Safer Gambling Executive
Betfred is seeking a dedicated Safer Gambling Executive to join the Safer Gambling team. This role plays a key part in protecting customers and ensuring compliance with regulatory requirements by identifying, assessing, and interacting with customers who may be at risk of gambling-related harm.
As a Safer Gambling Executive, the successful candidate will be responsible for conducting detailed customer risk assessments, initiating meaningful customer interactions, and taking appropriate action in line with Safer Gambling policies. The role requires strong analytical thinking, confidence in handling sensitive conversations, and the ability to make informed decisions in a fast-paced environment.
- Conduct Safer Gambling risk assessments on customers who meet defined thresholds, triggers, or alerts.
- Review customer activity, behaviours, and account patterns to identify potential indicators of harm.
- Use internal tools and data to assess risk levels and determine appropriate next steps.
- Maintain accurate and detailed records of all reviews and actions taken.
- Carry out meaningful customer interactions via outbound calls and written communication.
- Engage with customers to understand affordability, source of funds, and overall risk profile.
- Handle vulnerable and sensitive customer cases with empathy and professionalism.
- Apply appropriate Safer Gambling measures, including restrictions, time-outs, or escalations.
- Manage customer cases from identification through to resolution in line with policy.
- Handle escalations where required, ensuring timely and appropriate action is taken.
- Refer higher-risk or complex cases to senior team members or management when necessary.
- Provide guidance and support to Customer Service teams on Safer Gambling-related queries.
- Assist with SG-related tickets, ensuring consistent and compliant responses.
- Help ensure that SG considerations are applied across all customer touchpoints.
- Work closely with teams such as Customer Service, CDD, AML, Fraud, and Payments.
- Share relevant information to support customer risk assessments and decision-making.
- Contribute to a joined-up approach to customer protection across the business.
- Ensure all actions are aligned with UKGC requirements and internal Safer Gambling policies.
- Maintain a strong understanding of regulatory expectations and apply these in daily work.
- Handle all customer data in a sensitive and confidential manner.
- Experience in a Safer Gambling, Compliance, or customer-facing role (preferred)
- Strong understanding of customer risk indicators and responsible gambling practices (required)
- Excellent communication skills, particularly in handling sensitive or difficult conversations (required)
- Ability to analyse data and make informed, risk-based decisions (required)
- Comfortable working in a fast-paced operational environment with high volumes (required)
- Strong attention to detail and ability to maintain accurate case records (required)
- Ability to work independently while contributing to team objectives (required)
- Basic proficiency in Microsoft Office tools (required)
- Bonuses and incentives
- Retail discount vouchers
- Monthly pension contributions
- Enhanced maternity and paternity pay
- Long-service recognition programme and life milestone rewards
- Recognition scheme to earn and convert points to spend with over 700 retailers
- Comprehensive financial wellbeing package including salary-based savings with a 5% boost, early access to earnings and free 121 financial coaching
- Mental health support including an independent Employee Assistance Programme
- 24/7 virtual GP service
- Complimentary eye tests
- Access to further training and development opportunities
Betfred is a betting and gaming company that has operated for over 50 years, founded by Fred and Peter Done. It runs more than 1,300 betting shops and employs around 9,500 people, combining a large retail estate with online sports betting and gaming. In 2019 it entered the US sports betting market as Betfred Sportsbook, now operating in several states, and has established a presence in South Africa, where it holds a majority stake in the online betting company LottoStar. Headquartered in Warrington, England, Betfred emphasises customer service and responsible gambling across its operations.