A taste of what you’ll do As a Safer Gambling Trainer, you'll design, deliver, and maintain effective training programs to support the SG team. Reporting directly to the Safer Gambling Manager, this role plays a key part in ensuring that team members, including analysts and leaders, are well-equipped with the necessary knowledge, skills, and understanding of all SG-related procedures and regulatory requirements.
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Training & Development
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Serve as the first point of contact for Customer Support (CS) and Payments & Risk (P&R) training teams, coordinating inter-departmental training and shadowing sessions.
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Organize and conduct onboarding training for all new SG analysts.
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Deliver ongoing on-the-floor training, including shadowing sessions, upskill training, and process updates to ensure team members stay up to date.
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Ensure compliance with regulatory training obligations, including yearly and ad hoc training requirements.
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Continuously review and update training methods to maintain their effectiveness and relevance.
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Operational & Team Support
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Support Team Leaders and the SG Manager by providing ongoing guidance and expertise to the team.
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Offer floor support to analysts, assisting with complex queries and escalating issues when necessary.
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Handle Zendesk escalations, assisting team members who require additional expertise to resolve tickets.
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Assist in reviewing and updating SG manuals and internal procedures as processes evolve.
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Compliance, Reporting & Analysis
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Log and register customer complaints, providing SG expertise to assist Operations in resolving cases, including refund requests.
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Escalate complex complaints to the Legal team for further advice when needed.
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Perform general SG analyst tasks, ensuring compliance with responsible gambling regulations.
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Analyze team performance and training effectiveness, identifying trends and improvement areas.
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Prepare and review reports related to training activities, compliance trends, and team performance to support decision-making and process improvements.
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Assist Team Leaders and SG Management with weekly and monthly reports, contributing insights based on training and operational observations.
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Additional Responsibilities
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Support the continuous development of the SG team by identifying knowledge gaps and implementing improvement strategies.
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Carry out any other tasks related to the role of Safer Gambling Trainer as required.
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Who and what we are after?
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Worked with the company for a minimum of 6 months and has passed probation period
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Excellent inter-personal skills with a passion for teaching and sharing knowledge.
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A solid understanding of our internal procedures and processes, with the ability to clearly communicate these and to offer context as to why they are our procedures.
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Pro-active mindset and ability to notice gaps in our knowledge base, with the drive to identify these and come up with solutions.
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The ability to measure and adapt in the day-to-day role.
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Creative approach to problem-solving and a positive attitude.
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Outgoing personality with a strong tendency towards analytics.