Safer Gambling Trainer

[This role is open for Internal Candidates only] 

  

A taste of what you’ll do 
As a Safer Gambling Trainer, you’ll design, deliver, and maintain effective training programs to support the SG team. Reporting directly to the Safer Gambling Manager, this role plays a key part in ensuring that team members, including analysts and leaders, are well-equipped with the necessary knowledge, skills, and understanding of all SG-related procedures and regulatory requirements. 

Training & Development 

• Serve as the first point of contact for Customer Support (CS) and Payments & Risk (P&R) training teams, coordinating inter-departmental training and shadowing sessions. 

• Organize and conduct onboarding training for all new SG analysts. 

• Deliver ongoing on-the-floor training, including shadowing sessions, upskill training, and process updates to ensure team members stay up to date. 

• Ensure compliance with regulatory training obligations, including yearly and ad hoc training requirements. 

• Continuously review and update training methods to maintain their effectiveness and relevance. 

Operational & Team Support 

• Support Team Leaders and the SG Manager by providing ongoing guidance and expertise to the team. 

• Offer floor support to analysts, assisting with complex queries and escalating issues when necessary. 

• Handle Zendesk escalations, assisting team members who require additional expertise to resolve tickets. 

• Assist in reviewing and updating SG manuals and internal procedures as processes evolve. 

Compliance, Reporting & Analysis 

• Log and register customer complaints, providing SG expertise to assist Operations in resolving cases, including refund requests. 

• Escalate complex complaints to the Legal team for further advice when needed. 

• Perform general SG analyst tasks, ensuring compliance with responsible gambling regulations. 

• Analyze team performance and training effectiveness, identifying trends and improvement areas. 

• Prepare and review reports related to training activities, compliance trends, and team performance to support decision-making and process improvements. 

• Assist Team Leaders and SG Management with weekly and monthly reports, contributing insights based on training and operational observations. 

Additional Responsibilities 

• Support the continuous development of the SG team by identifying knowledge gaps and implementing improvement strategies. 

• Carry out any other tasks related to the role of Safer Gambling Trainer as required. 

Who and what we are after? 

 

• Worked with the company for a minimum of 6 months and has passed probation period 

• Excellent inter-personal skills with a passion for teaching and sharing knowledge. 

• A solid understanding of our internal procedures and processes, with the ability to clearly communicate these and to offer context as to why they are our procedures. 

• Pro-active mindset and ability to notice gaps in our knowledge base, with the drive to identify these and come up with solutions. 

• The ability to measure and adapt in the day-to-day role. 

• Creative approach to problem-solving and a positive attitude. 

• Outgoing personality with a strong tendency towards analytics. 

• Flexible and enjoy a dynamic working environment.