Safeplay Advisor – Safer Gambling in Sunderland

Working Hours: The role offers flexible hours to support our team and players across days, evenings, nights, and weekends. Eligible candidates will be available for part‑time (20 hours per week, permanent and fixed‑term) or full‑time (40 hours per week, permanent and fixed‑term) commitments.

Remote (North East based): We are hiring for Safeplay Advisor roles that can operate remotely within the North East region.

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 ensuring 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.

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 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.