Safer Gambling Officer - Night Shift
As a Safer Gambling Officer - Night Shift, the role holder will help protect customers by identifying signs of gambling-related harm and ensuring they understand the safer gambling tools available to them. Communication with customers will be by phone and email, assessing potential risks, and ensuring processes meet regulatory requirements and company standards.
This position plays an important role in keeping customers safe, supporting fair play, and maintaining a responsible gambling environment. The officer will work a night shift pattern for continuous coverage.
- 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.
- Flexible and able to work a rotating schedule based on business needs (required).
- Strong English communication skills, with the ability to write and update standard customer interactions (required).
- Previous experience in a safer gambling or similar environment (preferred).
- 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).
BV Group (BetVictor) is an online gambling operator and B2B technology provider with roots dating back to 1946. Known for its pioneering approach, it was one of the first gambling companies to move its operations to Gibraltar and to build its product in-house. The company has run high-profile marketing campaigns and sponsors prestigious events across snooker, darts and horseracing. BV Group's operational headquarters are at the World Trade Center Gibraltar, where it employs around 700 people, making it one of the territory's largest employers.