Job Title: Safer Gambling Manager
Salary: £35K - £55K
A Leading Land based Casino Operator is seeking a Safer Gambling Manager to ensure all customers enjoy a positive experience in an entertaining, welcoming and safe environment.
Job Purpose Statement:
The Safer Gambling Manager ensures that all employees are trained and adhere to responsible gambling policies and procedures.
The Safer Gambling Manager will fulfil their key objectives through the demonstration of exceptional people management; negotiation and communication skills with all internal and external customers as well as stakeholders.
The successful candidate will understand responsible gambling and gambling-related harm and be able to articulate and recognise the signs that could indicate a customer has a gambling issue.
Responsibilities will include:
Analysing information from a variety of sources to identify risky behaviour and prevent problem gambling.
Making informed decisions, determining appropriate mitigation actions for any risk identified
Preparing and undertaking customer interactions to discuss concerns of potential problem gambling with customers and to provide support to ensure that they are gambling responsibly
Taking personal ownership of high-risk cases ensuring these are dealt with appropriately whilst maintaining an excellent standard of customer service
The requirement for exceptional communication skills as the role will involve difficult discussions requiring empathy and the ability to ask direct questions without embarrassment
Developing team members and working to improve responsible gambling processes and procedures
Ensure all customers (internal and external) enjoy a positive experience in an entertaining, welcoming and safe environment.
Be a visible support presence during peak service periods
Ensure understanding of Responsible Gambling (RG) policies throughout operational team
Monitor implementation of RG policies at the casino and their effectiveness in identifying and protecting at risk customers
Review quality and relevance of information recorded from interactions with customers
Monitor site teams to ensure that interactions are carried out in a time, place and manner that is appropriate with the RG policy and the customer
Review data on at risk customers to pro-actively identify any high-risk gaming products
Advise GM of any high-risk customers or areas within the business, identifying actions on how these risks should be managed
Ensure effective communication of RG messaging throughout the casino
Ensure responsible gambling support information is accessible and readily available
Contact point for external / specialist agencies in relation to responsible gambling
Monitor data from activities identified as presenting a higher risk of gambling-related harm e.g. long periods of play, increasing / decreasing debit card limits / RG observations
Contact point for employees who may be experiencing gambling-related harm
Lead the development of an accountable customer focussed culture on the service of Responsible Gambling
Lead by example at all times in delivering a service culture of excellence
Monitor the delivery and development of proactive RG practices on a day-to-day basis.
Oversee delivery of RG training in the site
Maintain up to date training records for RG training
Monitor the delivery and development of training relating to all areas of responsible gambling
Identify any specific training needs and ensure these needs are addressed with relevant training
Business Process, Innovation & Compliance
Contribute to casino growth through development and implementation of strategies relating to Responsible Gambling.
Monitor recording of interactions on casino management system
Where appropriate identify potential improvements in existing company policies relating to responsible gambling
Ensure that the business strategy is made in accordance with responsible gambling policies
Ensure that all operational plans, actions and strategies are made with a focus on social responsibility
Highlight any responsible gambling concerns to the General Manager
Continue to look for ways to improve how we identify and manage customers who may be at risk from problem gambling
Review how the processes for excluding customers are applied and removed and highlight any instances where they have concerns
Review RG interactions identifying any that require follow up actions and advising on what those actions are and ensuring that they are carried out by the operational team
Provide monthly RG reporting to the Head of Regulatory Compliance & Audit
Essential Knowledge & Skills
Extensive knowledge and understanding of the UK casino regulatory environment
Understanding of all legislative requirements in relation to Responsible Gambling
Ability to liaise with different teams and departments to build effective working relationships
A logical thought process and the ability to analyse information in order to reach considered decisions
Strong interpersonal skills and the ability to communicate clearly, effectively and empathetically with senior management, operational staff and customers
The ability to provide oversight and direction to colleagues in the department, providing coaching and feedback in an effective manner
The ability to assess risk and apply practical operational solutions