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- Tasks: Support players with safer gambling tools and ensure a fun gaming environment.
- Company: Join tombola, a leader in responsible gaming, dedicated to player well-being.
- Benefits: Enjoy competitive salary, private healthcare, pension, and career growth opportunities.
- Why this job: Make a real impact on player safety while developing valuable skills in a supportive team.
- Qualifications: Customer service experience is essential; no gambling industry experience required.
- Other info: Embrace a culture of inclusivity and celebrate diverse backgrounds.
The predicted salary is between 30000 - 42000 £ per year.
Remote (North East based)
About the Role
Are you ready to make a real difference to player well-being while building your career? If you’ve got customer service experience – especially supporting vulnerable customers in a regulated industry – and thrive where empathy, attention to detail and good judgement matter most, this could be the role for you. Safer gambling is at the heart of what we do at tombola. Our Safeplay team helps players enjoy our games responsibly, and we’re now looking for Safeplay Advisors to join us. You’ll be part of a supportive team that cares as much about each other as we do about our players. In return, you’ll have the chance to grow your skills, learn from industry experts, and play a key role in shaping how we look after our players. It’s an opportunity to develop expertise in a vital area of our business, protecting players and promoting positive play.
What You\’ll Be Doing Day-to-Day
As a Safeplay Advisor, you’ll be the friendly voice on the other end of the phone, chat or email – helping our players understand their play, use our safer gambling tools, and making sure tombola stays a safe and fun place for everyone. You’ll spend your time:
- Reviewing player accounts and spotting patterns that might suggest potential harm
- Having open and supportive conversations with players, showing empathy and keeping things clear
- Supporting players with affordability checks and safer gambling tools
- Taking on escalations from our Customer Support team and making quick, balanced decisions
- Keeping accurate notes so we’ve always got a clear picture of the support we’ve given
- Staying up to date with safer gambling best practice and sharing your knowledge with the team
What We’re Looking for in You
You don’t need gambling industry experience – we’ll give you full training – but you will need to bring:
- Strong experience in a customer service role, ideally in a contact centre or similar setting, with a focus on supporting vulnerable customers
- Confidence to chat over the phone or online about sensitive topics, with empathy and understanding
- Confidence in making decisions based on the assessment of risk
- Strong attention to detail and analytical skills – spotting trends, making fair decisions, and documenting everything clearly
- The ability to juggle multiple conversations and tasks, while staying calm under pressure
- A genuine passion for doing the right thing and supporting people
Why you’ll love it here
We’ll give you loads of training and support, plus the chance to work alongside some of the most passionate people in the industry. You’ll also get:
- Competitive salary and bonus scheme
- Private healthcare and pension
- Opportunities to grow your career and develop your skills
- Home setup contribution
- A unique culture that puts people first – players and teams alike
- Check out all our benefits.
If you’re ready to make a real difference and help keep our players safe while they enjoy our games, we’d love to hear from you. At tombola, we know that our differences make us stronger and that thinking differently is key to long-term success. We work hard to create a culture of inclusivity where everyone can celebrate our Free to be me value. We are committed to creating opportunities for everyone here at tombola, and we welcome applications from all backgrounds and encourage individuals to apply, even if you don’t meet every requirement.
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Safeplay Advisor – Safer Gambling Customer Experience · Sunderland, UK · employer: Tombola
Contact Detail:
Tombola Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Safeplay Advisor – Safer Gambling Customer Experience · Sunderland, UK ·
✨Tip Number 1
Familiarise yourself with safer gambling practices and tools. Understanding the resources available to players will not only help you in conversations but also demonstrate your commitment to player well-being during interviews.
✨Tip Number 2
Practice your communication skills, especially around sensitive topics. Role-playing scenarios with friends or family can help you feel more comfortable discussing potentially difficult subjects with empathy and clarity.
✨Tip Number 3
Research the company culture at tombola. Knowing their values and how they prioritise player safety will allow you to align your responses and show that you’re a great fit for their team.
✨Tip Number 4
Network with current or former employees if possible. They can provide insights into the role and the team dynamics, which can be invaluable when preparing for your interview.
We think you need these skills to ace Safeplay Advisor – Safer Gambling Customer Experience · Sunderland, UK ·
Some tips for your application 🫡
Understand the Role: Read the job description carefully to understand the responsibilities and requirements of a Safeplay Advisor. Highlight your relevant customer service experience, especially in supporting vulnerable customers.
Tailor Your CV: Customise your CV to reflect the skills and experiences that align with the role. Emphasise your attention to detail, empathy, and ability to handle sensitive conversations, as these are crucial for this position.
Craft a Compelling Cover Letter: Write a cover letter that showcases your passion for safer gambling and your commitment to player well-being. Use specific examples from your past experiences to demonstrate how you meet the job requirements.
Proofread Your Application: Before submitting, thoroughly proofread your application materials. Check for spelling and grammatical errors, and ensure that all information is clear and concise. A polished application reflects your attention to detail.
How to prepare for a job interview at Tombola
✨Show Empathy and Understanding
As a Safeplay Advisor, you'll be dealing with sensitive topics. Make sure to demonstrate your ability to empathise with customers during the interview. Share examples from your past experiences where you successfully supported vulnerable customers.
✨Highlight Your Attention to Detail
This role requires strong analytical skills and attention to detail. Be prepared to discuss how you've spotted trends or patterns in previous roles and how that led to positive outcomes for customers.
✨Demonstrate Decision-Making Skills
You'll need to make quick, balanced decisions based on risk assessment. Prepare to talk about situations where you had to make tough decisions and how you approached them, ensuring you convey your thought process clearly.
✨Prepare for Role-Playing Scenarios
Since the job involves direct communication with players, practice role-playing scenarios where you handle customer inquiries or concerns. This will help you feel more confident and showcase your communication skills during the interview.
