Safer Gambling Agent

Flutter International in Malta is currently looking to recruit a Safer Gambling Agent to join their team on a full-time basis.

Overview:

We’re looking for a Safer Gambling Agent to join our Safer Gambling Team at Flutter UK & Ireland. 

Joining the Safer Gambling Team means being part of a group that puts trust at the forefront. We're dedicated to helping each other and making sure our customers use our products safely and responsibly. As a team, we prioritise doing what's right. Full training will be provided to ensure you are set up for success.

As a Safer Gambling Agent, you'll play a crucial role in managing against our Safer Gambling Customer Policy. This involves having meaningful conversations with our most vulnerable customers. There's also potential to work with three of our brands: Paddy Power, Betfair, and Sky Betting & Gaming.

What you’ll do:

• Handle incoming contacts from customers looking to discuss their restrictions or remove self-exclusion, using our Safer Gambling (SG) framework for open and productive conversations
• Become an expert in safer gambling practices
• Respond promptly and effectively to incoming customer contacts via live chat and/or phone
• Use our existing protocols for customers flagged for SG concerns to ensure impactful conversations and take necessary interventions
• Contribute to improving the overall safer gambling experience for our customers.

How You'll Do It:

• Experience using or willing to adapt to working with different communication channels and products including live chat, phone and email
• A passion for great customer service and commitment to supporting our customers including those who may be vulnerable
• Previous experience in customer-facing roles, with a track record of problem-solving and multitasking while prioritising risk management
• Excellent written and verbal communication skills in English
• Preferable to have previous experience with risk management in customer-facing roles or regulated industries
• Competent with IT systems and applications
• Strong analytical skills and attention to detail
• Ability to process information effectively and present findings clearly and concisely
• Manage multiple tasks simultaneously and take proactive control of your workload. 

Please ensure you are happy with and able to commit to the following before you apply:

• Shifts will fall between 08:00-00:00 Malta time, working 5 out of 7 days per week. This also includes working at peak events and national holidays.
• You must be located within commutable distance to the office to accommodate 6 weeks of office-based learning in our Malta office (located in St Julian's). We cannot approve any holiday during the training period.
• The expected start date is 13th February 2025 (tech set up an appointment) Induction starts 17th February.
• We will be in touch with an initial HireVue assessment upon your application. Please check your junk mail in the event this does not appear in your inbox.
• Hear it from our SG Team - for insight into the role, take a look at this: https://youtu.be/ZDtUB3mHENA

What’s on offer:

• A salary of € 26,000 per annum
• Flexible ways of working (minimum of 1-2 days per week in the office)
• €1,000 learning fund
• Wellbeing fund
• Twice-yearly bonus (with part of it guaranteed!)
• Pension contribution scheme
• Private healthcare
• Access to thousands of Udemy courses
• Invest via the Company Sharesave Scheme
• 16 hours of paid volunteering time per year
• Uncapped holiday.