Safer Gambling Team Lead

About the role

The Safer Gambling Team Lead leads the Safer Gambling Team and provides expertise in managing complex customer accounts and safer gambling cases. Reporting to the Safer Gambling Manager, the role combines team leadership with customer account management, risk assessment, complex cases and customer interactions. It is an office-based role with shifts between 7:00am and 11:00pm, on a continuous rotating pattern including mornings, evenings and weekends.

Key responsibilities

• Lead, motivate and manage the team, set expectations and act as first point of escalation for colleagues.
• Manage the rota and shift cover, allocate and monitor workload, and monitor performance against KPIs and scorecards.
• Conduct one-to-ones, probation and performance reviews, and lead onboarding and training of new agents.
• Review customer accounts and handle complex, higher-risk cases, applying proportionate interventions such as deposit limits, restrictions, cooling-off periods, enhanced monitoring, account closures and self-exclusion.
• Complete affordability and financial risk assessments and carry out proactive and reactive customer interactions.
• Review Safer Gambling calls, support colleagues with complex cases and maintain accurate, audit-ready case records.
• Support the Safer Gambling Manager operationally and deputise when required; identify recurring issues and trends and raise them with management.

Required profile

• Minimum 2-3 years' experience in a Safer Gambling/Responsible Gambling role in the online gambling industry.
• Previous team lead, supervisor or similar people management experience in the same industry.
• Proven experience managing complex customer accounts and cases, and with affordability, financial and behavioural risk assessments.
• Confident handling of difficult, sensitive customer interactions and de-escalation of irate customers.
• Irish and Gibraltar regulatory experience desirable.

Required skills

• Strong practical knowledge of UKGC safer gambling requirements and customer protection expectations.
• Decision-making, analytical and case management skills.
• Ability to work independently, manage a busy workload and document accurately.
• Experience managing rotas, performance and quality assurance for a team.

What we offer

• Competitive remuneration.
• Ongoing professional development and training.
• Opportunity to develop within a growing Safer Gambling function and improve customer protection processes.