Safer Gambling Team Lead (DE)

Reports To: Reports To: Safer Gambling Manager
Department: Legal & Compliance
Location: Malta
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Purpose of the role:

Reporting to the Safer Gambling Manager the role holder will be responsible for leading a team of Safer Gambling Officers ensuring that all daily work tasks and activities are carried out in line with agreed service levels and department objectives.

Key Responsibilities / Duties:

  • Allocation of daily work tasks and supporting the officers where there is a need to maintain service levels.
  • Monitor activity; improve operating efficiency and the contact handling quality. Prepare and assist in performance appraisals.
  • Investigate and manage potential Safer Gambling cases through to resolution, ensuring compliance with the relevant legislation and regulations.
  • Educate, develop, and motivate staff to meet or exceed service levels, quality and operational expectations.
  • Acting as first point of contact for escalated queries ensuring Officers are shown how to deal with such queries in the future.
  • Ensure all systems are functioning and working efficiently.
  • Make random checks of the contact inflow volume, quality of replies and handling time.
  • Ensure that all incoming queries are dealt with accurately and in a timely manner.

Key Working Relationships:

  • Key relationships with Safer Gambling Officers, Payments & Fraud Team, Contact Centre, Account Management and EDD teams.
  • Working closely with the Head of Compliance to ensure consistent approach in work practices.
  • Communicate with other teams and departments to handle various projects as required.
  • Liaising with Compliance/MLRO to ensure suspicious activity is highlighted for investigation.

Person Specification, Skills, Experience & Qualifications:

  • A native German speaker and fluent in English.
  • Experience of working in a Safer Gambling environment.
  • Previous Team Leader Experience preferred.
  • Good decision-making skills.
  • An eye for detail and able to manage a team.
  • Confident at proposing new ideas and in a continuous improvement environment.

Working Hours:

  • 40 Hours per week to suit the needs of the business.
  • Will include weekend and evening work.

Relocation Package:

BetVictor will take care of all your relocation requirements including booking flights, organising airport transfers, paying for movement of additional belongings and providing rental assistance for the first three months.

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    BetVictor is an equal opportunity employer.