Responsible Gambling Specialist

DigiOutsource; Cape Town; On-site; ZAR 360,000 - 540,000; Full time

Benefits offered by this job

Learning & development

Feedback tools

Employee Assistance Programme

Wellness on-site

Group life cover

Leadership training

Team-building

Job summary

DigiOutsource is seeking a Responsible Gambling Specialist to support the Customer Interaction Programme and help protect customers by ensuring responsible gambling practices. You will participate in account reviews, RG interventions, and incident follow‑ups in a fast‑paced environment.

The role requires knowledge of RG policies, risk awareness, and the ability to work across teams to drive compliant outcomes while maintaining customer trust and safety in online gaming operations.

Qualifications

• 12 months or more in roles with Responsible Gambling policy/procedures, risk or fraud experience.
• Strong written and verbal communication skills.
• Ability to identify, analyse and conclude behaviour outside of normal.
• Experience working with cross‑functional teams to achieve goals.
• Experience managing multiple projects with on‑time delivery.

Responsibilities

• Review accounts to determine RG intervention level.
• Take RG‑related actions and follow up with customers.
• Handle RG inbound emails and actions from CSC.
• Review RG tasks and provide guidance to the CSC.
• Inform Team Lead of higher‑level RG interventions.
• Coordinate with RG Service Manager and Customer Care Ops Manager as needed.
• Manage escalations and self‑exclusion requests per policy.

Skills

RG Policy

Communication

Analytics

Cross-functional

Project mgmt

Attention to detail

Adaptability

Problem-solving

Education

Behavioural science degree

Regulatory compliance degree

Job description

Kick-start your career in the online gaming world and experience the very latest in technology and innovation.

Who We Are

We’re part of Super Group, the NYSE-listed digital gaming company behind some of the world’s leading Sports and iGaming brands. At DigiOutsource, we bring passionate people and innovative tech together to create market‑leading online gaming solutions. Our multidisciplinary teams are passionate about products, customer experience and security. We’re empowered to achieve the ultimate in high‑performance gaming experiences using the best technology available.

Who We’re Looking For

We’re on a thrilling journey of growth and innovation, and we need passionate, driven individuals to join us. At DigiOutsource, every day is action-packed, and we expect you to bring your A‑game. In return, you’ll find a supportive environment where your skills can flourish and your career can soar.

Why We Need You

We’re on a mission to create extraordinary experiences for our customers, and we believe that your unique skills, passion and super drive will help us achieve our vision. As a Responsible Gambling Specialist, you’ll support the delivery of our Customer Interaction Programme, and perform tasks that assist and protect our customers to ensure they are gambling responsibly. This will help us excel at creating a safe environment for our customers to stay ahead of the game.

What You’ll Be Doing

• Conducting account reviews to determine whether a Customer Interaction Programme intervention is required, and which level of intervention based on a thorough review.
• Performing appropriate actions on accounts that support Responsible Gambling (RG).
• Conducting follow‑up calls to customers who contact the Customer Call Centre (CSC) threatening suicide or self‑harm.
• Completing all RG‑related inbound emails received from customers and taking the relevant action.
• Reviewing RG tasks conducted by the CSC when required and assessing and where necessary.
• Providing compliance and Responsible Gambling (RG) process direction and assistance to the CSC.
• Informing the RG Team Lead (TL) of any higher‑level interventions.
• Liaising with the RG Service Manager and the Customer Care Operations Manager when needed.
• Actioning ad‑hoc escalations and queries.
• Reviewing self‑exclusion removal requests and executing in line with process.

This job description is not intended to be an exhaustive list of responsibilities. You may be required to complete other reasonable duties in order to achieve business objectives.

Essential Skills You’ll Bring To The Table

• Minimum 12 months working experience in a role that equips you with sound knowledge of the Responsible Gambling Policy and Procedures, or previous experience in Risk or Fraud.
• Strong verbal and written communication skills, with the ability to convey complex ideas clearly and effectively.
• Ability to identify, analyse and conclude behaviour outside of the normal.
• Experience working collaboratively in cross‑functional teams, with a focus on achieving shared goals.
• Expertise in managing multiple projects simultaneously, with a track record of delivering on time and within scope.
• Exceptional attention to detail, ensuring high standards of quality in all outputs.
• Ability to adapt quickly to changing environments and priorities, maintaining effectiveness in dynamic situations.
• Self‑motivated and pro‑active with impeccable problem‑solving skills.

Desirable Skills You’ve Got Up Your Sleeve

• In‑depth knowledge of sports betting markets, including odds calculation, betting types and market trends.
• A degree or diploma in behavioural science, legal or regulatory compliance.
• Previous experience in the online gaming or casino industry, with a strong understanding of player behaviour and industry regulations.
• Familiarity with gambling regulations and compliance requirements in various jurisdictions, ensuring adherence to legal standards.
• Experience in developing and executing customer retention strategies.

Our Values Are Non‑Negotiables

Our culture is underpinned by core values that are linked to key behavioural competencies. Along with the below behavioural competencies, these are essential for all employees:

• Adaptability
• Ownership and accountability
• Initiating action
• Resilience
• Team orientation
• Integrity
• Innovation

What You’ll Get Back

We offer a variety of personal and professional benefits to help you thrive at DigiOutsource and Super Group. Our benefits include:

• Comprehensive learning and development programmes that help you expand your skills and advance your career.
• Performance feedback tools to support your continuous improvement.
• Employee Assistance Programme and related benefits.
• On‑site wellness offerings such as massages, gym, barista, and sleep coaching.
• Group life cover, funeral fund, financial services assistance, and life annuity subsidy.
• Leadership training, referral bonus, and medical aid subsidy.
• Team‑building activities.

Be Part of Our Inclusive Culture

At Super Group, diversity is part of our DNA. With teams across 16 countries, 85 nationalities, and 19 languages, we champion a supportive, inclusive, and empowering environment. We take equal opportunity seriously and are committed to ensuring honesty and fairness in all we do. Here, your growth is supported and your contributions valued.

Credit and Criminal Record Check

This position requires trust and honesty; it has access to customers financial details, therefore a credit and criminal record check will be conducted. The qualifications identified herein are an inherent job requirement; therefore, a qualification verification check will be done. By applying for this role, and supplying the necessary details, you hereby grant us permission to apply for these checks. This will be done in a confidential manner, and solely for the purposes of verification.

If you do not hear from us within 2 weeks, please deem your application as unsuccessful.