Safer Gambling Team Leader

Purpose of the Role

Work with the Safer Gambling Manager to ensure the Safer Gambling team's overall performance. Facilitate talent management by developing the SG team to provide a service to our customers that meets industry-required standards. Ensure adherence to the regulatory framework for various jurisdictions and in line with our Social Responsibilities.

Responsibilities:

Operational Support & Improvement

• Manage the Safer Gambling team’s overall performance, ensuring the quality of service and adherence to standards.
• Manage the team’s workflow and resources, ensuring queries are handled efficiently and within Social Responsibility guidelines.
• Recommend changes and amendments to Safer Gambling operational activities and processes to improve performance.
• Work closely with the SG Manager and SG Team Leader to promote a culture of Safer Gambling throughout the company.
• Stay updated on regulatory requirements and ensure the team complies with regulatory frameworks and Social Responsibility guidelines.

Team Performance Management

• Provide accurate reporting on team performance and operational metrics.
• Conduct regular performance reviews for the team to maintain high standards.
• Conduct performance-related QA, one-on-one discussions, and provide live coaching as required.
• Brief the team on shift about current issues, priorities, and objectives.
• Identify inefficiencies within the team and work with the SG Manager to implement solutions.
• Conduct monthly catch-up, feedback, and review sessions with team members.
• Review new staff during their probationary period to ensure quality standards are met.
• Manage agent lateness and absenteeism, addressing patterns and documenting discussions.

Player Support & Risk Management

• Monitor and review daily, weekly, and monthly follow-up cases as per internal procedures.
• Assist the team with more complex escalations to ensure player protection is safeguarded at all times.
• Monitor and review phone calls from a Safer Gambling perspective, raising concerns to the SG Manager when necessary.
• Analyze risk-scoring alerts to identify potential addictive behaviour and contact players at risk via phone or email, providing support according  to internal policies and procedures.
• Log and resolve technical issues promptly.