Safer Gambling Analyst

Hire Resolve; Cape Town; On-site; ZAR 334,800 - 502,200; Part time

Job summary

A next-generation betting platform is searching for a Safer Gambling Analyst to join their compliance team in Cape Town. This part-time role involves engaging with customers who may be at risk of gambling-related harm, developing internal policies, and ensuring compliance with operational procedures. Candidates must possess strong communication skills and the ability to manage difficult conversations. If you're self-motivated and passionate about customer service, apply today to make a career-changing move.

Qualifications

• Native or bilingual proficiency in written and spoken English is mandatory.
• Experience in handling difficult conversations while remaining focused.
• Ability to work independently and as part of a team.

Responsibilities

• Engage with customers who may be experiencing gambling-related harm.
• Uphold and develop internal policies for preventing gambling-related harm.
• Monitor customer communication channels for operational compliance.

Skills

Excellent oral communication skills

Bilingual proficiency in English

Calm under pressure

Attention to detail

Customer service excellence

Job description

Hire Resolve's client, a next-generation betting platform, is searching for a Safer Gambling Analyst to join their team in Cape Town.

This part‑time role will support the Safer Gambling function within the compliance department across various shifts.

Responsibilities

• Engage with customers via email, chat, or outbound calls who may be at risk of or actively experiencing gambling‑related harm, taking appropriate action in line with legislation, procedures, and processes.
• Uphold and contribute to the development of internal policies and procedures aimed at preventing gambling‑related harm.
• Handle escalations and queries from the Player Success Team relating to operational compliance cases.
• Monitor customer communication channels/inboxes related to operational compliance to ensure SLA adherence and a frictionless user experience.
• Appropriately manage complaint cases arising during shift hours.
• Analyse customer accounts from a Safer Gambling and Anti‑Financial Crime perspective, based on internal reports or Player Success interactions.
• Escalate high‑risk cases as needed to ensure effective player protection.
• Recommend improvements to current Operational Compliance and Player Success processes.
• Collaborate with Safer Gambling Management and the Head of Operational Compliance to promote a culture of Safer Gambling and high‑quality customer service through compliance and awareness initiatives.

Qualifications

• Excellent oral, written, and verbal communication skills.
• Native or bilingual proficiency in written and spoken English (mandatory); additional languages are an advantage.
• Experienced in handling difficult conversations with customers while remaining calm and focused on objectives.
• Capable of collaborating with multiple stakeholders to make informed decisions regarding customer accounts.
• Strong attention to detail with the ability to quickly assess and respond to emerging cases.
• Able to perform well under pressure in a fast‑paced environment.
• Self‑motivated with the ability to work independently and as part of a team.
• Proven track record of delivering excellent customer service.

If you meet the above requirements and want to make a career‑changing move, apply today by emailing your CV to [e-mail] or visit our website: www.hireresolve.co.za