Safer Gambling Officer

Safer Gambling Officer | Gibraltar | On‑siteBVGroup brings over 80 years of expertise to every bet, delivering technology-driven betting and gaming experiences to a global audience.BetVictor is our flagship B2C brand, complemented by multiple partner brands we manage and service such as Heart Bingo, talkSPORT BET to name but a few. Our SaaS platform is fully developed and ready to deploy, requiring minimal setup and no complex configuration.Join us at BVGroup and make an impact in a fast-paced, global industry. Collaborate with passionate experts, tackle exciting challenges, and help define the next generation of online sports betting and gaming.Purpose Of The RoleAs a Safer Gambling Officer, you will help protect our customers by identifying signs of gambling‑related harm and ensuring they understand the safer gambling tools available to them. You will communicate with customers by phone and email, assess potential risks, and make sure our processes meet regulatory requirements and company standards.You will play an important role in keeping customers safe, supporting fair play and maintaining a responsible gambling environment.Key ResponsibilitiesMonitoring customer activity and take action when behaviour suggests a gambling‑related risk, recognising signs of gambling harm and acting promptly to protect customers.Communicating with customers by live messaging and phone to discuss safer gambling tools and affordability.Handling sensitive conversations with empathy and professionalism.Reviewing cases where previously excluded customers attempt to access services.Managing disputes fairly and in line with licence guidelines.Following internal procedures to assess customer activity and record interactions accurately.Suggesting improvements to help identify unusual or risky behaviour more effectively.Ensuring customer queries and system checks are handled accurately and on time.Skills & ExperienceFlexible and able to work a rotating schedule based on business needs.Strong English communication skills, with the ability to write and update standard customer interactions.Previous experience in a safer gambling or similar environment is preferred.Good decision‑making skills and strong attention to detail.Comfortable working independently as well as part of a team.Able to stay objective and make quick, informed decisions when needed.Calm under pressure and able to manage difficult conversations with empathy.Confident suggesting new ideas and contributing to continuous improvement.Comfortable asking direct and sensitive questions when assessing customer situations.Work PatternRolling shift patterns for continuous 24/7/365 coverage.8-hour shifts with 30-minute break.How we hire:Our interviews are a two-way process, and we want you to have the time and opportunity to get to know us, as much as we are getting to know you! Our interviews are conversational, and we want to get the best from you, so come at us with questions and be curious.In the event that we receive sufficient applications for the role, this vacancy may be subject to early closure. Therefore, if you are interested, please submit your application as early as possible.#GibraltarJobs#SaferGambling#PlayerProtection