Safer Gambling Agent in Leeds

We're looking for Safer Gambling Agents to join our Safer Gambling Team at Flutter UK & Ireland. Joining the Safer Gambling Team means being part of a group that puts trust at the forefront. We're dedicated to helping each other and making sure our customers use our products safely and responsibly. As a team, we prioritise doing what's right. Full training will be provided to ensure you are set up for success.

As a Safer Gambling Agent, you'll play a crucial role in managing against our Safer Gambling Customer Policy. This involves having meaningful conversations with our most vulnerable customers. There's also potential to work with three of our brands: Paddy Power, Betfair, and Sky Betting & Gaming.

What you'll do:

• Handle incoming contacts from customers looking to discuss their restrictions or remove self-exclusion, using our Safer Gambling (SG) framework for open and productive conversations.
• Become an expert in safer gambling practices.
• Respond promptly and effectively to incoming customer contacts via live chat and/or phone.
• Use our existing protocols for customers flagged for SG concerns to ensure impactful conversations and take necessary interventions.
• Contribute to improving the overall safer gambling experience for our customers.

How you'll do it:

• Experience using or willing to adapt to working with different communication channels and products including live chat, phone and email.
• A passion for great customer service and commitment to supporting our customers including those who may be vulnerable.
• Previous experience in customer-facing roles, with a track record of problem-solving and multitasking while prioritising risk management.
• Excellent written and verbal communication skills in English.
• Preferable to have previous experience with risk management in customer-facing roles or regulated industries.
• Competent with IT systems and applications.
• Strong analytical skills and attention to detail.
• Ability to process information effectively and present findings clearly and concisely.
• Manage multiple tasks simultaneously and take proactive control of your workload.

Please ensure you are happy with and able to commit to the following before you apply:

• Shifts may fall anytime between 07:00 and 23:00 UK time.
• We are a customer-facing team dedicated to safer gambling, acting the moment our safety controls are triggered to protect customers from gambling-related harm.
• Evening, weekend, national holiday, and peak event shifts are a definite part of this role.
• You must be located within commutable distance to the office to accommodate 6 weeks of office-based learning in our Leeds office.
• We cannot approve any holiday during the training period.

Expected start date is 7th May 2026 (tech set up appointment to collect your equipment from the office). Induction starts on the 11th May. We will be in touch with an initial HireVue assessment upon reviewing your application. Please check your junk mail in the event this does not appear in your inbox.

What's on offer:

• A salary of £26,750 per annum
• Flexible ways of working (minimum of 1-2 days per week in the office)
• £1,000 learning fund
• Twice-yearly bonus (with part of it guaranteed)
• Pension contribution scheme
• Private healthcare
• Access to thousands of Udemy courses
• Invest via the Company Sharesave Scheme
• 16 hours paid volunteering time per year
• Uncapped holiday

We’re working to be an inclusive employer. We encourage people from all backgrounds, ways of thinking and working to apply. Everyone brings different perspectives and experiences; you don’t have to meet all the requirements listed to apply for this role. If you need any adjustments to make this role work for you let us know, and we’ll see how we can accommodate them.