Safer Gambling Specialist
As a Safer Gambling Specialist, the role plays a critical part in protecting customer wellbeing by identifying gambling-related risk and delivering timely, appropriate interventions that support safer gambling outcomes.
Working within a fast-paced case management environment, the specialist will assess customer behaviour, manage inbound and outbound customer interactions, and make informed decisions regarding customer safeguards, restrictions and ongoing support.
This is a dynamic role that requires resilience, sound judgement and a genuine commitment to customer care, while ensuring compliance with regulatory obligations and internal frameworks. This is a full-time position working a rotating roster of 38 hours per week, including evenings, weekends and public holidays, with hybrid working arrangements available from the Melbourne or Darwin office.
- Assess customer behaviour across alerts, referrals, customer contacts and proactive reviews to identify potential gambling-related risk.
- Conduct inbound and outbound customer conversations, providing support, education and appropriate safer gambling interventions.
- Manage cases from initial assessment through to resolution, ensuring timely outcomes and adherence to service levels.
- Maintain accurate case records, risk assessments and documentation within Salesforce and other operational systems.
- Collaborate with cross-functional stakeholders to resolve complex cases, support continuous improvement initiatives and contribute to evolving safer gambling practices.
- Experience in a customer-facing role within a high-volume, fast-paced environment (required).
- Strong communication skills with the ability to confidently handle difficult or sensitive customer conversations (required).
- Excellent critical thinking, risk assessment and problem-solving capabilities (required).
- Experience using CRM or case management systems such as Salesforce to manage workloads and documentation (required).
- Exposure to risk, compliance, welfare, behavioural assessment, financial services, online wagering or other regulated industries (nice-to-have).
- 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. A 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 for creative and collaborative projects.
- 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.