Responsible Gambling Customer Care Specialist
Super Group Africa is seeking a Responsible Gambling Customer Care Specialist to join its team in Cape Town. The role focuses on protecting customers to ensure they are gambling responsibly while safeguarding client personal information and protecting the business against fraudulent activity.
The specialist will provide compliance guidance from a Responsible Gambling process and direction and assistance to the areas allocated to them. They will process all compliance-related inbound emails from customers and take the relevant action. Additionally, the role involves conducting CIP account reviews to determine whether a CIP intervention is required, assessing and deciding which level of intervention is appropriate based on a thorough review, and performing appropriate actions on accounts in accordance with Responsible Gambling guidelines.
The specialist will also review all compliance tasks conducted by the Contact Centre, assess whether the correct actions were taken, and inform the respective manager of any higher-level interventions via email. They will also inform Key Account Managers of interventions taken on hosted accounts and conduct follow-up calls to customers who mention suicide or self-harm.
- Provide compliance guidance from a Responsible Gambling process.
- Provide direction and assistance to the areas allocated to them.
- Process all compliance-related inbound emails from customers and then take the relevant action.
- Review self-exclusion removal requests and then escalate to the relevant department.
- Conduct CIP account reviews to determine whether a CIP intervention is required.
- Assess and decide, based on a thorough review, which level of intervention is appropriate.
- Be accountable for performing appropriate actions on accounts in accordance with Responsible Gambling guidelines.
- Be accountable for reviewing all compliance tasks conducted by the Contact Centre.
- Assess whether the correct actions were taken.
- Inform respective manager of any higher-level interventions via email.
- Inform Key Account Managers of interventions taken on hosted accounts.
- Conduct follow up calls to customers who come in via the CSC mentioning suicide or self-harm.
- Strong verbal and written communication skills, with the ability to convey complex ideas clearly and effectively (required)
- Experience working collaboratively in cross-functional teams, with a focus on achieving shared goals (required)
- Expertise in managing multiple projects simultaneously, with a track record of delivering on time and within scope (required)
- Exceptional attention to detail, ensuring high standards of quality in all outputs (required)
- Ability to adapt quickly to changing environments and priorities, maintaining effectiveness in dynamic situations (required)
- In-depth knowledge of sports betting markets, including odds calculation, betting types and market trends (nice-to-have)
- Previous experience in the online gaming or casino industry, with a strong understanding of player behaviour and industry regulations (nice-to-have)
- Familiarity with gambling regulations and compliance requirements in various jurisdictions, ensuring adherence to legal standards (nice-to-have)
- Experience in developing and executing customer retention strategies (nice-to-have)
- Supergrowth learning and development programmes
- Performance tool for feedback and career development
- Employee Assistance Programme
- Medical Aid
- Provident Fund
Betway Africa is the African arm of Betway, the sports-betting and online-casino brand owned by Super Group (SGHC), a holding company listed on the New York Stock Exchange. Operating since 2006, it delivers sports betting and casino products - including the Jackpot City, Lucky Nugget and Ruby Fortune brands - across markets such as South Africa, Ghana, Nigeria, Zambia, Tanzania, Malawi and Mozambique. The division employs more than 1,000 people, with offices in Johannesburg and Cape Town. It covers functions spanning marketing, technology, finance and customer care for Betway's African operations.