Safer Gambling Analyst - Nordics
The mission is to create the safest and greatest online gaming experience and a dedicated team of executives are at the forefront of identifying and interacting with customers to educate and inform on how to remain safe whilst enjoying the sites. The role covers 365 days a year with varying shift patterns covering day and evening shifts. Details to be discussed during the interview.
The role involves interpreting and analysing data sets from customer accounts, following key patterns and trends that may indicate problem gambling. It also includes monitoring player behaviour and making risk-based, self-driven decisions. The position promotes the importance of sustainability across external and internal stakeholders. Building relationships with customers via email, chat, and phone across all managed brands is key. Coaching frontline teams to make informed decisions to safeguard players and protect brand reputation is also a responsibility. Educating and providing information to all staff regarding Safer Gambling strategies and procedures is required. Keeping up to speed with regulatory requirements and process changes, which will affect customers, is necessary to ensure good decision making.
- Interpreting and analysing data sets from customer accounts, following key patterns and trends that may indicate problem gambling.
- Monitoring player behaviour and making risk based, self driven decisions.
- Promote the importance of sustainability across external and internal stakeholders.
- Building relationships with our customers via email, chat, and phone across all of our managed brands.
- Coach our frontline teams to make informed decisions to safeguard our players and protect our brand reputation.
- Educating and providing information to all staff regarding Safer Gambling strategies and procedures.
- Keep up to speed with regulatory requirements and process changes, which will affect our customers to ensure good decision making.
- Experience of working within a multi-channel customer service environment (required).
- Enthusiastic; self-motivated team worker (required).
- Excellent oral and written communication in English (required).
- Proficiency Swedish or Danish language will be considered an asset (preferred).
- Confident handling data and making analytical decisions (required).
- An Investigative mindset and critical thinker (required).
- A decision maker with the ability to handle objections or concerns with first-time resolution (required).
- Ability to understand and interpret information from a range of data sources to make well judged evidence based decisions (required).
- Previous experience in the gambling industry is essential (required).
- Experience in Responsible Gambling would be a strong advantage (preferred).
- Hybrid work policy.
- 4 weeks of Workation (T&C apply).
- Well-being allowance to support your active lifestyle.
- Private health insurance.
- Discounts across a range of retailers, gyms, bars & restaurants.
- Employee assistance program that can provide help and guidance during challenging moments.
LeoVegas Group is a Swedish mobile-first iGaming company founded in 2011, headquartered in Stockholm with its main operational hub in Sliema, Malta. A pioneer of mobile casino, it operates online casino and sportsbook products across regulated markets through brands including LeoVegas, BetUK, Expekt, Pink Casino and GoGo Casino. In 2022 the group was acquired by MGM Resorts International and now serves as MGM's international online-gaming arm, having previously been listed on Nasdaq Stockholm.