Safer Gambling Specialist

Sportsbet Pty Ltd; Melbourne; Sur place; AUD 90 000 - 120 000; Plein temps

Avantages offerts par ce poste

Annual leave 25 days

Hybrid working policy

Parental leave scheme

Hack Days

Career development programs

Concierge service (on site)

Résumé du poste

Sportsbet Pty Ltd, based in Melbourne, is seeking a Safer Gambling Specialist to protect customer wellbeing by identifying gambling-related risk and delivering timely support. This full-time role operates on a rotating roster from our Melbourne office, handling customer interactions and complex cases with care, judgement, and regulatory compliance.

You will assess risk, lead sensitive conversations, manage cases through to resolution and collaborate across teams to continually improve safety

Qualifications

• Frontline customer-facing experience in a high-volume, fast-paced environment.
• Strong written and verbal communication skills, including navigating complex or emotionally sensitive conversations.
• Critical-thinking and problem-solving skills with the ability to make sound decisions in real time.
• Strong organisation and attention to detail, with the ability to manage competing priorities and maintain accurate case records.
• Knowledge of regulatory obligations and Safer Gambling frameworks, plus confidence using CRM or case-management systems.

Responsabilités

• Assess alerts, referrals, customer contacts and proactive reviews to identify risk and determine safeguards.
• Lead sensitive inbound and outbound conversations, helping customers understand tools and support available.
• Manage a portfolio of Safer Gambling cases from assessment to resolution, prioritising against service levels.
• Maintain accurate case notes, risk assessments and regulatory records in Salesforce and supporting systems.
• Partner with teams across the business to improve processes, tools, workflows and customer outcomes.

Connaissances

Customer-facing

Communication

Critical thinking

Regulatory knowledge

Organisation

CRM systems

Outils

Salesforce

Description du poste

About Us

At Sportsbet, we’re united behind our purpose to Bring Excitement to Life for over 2.4 million customers. We do this by delivering fun, challenging the status quo, and living our values. As part of the global Flutter Group, we’re a major player internationally—but in Melbourne, Sydney and Darwin, we’re a tight‑knit team of 1,300+ teammates (with over half in Tech & Data Science). Our commitment to responsible gambling is genuine and demonstrated through the wide range of responsible gambling initiatives and tools. We’re proud to be the leaders in responsible gambling in our industry, not just locally, but globally.

We are one of the top workplaces for Women through WORK180. WORK180 is a leading platform that independently assesses employers on policies, benefits and practices that support women and underrepresented groups at work. We remain committed to making Sportsbet the best place to work and encourage you to explore our employer profile on the WORK180 website to learn more about what we offer.

About the Role

As a Safer Gambling Specialist, you’ll help protect customer wellbeing by identifying gambling‑related risk and delivering timely, proportionate support. Working full‑time on a rotating roster from our Melbourne office, you’ll manage customer interactions and complex cases while balancing customer care, sound judgement and regulatory compliance.

Responsibilities

• Assess alerts, referrals, customer contacts and proactive reviews to identify risk and determine appropriate safeguards.
• Lead sensitive inbound and outbound conversations, helping customers understand the tools and support available to them.
• Manage a portfolio of Safer Gambling cases from assessment through to resolution, prioritising work against service levels.
• Maintain accurate case notes, risk assessments and regulatory records in Salesforce and supporting systems.
• Partner with teams across the business and contribute to better processes, tools, workflows and customer outcomes.

About You

You’re a resilient, customer‑first thinker who cares about improving customer safety and wellbeing. You remain professional and empathetic during challenging conversations, use evidence to make confident decisions and take accountability for delivering quality outcomes. Adaptable and collaborative, you’re also keen to learn, share knowledge and find smarter ways of working.

What You Will Bring

• Frontline customer‑facing experience in a high‑volume, fast‑paced environment.
• Strong written and verbal communication skills, including the ability to navigate complex or emotionally sensitive conversations.
• Critical‑thinking, behavioural‑assessment and problem‑solving skills, with the confidence to make sound decisions in real time.
• Strong organisation and attention to detail, with the ability to manage competing priorities and maintain accurate case records.
• The ability to learn and apply regulatory obligations and Safer Gambling frameworks, supported by confidence using CRM or case‑management systems.

The Perks

We work hard and play hard, so along with a competitive salary and generous performance‑based bonus for permanent staff members, here’s some of our other perks:

• 25 days annual leave (that’s right, an additional week’s leave!)

• Hybrid working policy (Monday and Friday from home) and a $1,050 home office allowance for new starters.

• Industry leading Parental Leave support program with 26 weeks paid leave for Primary Carers and no wait time. We also have a progressive return to work benefit for your first 6 months back: come back for 3 days, get paid for 4; come back for 4 days, get paid for 5.

• Hack Days - where your creativity and collaborative ideas lead to exciting new ideas and projects for our customers.

• Access to outstanding career development programs, including expert-led internal training and external learning opportunities (staff allowance for personal development)

• Weekly concierge service including free massages and nail appointments – all onsite in our Melbourne office!

• Free breakfast, daily fresh fruit and weekly rotating socials, from Thursday office drinks to fun team events

• End of trip facilities with onsite table tennis and pool tables

• Discounted health insurance and free flu jabs yearly.

Our Focus on Diversity, Equity & Inclusion

We don’t just support diversity – we celebrate it! This is a workplace where you can thrive and feel safe to bring your whole authentic self to work.

We’re an inclusive employer who welcomes you for who you are, as you are – so, if you require adjustments to the recruitment process, please let us know in your application. We also know flex means different things to different people, so let us know how we can support you to be your best.

If you think you’d be a great fit but don’t necessarily meet everything in the job description, please still get in touch.