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Senior Responsible Gambling Advisor

Job Reference: 00799120
Date Posted: 07 January 2019
Employer: Ladbrokes Coral
Location: Woking
Salary: Market Rate
Sector: Administration; Advert / Media / Entertainment; Call Centre / Customer Service
Job Type: Permanent
Closing Date: 10 February 2019

Job Description

This role is responsible for monitoring and reviewing account activity for new and existing customers to ensure that any signs of customer harm are identified and where appropriate, action is taken. The job holder will also be responsible for the re-activation of accounts after a period of exclusion to ensure that the customer is back in control and aware of their options and responsibilities.
In addition, this role will support and handle complex escalations from the RG team based in Manila and/or where a further, more senior review is required. The team provides second line support to VIP and Customer Services and may be required to interact directly with customers.
The role will handle customer and internal escalations to ensure both the business and the customer are protected.
Key Responsibilities
Ensure that incoming requests for Timeouts or Self Exclusion are processed in an efficient and timely manner, carrying out database searches for related accounts and clearly marking up accounts for audit purposes
Check and confirm, where a customer requests account reactivation, that their initial (and any other) reasons for exclusion are no longer evident
Perform linked self-exclusion checks between retail and online account databases
Process RG complaints and associated resolution and reporting procedures in line with SLA
Work with Customer Services, Retail and VIP teams, supporting and classifying fringe cases
Proactively identify ‘at risk’ customers and ensure the right level of interaction is conducted
Handle escalated cases from Manila and provide QA on the work being done by the offshore team
Prioritise incoming messages and workload to meet SLAs for completing cases
Additional Information
Good understanding of RG trigger signs and ability to establish and qualify root causes to resolve issues
Thorough knowledge of customer tools available to help them manage their gambling activity
Good understanding of Gambling regulation and relevant provisions for the protection of vulnerable people
Ability to communicate sensitively and calmly with external customers, often where they may be distressed  angry
Experience of handling sensitive, confidential customer information
Ability to remain calm, tactful, respectful and unbiased
Knowledge of betting/gambling products and their relative potential for causing harm
Ability to work confidently as part of a small team
Self-motivated on own tasks
Demonstrable knowledge and experience of RG practices
Must be detail orientated and analytical
Ability to problem solve under pressure
Excellent communication skills
Practical application of policy directives
Proficient in MS Office – Word, Excel and PowerPoint
About The Company
At Ladbrokes Coral, we believe we’ve got the best brands in betting and gaming; and the best people behind them too.

There’s never been a more exciting time to join us. Our recent merger combined more than 230 years of heritage and opened up a world of exciting opportunities for the future. With the biggest UK retail estate in the industry, a growing digital business and an ever-expanding international presence, we want to be the world’s best betting and gaming company, where customers want to play and people want to work.
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