Job Title:                    Safer Gambling Manager

Salary:                        £35K - £55K

Location:                   London

The Role

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

Key Accountabilities

Customer Service

  • 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

People Development

  • 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

Desirable Requirements

  • A minimum of 3 years Management experience in a gaming; VIP or risk role

  • Ideally possess a valid Personal Management Licence

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

Working Hours

  • The role functions in a business that operates as 24/7complex, and as such full flexibility is required.  This will include weekends and nights.

 

 

To discover more contact Steven Jackson on steven@grs-recruit.com