The SG Analyst, is responsible for identifying, assessing and interacting with customers who may benefit from additional safer gambling support. The role involves reviewing customer activity reports and risk indicators, undertaking proportionate safer gambling interventions, and ensuring appropriate customer protection measures are applied in line with company policies, safer gambling principles and regulatory requirements.
The role plays a key part in delivering a consistent, customer-focused and evidence-based Safer Gambling approach.
Reporting to the Safer Gambling Manager, the role will conduct day-to-day monitoring of reports and customer communications queues, ensuring speedy and effective interventions when risks are identified.
What will I be doing?
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Customer Risk Identification & Assessment
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Review customer accounts, identified through the Safer Gambling risk model, reports, alerts, inbound communications and other sources that highlight potential risk.
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Analyse customer activity onsite, including deposits, losses, frequency, intensity, changes in behaviour and use of safer gambling tools.
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Consider relevant customer information and previous interactions when assessing the level of potential risk.
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Identify customers requiring immediate intervention or additional protective measures.
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Maintain a consistent and proportionate approach to customer risk assessment.
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Conduct timely and appropriate safer gambling interactions with customers.
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Use effective questioning techniques to understand the customer's gambling behaviour, circumstances and level of risk.
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Provide appropriate safer gambling information, tools and support.
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Discuss and encourage the appropriate use of deposit, loss and other safer gambling limits where relevant.
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Apply or recommend restrictions and other protective measures where required by policy.
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Use the correct escalation procedure for customers presenting higher levels of risk in accordance with internal procedures.
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Escalate complex or high-risk cases to the Safer Gambling Manager where appropriate.
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Communicate with customers in a professional, non-judgemental way.
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Inline with company processes, maintain accurate, clear, consistent records of all safer gambling reviews and interventions.
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Clearly document the evidence considered, customer responses, decisions made and actions taken.
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Ensure customer records provide a clear audit trail demonstrating how decisions were reached.
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Complete customer reviews within service level agreements and timeframes.
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Highlight any recurring issues that are identified, emerging customer behaviours and gaps in existing processes.
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Work with the Dev & Insights manager, providing feedback on the effectiveness of risk indicators and customer interventions.
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Contribute operational insight to improvements in the safer gambling risk model and processes.
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Support the development of best practice within the Safer Gambling team.
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Participate in quality assurance, calibration and team learning sessions.
What we are looking for
Essential
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Experience in a customer-facing, operational, compliance or risk environment.
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Strong communication and active listening skills.
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Ability to assess information, identify risk and make sound decisions.
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Strong attention to detail.
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Ability to handle sensitive and potentially challenging customer conversations.
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Ability to work independently while following defined policies and procedures.
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Strong written communication and record-keeping skills.
For this role you must be available to work evenings and weekends.
