SG Agent (Gibraltar)

Overview: As our team continues to grow, we are seeking a full-time Safer Gambling Agent to lead and strengthen our responsible gambling initiatives. This role will be responsible for ensuring compliance with regulatory requirements, promoting player protection, and developing strategies that support a safe and responsible gaming environment. The ideal candidate will have strong knowledge of safer gambling practices, regulatory frameworks, and customer risk management, along with the ability to collaborate across teams to drive a culture of responsible gaming throughout the organisation. This role requires employees to work shifts between 6:00am and 10:00pm . Employees work a continuous rotating shift pattern, including mornings, evenings, and every second weekend. The rota typically consists of a four-day working week followed by a six-day working week. Shift patterns and rotations are subject to change in line with business needs. Summary of the position: We are seeking an enthusiastic and detail-oriented individual who works well both independently and as part of a team. This role will sit within the Safer Gambling Team, supporting the effective day-to-day delivery of our safer gambling policies, procedures, and customer protection initiatives under the guidance of the Safer Gambling Manager. The successful candidate will be a confident and empathetic communicator, capable of engaging with customers sensitively on responsible gambling matters and conveying regulatory requirements clearly. They will handle customer interactions professionally, assess customer risk indicators, and take appropriate action in line with internal procedures and regulatory obligations. A key part of this role is the delivery of high-quality, empathetic customer interactions, ensuring that customers who may be experiencing gambling-related harm are identified early, engaged with appropriately, and supported in line with regulatory expectations and QuinnBet's safer gambling framework. Key Responsibilities: Implement safer gambling policies and procedures in line with regulatory expectations and internal procedures Maintain compliance with UKGC, Irish, and Gibraltar frameworks in all customer-facing activity Conduct proactive and reactive customer interactions to identify and act on behavioural, affordability, and financial risk indicators Review customer accounts and activity to identify patterns of concern, applying appropriate interventions including deposit limits, cooling-off periods, self-exclusion referrals, and GAMSTOP signposting Complete affordability assessments and responsible gambling interactions in line with UKGC financial risk thresholds, escalating to the Safer Gambling Manager or Team Lead where enhanced review is required Handle customer contacts relating to safer gambling, responsible gaming concerns, and self-exclusion requests in a professional, non-judgmental, and empathetic manner Support the handling and resolution of safer gambling-related customer queries and complaints, escalating to the Safer Gambling Manager or team lead where appropriate Maintain accurate and complete case records in the case management system, ensuring all customer interactions are documented with a recorded outcome, rational and next action Receive quality assurance feedback from the Quality team and act on it promptly, working with the Safer Gambling Manager and Team lead to develop and improve performance Support onboarding and continuous training by sharing knowledge and contributing to a consistent team approach Support internal audits, regulatory reviews, and licensing requirements by maintaining audit-ready case files and documentation Education and Experience Required. A minimum of one year's experience in a related role, preferably in the gaming, financial services, or customer-facing compliance sector Demonstrable understanding of UKGC safer gambling regulations, guidance, and expectations, or a willingness to develop this knowledge rapidly Strong organisational skills and the ability to prioritise and deliver in a fast-paced and dynamic environment with a high degree of personal accountability, integrity, and trust Strong attention to detail and the ability to assess customer risk indicators and apply sound, consistent judgment High level of integrity, accountability, and discretion when handling sensitive customer information Recognised relevant qualification is desirable; the company will support further certification if required Excellent written and verbal communication skills in fluent English What We Offer Competitive salary Ongoing professional development and training support Opportunity to shape the Safer Gambling culture in a fast-growing, values-driven company Support in obtaining relevant certifications and qualifications