Assess customer responses using sound judgement and analysis, applying appropriate risk mitigation controls in a timely manner
Implement necessary account actions such as loss limits, deposit limits, or account closures
Maintain clear, accurate, and auditable documentation of all decisions and actions taken
Handle sensitive customer data in line with data protection and privacy requirements
Ensure all communications are completed in accordance with Standard Operating Procedures (SOPs)
Consistently meet KPIs and SLAs as defined by management
Occasional
Share best practices and contribute ideas to improve processes
Provide support to wider Customer Service teams when required
Complete ad hoc tasks in line with business needs
Essential
Excellent written and verbal English communication skills
Strong Excel skills
Ability to communicate calmly, sensitively, and professionally with distressed or challenging customers
Experience handling sensitive and confidential customer information
Strong understanding of Safer Gambling and Anti-Money Laundering (AML) policies
Sound knowledge of Safer Gambling tools
Proven ability to deliver high-quality work in a fast-paced and demanding environment
Desirable
Knowledge of Safer Gambling and AML regulatory requirements
Demonstrated ability to identify potentially vulnerable customers using sound judgement and analysis
Equal Opportunities.
If you need any reasonable adjustments at any stage of the recruitment process, please contact us and we'll support you.
We're committed to creating a diverse, equitable and inclusive workplace where everyone feels valued, respected and able to be themselves.
We're an equal opportunities employer. We welcome applications from everyone and we do not discriminate based on age, disability, gender or gender reassignment, pregnancy or maternity, race, religion or belief, sexual orientation, marriage/civil partnership, or any other basis.
We comply with all applicable recruitment regulations and employment laws in the jurisdictions where we operate, ensuring ethical and compliant hiring practices globally.
