Safer Gambling Support Agent

ABOUT THE ROLEOur mission is to create the safest and greatest online gaming experience and our dedicated team of executives are at the forefront of identifying and interacting with our customers to educate and inform on how to remain safe whilst enjoying our sites.We want to be there for our customers, so this role covers 6am till 2am, 365 days a year with varying shift patterns covering day and night shifts. Details to be discussed during interview.YOU WILL BE RESPONSIBLE FOR:Interpreting and analysing data sets from customer accounts, following key patterns and trends that may indicate problem gambling.Monitoring player behaviour and making risk based, self driven decisionsPromote the importance of sustainability across external and internal stakeholders.Building relationships with our customers via email, chat, and phone across all of our managed brandsCoach our frontline teams to make informed decisions to safeguard our players and protect our brand reputation.A keen eye for detail and the ability to think on your feet.Educating and providing information to all staff regarding Safer Gambling strategies and procedures.Keep up to speed with regulatory requirements and process changes, which will affect our customers to ensure good decision makingOUR SUCCESSFUL CANDIDATE WILL HAVE:. Experience of working within a multi-channel customer service environmentEnthusiastic; self-motivated team workerConfident handling data and making analytical decisionsAn Investigative mindset and critical thinkerA decision maker with the ability to handle objections or concerns with first-time resolutionAbility to understand and interpret information from a range of data sources to make well judged evidence based decisionsExcellent oral and written communicationPrevious experience in the gambling industry is desirableWHO ARE WE?At the core of LeoVegas Group, is Team Leo. Our culture is our foundation and is what enables us to innovate, build, and lead as we trailblaze our way through the igaming industry. We’re a team of over 1400 innovators, initiators, and groundbreakers working in a fast-paced and agile environment across 11 offices world-wide.BENEFITS Hybrid work policy4 weeks of Workation - work from another agreed country (T&C apply)28 days paid leave + public/bank holidays in EnglandMatched pension contributions up to 6%BUPA healthcare which covers pre-existing conditions plus a dental cash-back plan to support with dental, optical & other treatmentsFree onsite parking and complimentary snacks and drinks. We also serve breakfast on Mondays and lunch on Fridays.Team and office socials events throughout the year, which also includes a quarterly team budgetEnhanced paternal leave enable our employees to spend time with their families during this timeJOIN US! In our pride, we like to empower our teammates to find their roar and run with their wildest ideas. We don’t wait around for things to happen, we pounce and make it happen!If you think you would be a good fit for the Leo pride - give us a roar!