Safer Gambling Advisor

Tombola; Sunderland; Hybrid; GBP 23,000 - 34,000; Full time

Benefits offered by this job

Competitive salary

Bonus scheme

Private healthcare

Pension

Home setup contribution

Career development

Job summary

tombola is hiring a safeplay Advisor to protect players from gambling-related harm. After a six-week training program, you’ll move to a hybrid pattern with most work from home and occasional Sunderland travel. The intake includes both full-time 40-hour and part-time 20-hour contracts, with full onboarding and ongoing support.

You’ll be part of a supportive team within a dynamic, values-driven company. During training you’ll be paid for all 40 hours.

Qualifications

• Strong customer service experience, ideally in a contact centre or similar environment.
• Empathy and confidence to handle sensitive conversations.
• Ability to assess risk and make balanced decisions.
• Excellent attention to detail and resilience.

Responsibilities

• Review player accounts to identify behaviours that could indicate harm.
• Engage with players by phone, chat and email to discuss concerns.
• Assess risk and decide on appropriate player-protection actions.
• Support players with affordability checks and safer gambling tools.
• Escalate cases from Customer Support and determine next steps.
• Keep clear records of conversations, decisions and actions.
• Stay updated on safer gambling best practices and share knowledge.

Skills

Customer service experience

Empathy

Risk awareness

Communication skills

Decision making

Attention to detail

Resilience

Job description

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.

And don’t be put off by fixed‑term! Many colleagues who’ve joined us on an FTC have gone on to secure permanent roles when opportunities have become available. We can’t promise what might be available in the future, but it can be a great way to get your foot in the door, build your experience and grow your career with us.

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

We want to be upfront about a few important things before you apply – that way, you know exactly what you’re signing up for.

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. Once the six weeks are complete, you’ll move onto your contracted 20‑hour working pattern.

We put a lot into our training because we want you to feel confident and properly supported when you start working with our players. 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.

Just make sure you’re comfortable working the hours required for the role you’re interested in, including weekends and, where applicable, evenings or nights.

What will I actually be doing?

This is where things get a little more serious.

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:

1. A short HireVue video assessment

We know talking to a camera can feel a bit strange – especially if you’ve never done it before!

Please don't overthink it. We’re not looking for a polished performance or perfect answers. Just be yourself. It’s simply an opportunity for us to hear a little more about you and your experience.

2. A chat with our Talent Acquisition Partner

Next up is an informal chat with our Talent Acquisition Partner.

We’ll talk a little more about you and your experience, but this is also your chance to find out more about the role, working patterns, the team and life at tombola. Bring your questions – we’re happy to answer them!

3. Come and meet us!

The final stage is an assessment centre and interview at our Sunderland HQ.

And please don't let the words ‘assessment centre’ put you off. It’s simply a chance to see how you approach some of the situations you might come across as a safeplay Advisor.

You’ll meet some of the team, have a look around our Sunderland HQ and get a proper feel for us too.

We’ll tell you exactly what to expect beforehand – no surprises and definitely no trick questions!

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
• Check out all our employee benefits, perks and rewards

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.