Safer Gambling Officer
As a Safer Gambling Officer, you will help protect our customers by identifying signs of gambling‑related harm and ensuring they understand the safer gambling tools available to them. You will communicate with customers by phone and email, assess potential risks, and make sure our processes meet regulatory requirements and company standards. You will play an important role in keeping customers safe, supporting fair play and maintaining a responsible gambling environment.
- Monitoring customer activity and take action when behaviour suggests a gambling‑related risk, recognising signs of gambling harm and acting promptly to protect customers.
- Communicating with customers by live messaging and phone to discuss safer gambling tools and affordability.
- Handling sensitive conversations with empathy and professionalism.
- Reviewing cases where previously excluded customers attempt to access services.
- Managing disputes fairly and in line with licence guidelines.
- Following internal procedures to assess customer activity and record interactions accurately.
- Suggesting improvements to help identify unusual or risky behaviour more effectively.
- Ensuring customer queries and system checks are handled accurately and on time.
- Previous experience in a safer gambling, equivalent or in online gaming (required).
- Strong English communication skills, with the ability to write and update standard customer interactions (required).
- Flexible and able to work a rotating schedule based on business needs (required).
- Good decision‑making skills and strong attention to detail (required).
- Comfortable working independently as well as part of a team (required).
- Able to stay objective and make quick, informed decisions when needed (required).
- Calm under pressure and able to manage difficult conversations with empathy (required).
- Confident suggesting new ideas and contributing to continuous improvement (required).
- Comfortable asking direct and sensitive questions when assessing customer situations (required).
BVGroup is an online gambling operator and B2B technology solutions provider. We are known for our pioneering ethos. We are one of the few gambling companies to have our own in-house product and the first gaming company to use LED steeplechase advertising in horseracing. We also gave away £1 million to a single customer in our celebrated Euro 2016 campaign, The Million Pound Goal, and our World Cup 2018 campaign, The Golden Goal. We’ve undergone several changes since 1946, including being the first gambling company to move our operations to Gibraltar. We’re proud to partner with some of the most prestigious names in sport, giving us brand recognition across the world and title sponsor to multiple events in snooker, darts and horseracing among other sports. We go the extra mile to make sure our corporate social responsibility is fulfilled in line with the Gambling Commission’s three basic principles: preventing crime in gambling; conduct gambling in a fair and open way; protect children and vulnerable people. Our operational headquarters are located at the World Trade Center Gibraltar and, with a workforce of approx. 700, we are one of the biggest employers on The Rock. Our ability to adapt to new technology trends has been a dominant factor in maintaining growth, creativity and relevance in the global betting community.