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Gambling addiction prevention

(Position Filled) Responsible Gambling & Customer Protection Executive - London - £35K-£40K

Job Title:  (Position Filled)                  

Responsible Gambling & Customer Protection Executive

     

Salary:                        £35K - £40K  

Location:                   London

 

 

Job Description

  • Our Casino strives to place our customers at the heart of our business and we are looking to employ a Responsible Gambling and Customer Protection Executive.

  • You will work closely with the Compliance team with a reporting line to the Head of Compliance.

  • As a Responsible Gambling and Customer Protection Executive your role will encompass all aspects of customer safety and protection from gambling harm.

  • You will be expected to have the ability to implement safeguards and key identifiers/trigger points that quickly recognise patterns of customer behaviour.

  • You will also ensure that measures are in place to protect customers who have or could be in the process of developing gambling issues or may be at risk of gambling related harm, whilst ensuring that the business remains up to date with current industry legislation.

  • We are looking for someone with a clear understanding of our industry's legislative social responsibility requirements and ideally has a background of working within gambling related harm organisations. 

  • The successful candidate will be required to manage and assess Customer Interactions, generate Statistical Gambling Assessments, create case studies and implement procedural changes where required. 

  • The ideal candidate will also have an aptitude to create, develop and provide training to Staff at all levels.

  • You will also be required to assess and review customer profiles and behavioural change, identify and intervene with customers who have or could be in the process of developing gambling problems.

  • You will monitor new customer registrations and adopt an empathetic approach when dealing with the sensitive issue of gambling addiction and gambling related harm.

  • You will be expected to take part in all industry meetings and seminars with regard to social responsibility and gambling harm.

  • You will be required to work across multiple departments within our business in a collaborative manner to facilitate and further enhance a company-wide understanding for the UK gambling industry’s social responsibility requirements.

  • This will be an integral part of our daily operations and you will be promoting it throughout the club and embedding it into the company’s culture.

 

Key skills we’re looking for…

  • Solid knowledge of the Gambling Commission LCCP and related Social Responsibility Codes

  • Background in UK the gambling industry is a benefit

  • Knowledge of assessing risk and regulatory concerns

  • Experience in delivering training to employees in areas concerning responsible gambling is advantageous

  • Knowledge of Anti-Money Laundering and customer due diligence processes

  • Understanding of data driven analytics is advantageous

  • Understanding and experience of working with gambling related harm programmes or organisations

 

  • We're constantly looking for ways to refine and improve our approach to Gambling Related Harm, so we'd welcome your proactive initiatives to help implement positive changes.

  • Flexibility with regards to working hours is important as we are operational 24 hours a day and we therefore require the successful candidate to ensure both the needs of our customers and the business are consistently met.

 

 

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

(Position Filled) Safer Gambling Manager - London - £35K - £55K

Job Title:                    (Position Filled) 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