Safer Gambling Executive

Betfred Group Holdings Limited; Manchester; Remote; GBP 32,000 - 45,000; Full time

Benefits offered by this job

Bonuses & incentives

Retail vouchers

Monthly pension contributions

Enhanced parental pay

Long-service rewards

Employee assistance

Mental health support

Discount/rewards portal

Job summary

Betfred Group Holdings Limited, a well-known bookmaker with a strong Salford/Manchester heritage, is seeking a Safer Gambling Executive to protect customers and ensure regulatory compliance. The role involves risk assessments, meaningful customer interactions, and collaboration with CDD, AML, and other teams to apply Safer Gambling measures effectively.

You will handle sensitive conversations, analyse customer data, and maintain detailed case records in a fast-paced environment, contributing to

Qualifications

• Experience in a Safer Gambling, Compliance, or customer-facing role preferred.
• Strong understanding of customer risk indicators and responsible gambling practices.
• Excellent communication skills, particularly in handling sensitive or difficult conversations.
• Ability to analyse data and make informed, risk-based decisions.
• Comfortable working in a fast-paced operational environment with high volumes.
• Strong attention to detail and ability to maintain accurate case records.
• Ability to work independently while contributing to team objectives.

Responsibilities

• Conduct Safer Gambling risk assessments on customers who meet defined thresholds, triggers, or alerts.
• Review customer activity, behaviours, and account patterns to identify potential indicators of harm.
• Use internal tools and data to assess risk levels and determine appropriate next steps.
• Maintain accurate and detailed records of all reviews and actions taken.
• Carry out meaningful customer interactions via outbound calls and written communication.
• Engage with customers to understand affordability, source of funds, and overall risk profile.
• Handle vulnerable and sensitive customer cases with empathy and professionalism.
• Apply appropriate Safer Gambling measures, including restrictions, time-outs, or escalations.
• Manage customer cases from identification through to resolution in line with policy.
• Handle escalations where required, ensuring timely and appropriate action is taken.
• Refer higher-risk or complex cases to senior team members or management when necessary.
• Provide guidance and support to Customer Service teams on Safer Gambling-related queries.
• Assist with SG-related tickets, ensuring consistent and compliant responses.
• Help ensure that SG considerations are applied across all customer touchpoints.
• Work closely with teams such as Customer Service, CDD, AML, Fraud, and Payments.
• Share relevant information to support customer risk assessments and decision-making.
• Contribute to a joined-up approach to customer protection across the business.
• Ensure all actions are aligned with UKGC requirements and internal Safer Gambling policies.
• Maintain a strong understanding of regulatory expectations and apply these in daily work.
• Handle all customer data in a sensitive and confidential manner.

Skills

Safer Gambling

Compliance

Customer-facing

Data analysis

Attention to detail

Microsoft Office

Tools

Microsoft Office

Job description

From humble beginnings on the shop floor to becoming a world-renowned bookmaker, Betfred has been on a remarkable journey and we want you to be part of this fantastic innovative business. Established in Salford, Manchester, 1967... we started with a clear and simple vision: to provide the ultimate betting experience for our customers. Today we have evolved and pride ourselves in delivering unparalleled entertainment experiences worldwide.

Whilst a lot has changed over the years, we have always stayed true to our roots. Our story started in retail and while it remains the heart of our business, we have also embraced the digital landscape. With over 1,000 shops we continue to play a vital role in local communities across the UK while expanding our presence online.

We are seeking a dedicated Safer Gambling Executive to join our Safer Gambling team. This role plays a key part in protecting customers and ensuring compliance with regulatory requirements by identifying, assessing, and interacting with customers who may be at risk of gambling-related harm.

As a Safer Gambling Executive, you will be responsible for conducting detailed customer risk assessments, initiating meaningful customer interactions, and taking appropriate action in line with Safer Gambling policies. You will work closely with internal teams to ensure a consistent and effective approach to customer protection.

This is a hands-on operational role requiring strong analytical thinking, confidence in handling sensitive conversations, and the ability to make informed decisions in a fast-paced environment.

Responsibilities

Customer Risk Assessment & Monitoring

• Conduct Safer Gambling risk assessments on customers who meet defined thresholds, triggers, or alerts
• Review customer activity, behaviours, and account patterns to identify potential indicators of harm
• Use internal tools and data to assess risk levels and determine appropriate next steps
• Maintain accurate and detailed records of all reviews and actions taken

Customer Interaction & Intervention

• Carry out meaningful customer interactions via outbound calls and written communication
• Engage with customers to understand affordability, source of funds, and overall risk profile
• Handle vulnerable and sensitive customer cases with empathy and professionalism
• Apply appropriate Safer Gambling measures, including restrictions, time-outs, or escalations

Case Management & Escalations

• Manage customer cases from identification through to resolution in line with policy
• Handle escalations where required, ensuring timely and appropriate action is taken
• Refer higher-risk or complex cases to senior team members or management when necessary

Support to Customer Service (CS)

• Provide guidance and support to Customer Service teams on Safer Gambling-related queries
• Assist with SG-related tickets, ensuring consistent and compliant responses
• Help ensure that SG considerations are applied across all customer touchpoints

Cross-Functional Collaboration

• Work closely with teams such as Customer Service, CDD, AML, Fraud, and Payments
• Share relevant information to support customer risk assessments and decision-making
• Contribute to a joined-up approach to customer protection across the business

Compliance & Policy Adherence

• Ensure all actions are aligned with UKGC requirements and internal Safer Gambling policies
• Maintain a strong understanding of regulatory expectations and apply these in daily work
• Handle all customer data in a sensitive and confidential manner

We are dedicated to promoting safer gambling practices to ensure a responsible and enjoyable experience for all our customers. We prioritise player safety and well-being, providing resources and support for those who may need assistance. Our commitment to responsible gambling is integral to our operations, and we actively promote awareness and education to help our customers make informed decisions. Together, we can create a safer gambling environment for everyone.

What you'll need to succeed

• Experience in a Safer Gambling, Compliance, or customer-facing role preferred
• Strong understanding of customer risk indicators and responsible gambling practices
• Excellent communication skills, particularly in handling sensitive or difficult conversations
• Ability to analyse data and make informed, risk-based decisions
• Comfortable working in a fast-paced operational environment with high volumes
• Strong attention to detail and ability to maintain accurate case records
• Ability to work independently while contributing to team objectives
• Basic proficiency in Microsoft Office tools

Why join a winning team?

Betfred brings benefits and rewards for all our colleagues. But more than that, we create a unique, enjoyable and entertaining environment you will love being part of.

Be rewarded

• Enhance your income: benefit from bonuses, incentives, retail discount vouchers and more.
• Monthly pension contributions: helping you prepare for your future.
• Enhanced maternity & paternity pay: our Betfred family works to support yours.

Feel valued

• A long-service recognition programme and life milestone rewards.
• A recognition scheme to earn and convert points to spend with over 700 retailers.
• A comprehensive financial wellbeing package including salary-based savings with a 5% boost, early access to earnings and free 121 financial coaching.
• Mental health support including an independent Employee Assistance Programme, a 24/7 virtual GP service and complimentary eye tests.

We will provide you with access to further training and development opportunities as we are real supporters of internal progression and are always looking for people who want to develop their career.

At Betfred we are committed to promoting equality, diversity, and inclusion (EDI) in our workplace. We believe that a diverse workforce drives innovation and enhances our success. We welcome applications from individuals of all backgrounds, identities, and experiences.

If you require reasonable adjustments during the recruitment process or have specific needs, please let us know, and we will be happy to accommodate you. Join us in creating an inclusive environment where everyone can thrive.