Head of Risk and Safer Gambling Operations


We're ready to welcome a brand-new Head of Risk and Safer Gambling Operations to develop and oversee the Risk & Safer Gambling Operational strategy and take ownership of our three main operational elements; Real-Time Monitoring, Customer Due Diligence and Fraud Prevention. Are you motivated by delivering exceptional customer experience? Passionate about ensuring that our customers are safe?We need an inspirational leader like you.We are the Customer Operations tribe and we have over a million customers to look after. We're always thinking of new ways to meet their changing needs - because nothings stands still for long in this game. Every day we're committed to making gambling safer for everyone, and you will be at the forefront of this commitment.What you will do….Be obsessed about the customer and be passionate about improving the user experience. You will lead the team to help understand and build innovative customer journeys that underpin exceptional customer experienceResponsibility for ensuring we are risk assessing customers correctly and having great interactions leading to positive outcomes for customersResponsible for Quality - from both a process and customer interaction perspective making sure we remain compliant.Working alongside Strategy and Delivery teams to ensure the operation keeps pace with the quantum of change required and are constantly managing evolving risk effectivelyTakes responsibility for the relationship with the High Risk Complaints Team, ensuring that any recommendations/ findings are successfully delivered by the operationCritically assess performance within the team to identify high and low performance; taking necessary action where requiredHow you will do it…You will be an experienced Operations professional and will be driven by delivering excellent customer serviceYou'll take practical and deliberate steps in every part of your role, to build and maintain an inclusive team. We strive to offer a culture of inclusion & belonging, and we each have a role to playYou will have proven leadership skills with the ability to engage, motivate and drive high performanceYou will have experience of managing teams who manage often difficult and complex customer interactions but who deliver outstanding outcomes for customers and businessesAn understanding of Safer Gambling principles/ customer protection is desirablePay & Benefits…Competitive salary & bonusAmazing benefits package featuring things like Pension, Healthcare, Dental, Cycle to Work, Gym Membership and loads moreA list of local discounts as long as your arm!Great holiday packageGreat coffeeCulture…We hire you for you, and celebrate individualityWe've created the kind of workplace that not only retains talent, but wins awards for it too - including a place on the prestigious Sunday Times 100 Best Companies to Work For list 5 years in a row.We're the 6th Best Place to Work 2019 on Glassdoor.Mental health & Wellbeing programmesDiversity and Inclusion and a company commitment to D&ISBG_NTWe are using virtual hiring and remote on-boarding to help our candidates and hiring managers stay safe. Face to face interactions will move over to video for this vacancy.We're building and promoting a culture where difference is valued & everyone can be the best version of themselves.Monday to Sunday - Shift

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