Safer Gambling Specialist - Risk & Customer Protection

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

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