Responsible Gaming Deputy Manager

At bet365, a leading online gambling company, the Responsible Gambling Deputy Manager will oversee daily operations, acting as a key point of contact for escalating complex player welfare issues. This role involves working closely with the Responsible Gaming Manager to implement the comprehensive responsible gambling strategy, ensuring departmental policies align with regulations and promoting a culture of awareness and support for customers. The Deputy Manager will drive continuous improvement of tools and processes, focusing on player protection in the US market, and will manage, coach, and develop a team of supervisors.

Must Have

• Managing, coaching, and developing a team of supervisors to maximize their potential and performance in delivering customer-focused services.
• Overseeing daily operations of the Responsible Gaming Support department, ensuring exceptional customer service and compliance with standards.
• Ensuring departmental policies align with US Responsible Gaming policies and compliance standards, and monitoring risks related to responsible gambling and implementing mitigation strategies.
• Utilizing de-escalation techniques to effectively manage situations involving vulnerable customers, ensuring their safety and well-being while providing support.
• Proposing and implementing innovative ideas to enhance processes in the Responsible Gaming Support department, focusing on improving customer interactions.
• Working closely with the Responsible Gaming Support Manager to achieve departmental goals and objectives, ensuring a seamless customer experience.
• Staying updated on the latest Responsible Gaming policies and regulatory requirements and sharing this knowledge with your team to enhance customer service.

Company Description

At bet365, we're one of the world's leading online gambling companies, revolutionising the industry since 2000. Founded by Denise Coates CBE, we now employ over 9,000 people and serve over 100 million customers in 27 languages. Our focus on In-Play betting has solidified our market-leading position, offering an unmatched experience across 96 sports and 700,000 streaming events. With over 750 concurrent sporting fixtures at peak and more live sports streamed than anyone else in Europe, we handle over 6 billion HTTP requests daily and process more than 2 million bets per hour at peak.

We empower our employees to push boundaries and explore new ideas, cultivating a culture that celebrates and rewards creativity. This offers employees a wealth of opportunities for growth, giving them the opportunity to make a real impact in the world of online gambling. As a forward-thinking company, we’re breaking new ground in software innovation too, redefining what’s possible for our customers worldwide.

Job Description

The Responsible Gambling department is dedicated to promoting responsible gambling practices, protecting vulnerable individuals, monitoring and mitigating risk, and ensuring compliance with regulations.

In this role, you will oversee daily operations, acting as a key point of contact for escalating complex player welfare issues. You will work closely with the Responsible Gaming Manager to oversee our comprehensive responsible gambling strategy, ensuring departmental policies align with regulations and promoting a culture of awareness and support for our customers.

Your insights and knowledge of Responsible Gaming will be vital in driving continuous improvement of our tools and processes, ensuring we remain at the forefront of player protection in the evolving US market.

The role involves flexible working hours including weekends, evenings and public holidays to cover the busy sporting calendar.

The salary range for this role is $80,000 - $90,000 annually.

Qualifications

• Strong understanding of compliance, risk management, and regulatory requirements related to Responsible Gaming in the US.
• Proven ability to lead and develop teams, with a focus on coaching and mentoring.
• Excellent time management and organizational skills, with the ability to meet deadlines in a fast-paced environment.
• Strong analytical and problem-solving skills to assess risks and propose effective solutions.
• Exceptional communication and interpersonal skills, with the ability to motivate and influence team members.
• Proven experience in de-escalation techniques and effectively managing situations involving vulnerability and risk.

Additional Information

• Managing, coaching, and developing a team of supervisors to maximize their potential and performance in delivering customer-focused services.
• Overseeing daily operations of the Responsible Gaming Support department, ensuring exceptional customer service and compliance with standards.
• Ensuring departmental policies align with US Responsible Gaming policies and compliance standards, and monitoring risks related to responsible gambling and implementing mitigation strategies.
• Utilizing de-escalation techniques to effectively manage situations involving vulnerable customers, ensuring their safety and well-being while providing support.
• Proposing and implementing innovative ideas to enhance processes in the Responsible Gaming Support department, focusing on improving customer interactions.
• Working closely with the Responsible Gaming Support Manager to achieve departmental goals and objectives, ensuring a seamless customer experience.
• Staying updated on the latest Responsible Gaming policies and regulatory requirements and sharing this knowledge with your team to enhance customer service.

bet365 provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state, or local laws.