Safer Gambling Advisor in Sunderland

Ready to make a real difference to player wellbeing? We’re growing our safeplay team and looking for brilliant people to join us this October, with our next intake starting on Monday 5th October. Whether you’re looking for part‑time or full‑time hours, we’ve got a mix of opportunities available:

• Part‑time – 20 hours per week
• Full‑time – 40 hours per week

We have both permanent and fixed‑term opportunities available, with offers based on performance throughout the recruitment process. Many colleagues who’ve joined us on an FTC have gone on to secure permanent roles when opportunities have become available. Safer gambling is at the heart of what we do at tombola, and our safeplay team plays a huge part in that.

As a safeplay Advisor, you’ll be there for our players when it really matters – spotting when someone may be at risk, having sensitive and meaningful conversations and making balanced decisions to help protect them from gambling‑related harm. You don’t need previous gambling industry experience. Bring us strong customer service experience, empathy, good judgement and the confidence to have difficult conversations, and we’ll give you the training and support to build your expertise from there.

A few things you need to know:

• Where will I be working? Once you're trained, this role is predominantly remote, but you’ll need to be based within a one‑hour commute of our Sunderland HQ. Before you get there, you’ll complete a six‑week training programme. Your first week will be fully onsite in Sunderland – a chance to meet the team, get to know tombola and start your training together. The following five weeks will be hybrid, with a mix of home and office‑based training. Once training is complete, you’ll move onto your agreed working pattern and work predominantly from home. We’ll still get together in Sunderland from time to time for things like team meetings, further training and development, so you’ll need to be able to travel in when needed and cover your own travel costs.
• What about training? Training runs Monday to Friday on full‑time 40‑hour weeks, typically 8am–4pm or 9am–5pm. If you’re joining us on a 20‑hour part‑time contract, you’ll still need to be available for the full 40 hours per week throughout the six‑week training programme. And importantly, you’ll be paid for all 40 hours you work during training. Attendance throughout the programme is essential, so unfortunately we can’t accommodate holidays during those first six weeks.
• What hours will I work? Safeplay is a 24/7 operation, so our working patterns cover days, evenings, nights and weekends. We have different shift patterns available within this intake, and we’ll be really clear about the hours attached to each opportunity as you move through the recruitment process.

As a safeplay Advisor, you’ll work with players who may be at risk of gambling‑related harm. You’ll need to spot signs of potential harm or vulnerability, understand individual circumstances and use the information available to assess risk. That means combining empathy with sound judgement – having sensitive conversations while also being confident enough to make decisions about the action and support needed to help protect a player.

Day‑to‑day, you’ll be:

• Reviewing player accounts and identifying behaviours or patterns that could indicate potential harm
• Having sensitive conversations with players by phone, chat and email
• Assessing risk and making balanced, confident player‑protection decisions
• Supporting players with affordability checks and appropriate safer gambling tools
• Taking escalations from our Customer Support team and deciding the right next steps
• Keeping clear and accurate records of conversations, decisions and actions
• Staying up to date with safer gambling best practice and sharing your knowledge with the team

Some conversations can be challenging and some decisions won't always be easy. Being able to stay calm, objective and empathetic while keeping player wellbeing at the heart of your decisions is a really important part of the role.

What are we looking for? You don’t need gambling industry experience – that’s what our training is for. What we do need is someone who brings:

• Strong customer service experience, ideally within a contact centre or similar environment
• Confidence having sensitive conversations and supporting people who may be vulnerable or going through difficult circumstances
• Empathy alongside the confidence to make decisions based on risk
• Strong attention to detail and analytical skills
• The ability to juggle different conversations and tasks while staying calm under pressure
• Resilience when dealing with challenging or sensitive situations
• A genuine passion for doing the right thing and supporting people

So, what happens after I apply? We want to get to know the person behind the application – and give you plenty of opportunity to work out whether safeplay and tombola feel right for you too. If your application is shortlisted, here's what happens next:

• A short HireVue video assessment
• A chat with our Talent Acquisition Partner
• Come and meet us!

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

Sound like something you’d be great at? If 5th October works for you, you can commit to the initial six weeks of full‑time, 40‑hour training and you want a role where you can genuinely make a difference to player wellbeing, we’d love to hear from you.