a team and on your own initiative.
- Have an objective mind and be able to make on the spot decisions.
- Be able to handle pressure.
- Confident at proposing new ideas and in a continuous improvement environment.
- Able to carry out difficult calls requiring empathy and the ability to ask direct questions without embarrassment.
How we hire:
Our interviews are a two-way process, and we want you to have the time and opportunity to get to know us, as much as we are getting know you! Our interviews are conversational, and we want to get the best from you, so come at us with questions and be curious.
In the event that we receive sufficient applications for the role this vacancy may be subject to early closure. Therefore, if you are interested, please submit your application as early as possible.
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Safer Gambling Officer (Part-time) employer: BVGroup
Contact Detail:
BVGroup Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Safer Gambling Officer (Part-time)
✨Tip Number 1
Familiarise yourself with the latest trends and regulations in safer gambling. Understanding the current landscape will not only help you in interviews but also show your genuine interest in the role.
✨Tip Number 2
Prepare to discuss real-life scenarios where you've had to handle sensitive situations or make tough decisions. This will demonstrate your ability to manage the emotional aspects of the role effectively.
✨Tip Number 3
Engage with online communities or forums related to safer gambling. This can provide insights into common issues faced by customers and help you articulate your understanding during the interview.
✨Tip Number 4
Be ready to showcase your problem-solving skills. Think of examples where you've identified unusual behaviour or proposed improvements, as this aligns with the company's focus on continuous improvement.
We think you need these skills to ace Safer Gambling Officer (Part-time)
Some tips for your application 🫡
Understand the Role: Before applying, make sure you fully understand the responsibilities of a Safer Gambling Officer. Familiarise yourself with the key duties and the skills required, such as monitoring player activity and conducting sensitive customer interactions.
Tailor Your CV: Highlight relevant experience in your CV, especially any previous roles in safer gambling environments. Emphasise your decision-making skills, attention to detail, and ability to handle pressure, as these are crucial for this position.
Craft a Strong Cover Letter: Write a cover letter that showcases your understanding of safer gambling practices. Mention specific examples of how you've handled difficult situations or proposed improvements in past roles to demonstrate your proactive approach.
Prepare for the Interview: Since the interview process is conversational, prepare thoughtful questions about the company and the role. Be ready to discuss your experiences and how they relate to the responsibilities of the Safer Gambling Officer.
How to prepare for a job interview at BVGroup
✨Understand Safer Gambling Principles
Make sure you have a solid grasp of safer gambling principles and the signs of problem gambling. This knowledge will not only help you answer questions confidently but also demonstrate your commitment to the role.
✨Prepare for Sensitive Conversations
Since the role involves handling sensitive situations, practice how you would approach difficult conversations. Think about how to ask direct questions with empathy, as this will be crucial in your interactions with customers.
✨Showcase Your Decision-Making Skills
Be ready to discuss examples from your past experiences where you had to make quick decisions under pressure. Highlighting your ability to assess situations and act accordingly will show that you can handle the demands of the role.
✨Ask Thoughtful Questions
Remember, interviews are a two-way street! Prepare some insightful questions about the company culture, team dynamics, and the specific challenges faced by the Safer Gambling Team. This shows your genuine interest in the position and helps you gauge if it's the right fit for you.
