Safer Gambling Agent (Part-time) in Leeds

Join to apply for the Safer Gambling Agent (Part-time) role at Flutter UK & Ireland. We’re looking for Safer Gambling Agents to join our Safer Gambling Team on a part-time basis. Joining the Safer Gambling Team means being part of a group that puts trust at the forefront. We are 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 will 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:

• 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.
• To be there exactly when customers need us most; evening, weekend, national holiday, and peak event shifts are a definite part of this role.
• This is a permanent, 20hr part time contract, working evenings and weekends. Weekday evening shifts start at 5pm (4hrs) and weekend shifts can fall anytime between 7am and 9pm (8hrs).
• Shifts will consist of either 3 x weekday evening shifts plus 1 weekend shift or 1 weekday evening shift plus 2 weekend shifts. This will be discussed at screening stage.
• Candidates must still be fully flexible to work any evening and weekend, as shift days may vary.
• You must be located within commutable distance to the office to accommodate office-based learning in our Leeds office and some shifts in the office too.
• We cannot approve any holiday during the training period, although this can be discussed on a case by case basis.

Training

• Training will be full time for the first 2 weeks (Mon - Fri, 9am - 5pm) followed by part time training - 3 x weekday evenings (virtual) and Saturdays (office based).
• Expected start date is 29th January 2026 (tech set up appointment to collect your equipment from the office). Office Induction starts on the 2nd February.

We will be in touch with an initial HireVue assessment upon 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 FTE per annum.
• Hybrid working (some office presence required).
• £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.