Vacancy Type:
Working Pattern:
5 days out of 7
23 (GVC)
About The Role

You will work collaboratively with both internal and external customers whilst promoting the Safer Gambling values and applying the operational procedures, policies and regulations effectively, to enable us to guide and advise best practice; and to protect the customer and company alike by limiting business risk and harm to the customer.

You will also be responsible for monitoring and reviewing account activity for new and existing customers to ensure that any signs of potential harmful behaviours are identified and where appropriate, action is taken. This may include complex escalations from the RG team based in Manila, Customer Services and VIP teams, as you will provide second line support to these teams.

Additional Information

Key Responsibilities

  • Reviewing information from a variety of sources to proactively  identify potential ‘at risk’ customers
  • Making informed decisions determining appropriate mitigation actions for any risk identified
  • Preparing and undertaking customer interactions, to address concerns of potential problem gambling with customers and to provide support to ensure the customer is gambling safely
  • Taking ownership of high-risk cases ensuring these are dealt with appropriately, whilst maintaining an excellent standard of customer service
  • Advising of any high-risk customers or areas within the business, identifying actions on how these risks should be managed
  • Reviewing quality and relevance of information recorded from interactions with customers
  • Complaint handling and  associated resolution in line with SLA
  • Where appropriate identify potential improvements in existing company policies relating to safer gambling, through a proactive approach to suggesting and implementing changes
  • Liaise regularly with the Digital AML, Digital VIP Teams, SOF Executives, Account Security Team and Retail RG/AML Teams; to ensure a fully holistic view of the customer’s gambling behaviour
  • Handling escalated cases and providing support to our offshore team
  • Prioritising incoming queries and daily tasks to meet the internal KPIs and customer facing SLAs
  • Assisting with proactively optimising, managing and maintaining an effective Quality and Assurance Process; to conduct regular QA both peer to peer and with the Manila team
  • Act as Subject Matter Expert (SME) in relation to the creation and maintenance of customer investigation reviews,  customer interactions, procedural documents and training literature
  • Any other duties commensurate to the post as designated by the RG Team Manager
Specialist Skills and Experience Required
  • Previous experience in either the gambling industry, or a similarly regulated market, is advantageous.
  • An understanding of the importance and impact of  legislative requirements is a must
  • Proven experience of detailed, exploratory and methodical working practices is required
  • Must be highly motivated, well organised an able to produce accurate and detailed information to a very high standard
  • Experience of handling sensitive, confidential customer information
  • Ability to remain calm, tactful, respectful and unbiased
  • Strong interpersonal skills and the ability to communicate clearly, effectively and empathetically with senior management, operational staff and customers
  • Ability to develop cross-functional relationships effectively
  • Ability to work as a team, as well as independently
  • The ability to provide oversight and direction to other less experienced, through coaching and feedback in an effective manner in relation to safer gambling practices
  • Proficient in MS Office – strong knowledge of Microsoft Excel (i.e. pivot tables, formulas) preferred.
  • Must be able to work to strict deadlines and prioritise issues
  • Excellent writing skills including composition & language, ensuring clarity and required impact in all written communications  
  •  To Degree level or equivalent qualifications and/or experience which maps to the role 
About The Company
As a global employer, GVC is committed to providing a motivating and inclusive workplace. We are a multicultural business that values, celebrates and respects individual differences, so whatever your sexuality, gender, gender identity, ability, age, race, religion or belief, we want to hear from you. Our diverse internal networks provide the support for you to Get Involved in GVC life and for you to support others to Do What’s Right, all For The Good Of Entertainment.

Our Culture As Real As It gets

At GVC we're a diverse team, sharing a commitment to quality and success

Whether you're playing a key role in your local community as part of our retail team, or working out the next big gaming trends in our digital team, you'll enjoy a culture and a benefits package that we're extremely proud of.