Safer Gambling Executive

Grosvenor Casinos Limited; Ceuta; Presencial; EUR 30.000 - 50.000; Jornada completa

Descripción de la vacante

A leading gaming company in Ceuta seeks a Safer Gambling Executive to support day-to-day safer gambling activities, ensuring compliance and customer protection. Responsibilities include reviewing flagged accounts, monitoring alerts, and interacting with customers professionally. Candidates should have experience in customer-facing roles, an interest in compliance, strong attention to detail, and organizational skills. The role offers excellent salary and benefits, along with opportunities for growth and development.

Servicios

Hybrid working

Development opportunities

Wellbeing support networks

Formación

• Experience in a customer-facing or operational environment.
• Interest in compliance and responsible gambling topics.
• Strong attention to detail and ability to follow procedures.

Responsabilidades

• Review customer accounts flagged for safer gambling concerns.
• Monitor alerts and take appropriate action.
• Communicate with customers regarding safer gambling practices.

Conocimientos

Customer interaction

Attention to detail

Organisational skills

Computer literacy

Herramientas

Salesforce

Zendesk

Descripción del empleo

Job Description

The Safer Gambling Executive supports the day-to-day operational delivery of safer gambling activities. The role focuses on executing reviews, monitoring alerts, maintaining accurate records, and interacting with customers under guidance, ensuring that safer gambling policies and procedures are consistently applied.

This role within the Safer Gambling function is designed to build experience in customer protection, regulatory compliance, and responsible gambling practices, with clear progression toward an Analyst position.

Monitoring & Case Handling

• Review customer accounts flagged for safer gambling concerns, following established procedures and guidance.
• Monitor alerts generated by systems or Customer Support and take appropriate action within defined thresholds.
• Escalate complex or high-risk cases to Analysts or Senior team members when required.

Documentation & Record Keeping

• Maintain clear, accurate, and well-organised case notes to ensure full auditability and management visibility.
• Ensure all actions taken are properly recorded in CRM and internal tools.

Customer Interaction

• Communicate with customers regarding safer gambling interactions in a clear, supportive, and professional manner.
• Promote responsible gambling behaviours and provide appropriate tools and information to customers.

Operational Support

• Support the Safer Gambling team with daily operational tasks and workload management.
• Assist in preparing information for account reviews, audits, or regulatory requests.

Cross-Team Collaboration

• Work closely with Customer Support, Fraud, and AML teams to ensure a consistent and joined-up approach to customer protection.
• Follow guidance from Analysts when coordinating actions across teams.

Compliance & Procedures

• Adhere strictly to safer gambling policies, procedures, and regulatory requirements.
• Apply procedures consistently and flag any gaps, issues, or inconsistencies to senior team members.

Training & Development

• Participate in safer gambling training sessions and ongoing learning initiatives.
• Support training activities where required, such as testing materials or sharing operational feedback.

Continuous Improvement

• Identify recurring issues or trends during day-to-day work and feed observations back to Analysts or management.
• Contribute ideas for improving workflows, templates, or operational efficiency.

Ad-Hoc Duties

• Carry out additional tasks as requested to support the effective running of the Safer Gambling function.

Qualifications

• Experience working in a customer-facing or operational environment
• Interest in regulatory, compliance, or responsible gambling topics
• Strong attention to detail and ability to follow defined procedures
• Good organisational and time management skills
• Computer literate (Outlook, Word, Excel, internal systems)
• Experience with Salesforce, Zendesk, or similar CRM tools is desirable but not essential

Personal Qualities

• Commitment to Customer Protection: Demonstrates empathy and responsibility when dealing with sensitive situations
• Reliability & Accuracy: Takes ownership of tasks and maintains high standards of record keeping
• Communication Skills: Able to communicate clearly and professionally with customers and colleagues
• Willingness to Learn: Open to feedback and keen to develop within the Safer Gambling function
• Team Player: Works collaboratively and supports colleagues during busy periods

Additional Information

You’re probably wondering outside of a fun, exciting and varied role – what else do you get? You’ll get a fantastic salary combined with some leading benefits. Wellbeing@Rank is important to us too… From hybrid working and colleague support networks to menopause support and weekly PepTalks, we’re here for you.

We’ll also invest in your growth by providing development opportunities, leadership training and cutting-edge industry certifications so you have the tools and resources to help you work, win and grow with us.

Immerse yourself in new cultures and gain international exposure through our global business. Collaborate with colleagues from around the globe.

The Rank Group are committed to being an inclusive employer, ensuring that we better understand and meet the needs and requirements of our candidates and customers.

We aim to do this by facilitating fair and equal access to our services. If you require a reasonable adjustment to be made, please reach out to let us know ahead of your interview.