Safer Gambling Team Lead

Summary

Join Midnite's Compliance Department as a Safer Gambling Team Lead and oversee a team dedicated to reducing gambling-related harm. Lead and mentor a team of Safer Gambling Analysts, engaging directly with customers to address concerns and implement interventions. Manage escalations, develop safer gambling procedures, analyze customer accounts, and provide training and coaching. Collaborate with other departments and prepare reports on safer gambling activities. This full-time role requires flexible availability across shifts (9am-7pm, Monday-Sunday).

Requirements

• Excellent team management skills, with prior experience in supervising a team
• Strong written and verbal communication skills with fluency in English (native or bilingual proficiency)
• At least two years of experience in Safer Gambling, Anti-Money Laundering, or a similar compliance-focused role
• Experience managing difficult customer conversations, particularly in high-pressure scenarios
• Proficient in analysing customer data and identifying trends or risks related to gambling behavior
• Attention to detail with the ability to assess and prioritise cases effectively
• Self-motivated and able to work independently or collaboratively in a fast-paced environment
• Previous experience in delivering excellent customer service

Responsibilities

• Lead and mentor a team of Safer Gambling Analysts, ensuring adherence to policies and the delivery of high-quality customer interactions
• Engage directly with customers via email, chat, or outbound calls to address safer gambling concerns and implement interventions as needed
• Manage escalations and complex cases, ensuring appropriate action is taken in line with internal processes and regulatory requirements
• Develop and refine safer gambling procedures, collaborating with management to continuously improve team practices and processes
• Analyse customer accounts flagged through internal systems or by the Player Success Team to identify and address signs of gambling-related harm
• Provide training and coaching to team members to enhance their understanding of safer gambling practices and customer care
• Monitor team performance to ensure SLA compliance and maintain a frictionless user experience
• Collaborate with other departments, including Anti-Financial Crime and Player Experience, to assess and address customer risks effectively
• Prepare and deliver reports on safer gambling activities, identifying trends and recommending improvements to existing frameworks
• Ensure all customer interactions and outcomes are documented accurately and in compliance with relevant regulations
• Escalate high-risk cases and suspicious activity to the appropriate stakeholders, such as the MLRO or Head of Compliance

Preferred Qualifications

• Experience working in the iGaming industry or another highly regulated sector
• Familiarity with (KYC) processes and Anti-Financial Crime practices
• A background in customer service, call centers, or sales environments where negotiation and resolution skills were key
• Relevant compliance qualifications (e.g., ICA, ACAMS) or training in safer gambling best practices

Benefits

• Comprehensive health coverage: Look after your well-being with our outstanding zero-excess health insurance plan, which includes optical and dental coverage
• Simplify life: Take advantage of our nursery salary sacrifice scheme, allowing you to conveniently pay your child's nursery fees straight from your paycheck
• Work-life balance: Enjoy 25 paid holidays a year, plus generous paid maternity, paternity, and adoption leave, supporting you during life's most important moments
• Productive home office: We provide everything you need for a comfortable and ergonomic home setup, ensuring you're as productive as possible
• Flexible working: We embrace flexible working, allowing you to adjust your schedule when life's unexpected moments arise
• Latest tech made easy: With our salary sacrifice schemes, you can upgrade to the latest gadgets, household items, and mobile tech without the upfront cost
• Exclusive perks: Enjoy a wide range of discounts on retailers, groceries, and subscriptions, making life a little more affordable
• Grow with us: Expand your skills through internal and external learning opportunities while benefiting from access to mentorship programs that support your development
• Transparent compensation: We provide competitive pay with clear team bandings and salary grids, ensuring that salary discussions are simple and fair
• Constructive feedback: We foster a transparent culture, encouraging individual feedback and review sessions to help everyone improve
• Work from anywhere: Whether it's a cosy cottage in the Cotswolds or anywhere else, enjoy the freedom of working remotely