Overview of the role:

As part of the Operations Risk department, the Safer Gambling Analyst (Mid) will play an important role in protecting customers by identifying, assessing, and responding to signs of gambling-related harm. The position will monitor customer activity, analyse behavioural and transactional patterns, and proactively engage with customers to encourage safer gambling behaviours. Reporting to the Safer Gambling Team Lead, this person will work closely with Customer Support, Fraud, Anti-Money Laundering, Payments, Commercial, Data, and other internal teams to strengthen customer protection and continuously improve operational processes.

What you’ll do:

• Monitor customer activity, gameplay, deposit patterns, and other indicators of potential gambling-related harm.
• Conduct detailed behavioural and account reviews to assess customer risk.
• Communicate proactively with customers and recommend actions that encourage safer gambling behaviours.
• Apply appropriate restrictions, including deposit or time limits, in line with internal procedures and regulatory requirements.
• Respond to internal and regulatory information requests.
• Compile safer gambling data, identify emerging trends, and support reporting activities.
• Collaborate with Customer Support, Fraud, Anti-Money Laundering, Payments, Commercial, and Data teams.
• Contribute to projects and process improvements focused on harm prevention and customer protection.

What you’ll bring:

• Strong communication and active listening skills.
• A customer-first mindset and genuine interest in customer wellbeing.
• Attention to detail and the ability to interpret behavioural and account information.
• Critical thinking, sound judgement, and confidence in making timely decisions.
• Ability to work effectively in a fast-paced and evolving environment.
• A collaborative, self-motivated, and responsible approach.
• Willingness to learn, develop, and consistently follow internal procedures.
• Advanced English is highly desirable, but not mandatory.

We require a candidate who has achieved or is capable of the following:

• Experience in Customer Service, Compliance, Customer Protection, Risk, or a related area.
• Ability to identify patterns, assess risks, and document decisions clearly.
• Confidence handling sensitive customer situations with empathy and professionalism.
• Proficiency in Microsoft Office and the ability to learn internal systems.
• Ability to work independently while collaborating with different stakeholders.
• Flexibility to work morning shifts and weekends, according to the team’s schedule.

Previous experience in safer or responsible gambling is desirable but not mandatory. Knowledge of Casino and Sportsbook products, Know Your Customer processes, Anti-Money Laundering and Counter-Terrorist Financing practices, document verification, fraud prevention, payment systems, Customer Relationship Management tools, or the online gaming industry will be considered an advantage.

We love people who want to challenge themselves and are passionate about what they do. If you believe you can contribute in some areas and are eager to learn, we encourage you to apply 🚀