Responsible Gambling Officer

Searchandselect; Douglas; On-site; GBP 26,000 - 38,000; Full time

Job summary

Searchandselect is seeking a Responsible Gambling Officer to join their Isle of Man team. The role focuses on analysing customer behaviours, identifying high-risk activity and supporting responsible gambling initiatives.

You will conduct investigations, perform affordability checks, and liaise with customers via email, live chat or phone, ensuring compliance with AML and CFT requirements while maintaining documentation.

Qualifications

• Minimum 5 GCSEs including Maths and English at grade C or above.
• Experience in a responsible gambling, risk, regulation or compliance role desirable; full training provided.
• Strong analytical skills and organisational ability to balance workload and meet deadlines.
• Ability to learn governance, policy and management practices and relevant regulatory legislation.
• Fluent English, written and verbal; proactive and able to work independently as part of a team.

Responsibilities

• Conduct in-depth analysis of customer behaviours and activity.
• Identify and escalate high risk accounts at the earliest opportunity.
• Prevent and detect multi-accounting.
• Responsible Gambling investigations - contacting customers to support responsible gambling.
• Discussing customer account behaviours and facilities to help customers stay in control; contact via email, live-chat or telephone.
• Perform affordability testing.
• Conduct Enhanced Customer Due Diligence on members escalated from the team for AML/CFT purposes.
• Resolve customer queries and requests and maintain timely documentation.

Skills

Analytical skills

Organisational skills

Communication skills

Attention to detail

Independent working

Education

GCSEs including Maths and English

Tools

Microsoft Word

Microsoft Excel

PowerPoint

Job description

Our client seeks a Responsible Gambling Officer to join their team.

Role Profile:

• Conducting in depth analysis of customer behaviours and activity.
• Identifying and escalating high risk accounts at the earliest opportunity.
• Prevent and detect multi-accounting.
• Responsible Gambling Investigations - Conducting contact with customers to help ensure that they are gambling responsibly.
• Discussing both customer account behaviours and the facilities we provide to help customers stay in control. Contact with customers may be via email, Live-Chat or telephone.
• Affordability Testing.
• Performing Enhanced Customer Due Diligence on members in line with AML and CFT requirements when escalated from the Member Support/Operational team.
• Resolution of customer queries and requests.
• Resolution of any escalated customer queries and requests, escalated from the Member Support/Operational team.
• Maintaining proper documentation and record keeping on a timely basis.

Key Skills and Experience:

• Minimum 5 GCSE's to include Maths and English at grade C or above.
• Experience working in a responsible gambling, risk, regulation, compliance type role desirable however full training will be provided.
• Strong analytical skills along with organisational skills are essential in order to balance workload and meet deadlines.
• Ability to learn and understand, Governance and compliance philosophies, policy and management practices.
• Ability to learn and take on knowledge of Isle of Man Gambling Supervision Commission and United Kingdom Gambling Commission's and Jersey Gambling Commission legislation.
• Innovative and strategic thinking.
• Well-developed communication skills with the ability to communicate effectively with difficult customers.
• Microsoft Office applications (Word, Excel, PowerPoint).
• Sound interpersonal and negotiation skills.
• One year's relevant experience in a similar Compliance role is preferable but not essential as full training will be provided.
• Fluent English communication skills - written and verbal.
• Proactive. - Ability to work independently and on own initiative but at the same time as part of a team.
• Ability to work unsociable hours covering evening and weekends.
• Methodical and well organised.
• Ability to prioritise and multi-task.
• Excellent attention to detail.
• Clearly demonstrates a 'can-do' attitude which successfully overcomes barriers.
• Ability to provide accurate information within tight timescales.
• Ethical, high integrity, professional, responsible and accountable.

The Responsible Gambling team work under shift-rota patterns, therefore the candidate must have the ability to cover, as required, evening and weekend working including bank holidays, to the equivalent of 35 hour per week over 5 days

Quote job ref: 16864