Safer Gambling Specialist
Sportsbet AU is looking for a Safer Gambling Specialist to help protect customer wellbeing by identifying gambling-related risk and delivering timely, proportionate support. This role involves managing customer interactions and complex cases while balancing customer care, sound judgement, and regulatory compliance.
The successful candidate will work full-time on a rotating roster from the Melbourne office. They will be responsible for navigating sensitive conversations and ensuring that all support provided aligns with the company's commitment to responsible gambling.
- Assess alerts, referrals, customer contacts and proactive reviews to identify risk and determine appropriate safeguards.
- Lead sensitive inbound and outbound conversations, helping customers understand the tools and support available to them.
- Manage a portfolio of Safer Gambling cases from assessment through to resolution, prioritising work against service levels.
- Maintain accurate case notes, risk assessments and regulatory records in Salesforce and supporting systems.
- Partner with teams across the business and contribute to better processes, tools, workflows and customer outcomes.
- Frontline customer-facing experience in a high-volume, fast-paced environment (required).
- Strong written and verbal communication skills, including the ability to navigate complex or emotionally sensitive conversations (required).
- Critical-thinking, behavioural-assessment and problem-solving skills, with the confidence to make sound decisions in real time (required).
- Strong organisation and attention to detail, with the ability to manage competing priorities and maintain accurate case records (required).
- The ability to learn and apply regulatory obligations and Safer Gambling frameworks, supported by confidence using CRM or case-management systems (required).
- Competitive salary and generous performance-based bonus for permanent staff members.
- 25 days annual leave.
- Hybrid working policy (Monday and Friday from home) and a $1,050 home office allowance for new starters.
- Industry leading Parental Leave support program with 26 weeks paid leave for Primary Carers and no wait time.
- Progressive return to work benefit for the first 6 months back: come back for 3 days, get paid for 4; come back for 4 days, get paid for 5.
- Hack Days - where creativity and collaborative ideas lead to exciting new ideas and projects for customers.
- Access to outstanding career development programs, including expert-led internal training and external learning opportunities (staff allowance for personal development).
- Weekly concierge service including free massages and nail appointments – all onsite in the Melbourne office.
- Free breakfast, daily fresh fruit and weekly rotating socials, from Thursday office drinks to fun team events.
- End of trip facilities with onsite table tennis and pool tables.
- Discounted health insurance and free flu jabs yearly.
Sportsbet is a leading Australian online wagering operator and part of Flutter Entertainment. It serves more than 2.4 million customers through a customer-first, insight-driven approach, helping Australians engage with racing and sporting events. The company employs more than 1,300 people across Melbourne, Sydney and Darwin, with over half working in technology and data. As a market leader, Sportsbet emphasises corporate and social responsibility, customer safety and high industry standards, and is headquartered in Melbourne.