Safer Gambling Team Leader
Immense is looking for a Safer Gambling Team Leader to join their team. This role involves leading the Safer Gambling team, supporting their daily tasks, and ensuring compliance with all Safer Gambling-related matters across various markets. The position requires a professional who can manage team performance, analyse player data, and foster a culture of ethical gambling practices.
The Safer Gambling Team Leader will act as a go-to person for any practical queries or customer escalations, ensuring that service level agreements are met. This role operates on a shift-based schedule and requires an individual who is proactive in identifying trends, safeguarding vulnerable players, and driving continuous improvement within the department.
- Manage the team’s performance, identify individual development areas, and provide constructive feedback.
- Lead and motivate team members and ensure an enjoyable working environment.
- Ensure SLAs are met, conduct team quality checks, and drive continuous performance improvement.
- Act as a go-to person for any practical queries or customer escalations.
- Actively participate in the recruitment of new team members.
- Reactively and proactively collect, monitor, and analyse player data, interpret trends and patterns.
- Safeguard vulnerable groups from gambling addiction and make direct contact with players when required.
- Assist department with day-to-day queries and complaints, including out of office hours in exceptional cases.
- Conduct and share daily reports deriving from the SG departments statistics, with management.
- Manage player escalations from other departments.
- Keep up to date with regulations, policies & procedures, and best practices regarding safer gambling.
- Follow processes and procedures to make sure that available resources are used efficiently and suggest an improvement.
- Identify and suggest improvement areas where further trainings needed.
- Instil a culture of ethical Safer Gambling by continuously promoting awareness.
- Experience working in the field of Safer Gambling or in a similar role (required).
- Experience in reporting tasks such as teams KPIs, productivity and quality (required).
- Keen interest in regulatory and compliance knowledge (required).
- Flexibility and ability to adapt to changing priorities with a positive mindset (required).
- Excellent organisational and time management skills with the ability to prioritise workload and meet deadlines (required).
- Analytical thinker with excellent attention to detail (required).
- Self-motivated and act as a leading example (required).
- Ability to lead others in a humble way and have experience coaching and developing people (required).
- Experience with communicating effectively with cross departments and top management (nice-to-have).
- Private health insurance – because your wellbeing matters.
- Wellness allowance – up to €300 per year.
- Fresh and healthy breakfast & lunch prepared daily in our penthouse kitchen.
- Birthday leave – celebrate your day your way.
- Company and team-building events – and yes, they’re legendary.
- Relocation package to Malta (if applicable).
- Many onsite activities - weekly yoga class, occasional massage sessions, happy hours each month etc.
Videoslots is an online casino operator founded in 2011 and now part of the Immense Group. It offers one of the industry's largest game libraries, with more than 13,000 casino games. The company operates in regulated markets and is known for its broad games portfolio and player tools. Videoslots is headquartered in Pieta, Malta.