Responsible Gambling Specialist
We’re on a mission to create extraordinary experiences for our customers, and we believe that your unique skills, passion and superdrive will help us achieve our vision. As a Responsible Gambling Specialist, you’ll be supporting the delivery of our Customer Interaction Programme, as well as all tasks covering, assisting and protecting our customers to ensure they are gambling responsibly. This will help us excel at creating a safe environment for our customers to stay ahead of the game. This position requires trust and honesty it has access to customers financial details - therefore a credit and criminal record check will be conducted. The qualifications identified herein are an inherent job requirement; therefore, a qualification verification check will be done. By applying for this role, and supplying the necessary details, you hereby grant us permission to apply for these checks. This will be done in a confidential manner, and solely for the purposes of verification.
- Conducting account reviews to determine whether a Customer Interaction Programme (CIP intervention is required, and which level of intervention based on a thorough review.
- Performing appropriate actions on accounts that support Responsible Gambling (RG).
- Conducting follow up calls to customers who contact the Customer Call Centre (CSC) threatening suicide or self-harm.
- Completing all RG-related inbound emails received from customers and taking the relevant action.
- Reviewing RG tasks conducted by the CSC when required and assessing and where necessary.
- Provide compliance and Responsible Gambling (RG) process direction and assistance to the CSC.
- Informing the RG Team Lead (TL) of any higher-level interventions.
- Liaising with the RG Service Manager and the Customer Care Operations Manager when needed.
- Actioning ad-hoc escalations and queries.
- Reviewing self-exclusion removal requests and executing in line with process.
This job description is not intended to be an exhaustive list of responsibilities. You may be required to complete other reasonable duties in order to achieve business objectives.
- Minimum 12 months working experience in a role that equips you with sound knowledge of the Responsible Gambling Policy and Procedures. (required)
- Strong verbal and written communication skills, with the ability to convey complex ideas clearly and effectively (required)
- Ability to identify, analyse and conclude behaviour outside of the normal. (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)
- Must be self-motivated and pro-active with impeccable problem-solving skills. (required)
- Ability to identify, analyse and conclude behaviour outside of the normal. (required)
- In-depth knowledge of sports betting markets, including odds calculation, betting types and market trends (preferred)
- A degree or diploma in behavioural science, legal or regulatory compliance. (preferred)
- Previous experience in the online gaming or casino industry, with a strong understanding of player behaviour and industry regulations (preferred)
- Previous experience in Risk & Fraud (preferred)
- Familiarity with gambling regulations and compliance requirements in various jurisdictions, ensuring adherence to legal standards (preferred)
- Experience in developing and executing customer retention strategies (preferred)
- We’re dedicated to your supergrowth. Our comprehensive learning and development programmes give you a range of resources and opportunities to expand your skills and advance your career.
- Your hard work and achievements won’t go unnoticed. Our innovative Performance Tool ensures you receive regular, constructive feedback, helping you to continuously improve and reach your full potential.
- Our Employee Assistance programme offers a variety of benefits which you and your family can benefit from.
- Free Massages On-site
- Free On-Site Gym
- Group Life Cover
- Funeral Fund Benefit
- Financial Services Assistance
- Employee Assistance Programme
- Curro School Fees Benefit
- Income Continuation Benefit
- Leadership Training
- Referral Bonus
- Medical Aid Subsidy
- Free Sleep Coaching
- On-site Barista
- Retirement Annuity Subsidy
- Team buildings
DigiOutsource is a global iGaming technology and services company and part of Super Group (SGHC), the holding company behind the Betway and Spin brands. Headquartered in Cape Town, South Africa, with offices in London and Portugal, it provides software development, digital marketing, business intelligence, design and communications services that power leading online gaming brands. The company employs around 1,200 people across multiple continents. DigiOutsource was formed from the merger of the ForwardSlash and SpeakUp Communications businesses and operates as a key technology hub within Super Group.
