Safer Gambling Team Lead

Overview

As our Safer Gambling Team continues to grow, we are seeking an experienced Safer Gambling Team Lead to lead our team and provide additional expertise in the management of complex customer accounts and safer gambling cases.

This is a team leadership position for an individual with proven experience in Safer Gambling/Responsible Gambling within the online gambling industry. Reporting to the Safer Gambling Manager, the role will combine leading the Safer Gambling Team with customer account management, risk assessment, complex safer gambling cases and customer interactions.

The successful candidate will have strong practical knowledge of safer gambling principles, customer risk management, affordability and financial risk, behavioural indicators, customer interventions and relevant regulatory requirements.

The role will involve working independently on complex and potentially higher-risk customer accounts, ensuring appropriate and proportionate interventions are applied and that all decisions are well considered, clearly documented and compliant with regulatory expectations.

The Safer Gambling Team Lead will be responsible for the day-to-day management of the team, including rotas, workload, performance and the training and development of agents, and will act as the first point of escalation for colleagues on complex cases and customer interactions.

This is a remote position which requires employees to work shifts between 6:00am and 11:00pm. Employees work a continuous rotating shift pattern, including mornings, evenings, and weekend work.

Summary of the Position

The Safer Gambling Team Lead will lead the Safer Gambling Team, with responsibility for the day-to-day management of the team and the monitoring of customer accounts and safer gambling activity.

The successful candidate will manage standard customer cases independently, reviewing account activity, customer history, behavioural indicators, financial information and previous interactions to determine appropriate and proportionate action.

Where more complex cases or customer interactions arise, they will be expected to provide additional support, using their experience and judgement to assist with appropriate decision-making and resolution.

The Safer Gambling Team Lead will also act as the first point of escalation for colleagues seeking assistance with challenging cases or queries, providing guidance and sharing knowledge to support consistent and effective case management across the team. 

Key Responsibilities

• Lead, motivate and manage the Safer Gambling Team, setting clear expectations and acting as the first point of escalation for the team.
• Manage the team rota and shift cover, ensuring adequate coverage across all shifts and compliance with working time requirements.
• Allocate and monitor workload across the team.
• Monitor individual and team performance against agreed KPIs and scorecards, providing regular feedback and coaching.
• Conduct one-to-ones, probation reviews and performance reviews, and address performance, conduct and attendance matters in line with company policies.
• Lead the onboarding and training of new agents.
• Manage and review customer accounts, identifying behavioural, financial and affordability risk indicators.
• Handle complex and higher-risk safer gambling cases, making proportionate and evidence-based decisions.
• Complete affordability and financial risk assessments in line with regulatory requirements and internal procedures.
• Apply appropriate interventions, including deposit limits, restrictions, cooling-off periods, enhanced monitoring, account closures and self-exclusion where appropriate.
• Conduct proactive and reactive safer gambling interactions with customers.
• Demonstrable track record of confidently managing welfare calls and high-risk customer interactions, applying sound judgement, empathy and appropriate interventions in line with safer gambling procedures and regulatory expectations.
• Manage and de-escalate challenging or irate customer interactions, using effective communication and sound judgement to reach appropriate and professional resolutions.
• Handle complex customer queries and sensitive conversations professionally and empathetically.
• Review Safer Gambling calls to ensure quality and consistency, stepping in where appropriate to support difficult customer interactions or assist agents who require additional guidance or support.
• Provide confident guidance and direction to colleagues seeking assistance, using experience and sound judgement to support decision-making and stepping in where required to manage complex situations or customer interactions.
• Support colleagues with complex cases and provide guidance where additional experience or knowledge is required.
• Maintain accurate, detailed and audit-ready case records, including clear rationale and outcomes.
• Support the Safer Gambling Manager with operational matters and deputise when required.
• Identify recurring issues, customer trends or process improvements and raise these with management.
• Work in accordance with applicable UKGC, Irish and Gibraltar safer gambling requirements.

Experience Required

• Minimum 2–3 years' experience in a Safer Gambling/Responsible Gambling role within the online gambling industry.
• Previous experience in a Team Lead, Supervisor or similar people management role within the online gambling industry.
• Strong practical knowledge of UKGC safer gambling requirements and customer protection expectations.
• Proven experience managing complex customer accounts and safer gambling cases.
• Experience with affordability, financial risk and behavioural risk assessments.
• Confident handling difficult and sensitive customer interactions.
• Strong decision-making, analytical and case management skills.
• Ability to work independently and manage a busy workload with a high level of accountability.
• Excellent attention to detail and documentation skills.
• Experience managing rotas, performance and quality assurance for a team.
• Irish and Gibraltar regulatory experience would be desirable.

What We Offer

• Competitive remuneration
• Ongoing professional development and training
• Opportunity to develop within a growing Safer Gambling function
• The opportunity to contribute to improving customer protection and safer gambling processes