Compliance Safer Gambling Agent

ABOUT US

Spreadex has been a trusted name in sports and financial spread betting for over 25 years. Since expanding into fixed odds betting in 2010 and CFD trading in 2017, we remain the only global operator to offer all these services under a single brand.

Following a quarter-century of sustained profitability, we’re entering an exciting new phase of growth across both our sports and financial divisions. This ambitious expansion is backed by a significant increase in our marketing investment and the acquisition of Sporting Index.

This role offers a unique opportunity to join a dynamic and growing team at our vibrant St Albans office, just outside London. The position offers a hybrid working model, combining both office-based and remote work, with a requirement to work evenings and weekends.

Our office is based in St Albans, Hertfordshire with a fast and simple commute from London and the surrounding area:

• 20 minutes from London St Pancras/Kings Cross by direct train

• Regular services also run from Farringdon, City Thameslink, and Blackfriars

• Easy access from the M1, A1(M), and M25

ABOUT THE POSITION

The Safer Gambling Agent is a new position at Spreadex, whose main role will be undertaking interactions via phone or live chat with customers potentially exhibiting signs of experiencing gambling related harm.

A degree of flexibility is required to align with the operational demands of the sports betting industry. Working hours (37. hrs per week) are scheduled on a planned rota and include regular weekend working (one Saturday or Sunday twice a month) and at least 1 evening shift per week, generally finishing by 19:30. All shifts are planned in advance, with rotas designed to balance business needs while supporting a work–life balance wherever possible.

The role holder’s primary responsibilities will include:

• Conducting customer interactions via live chat or phone to understand if customers with higher levels of gambling spend are comfortable that they can afford the amounts they are depositing. Documenting the conversation held and any action taken.

• Conducting customer interactions via live chat or phone to understand if customers showing potential indicators of gambling-related harm are at high risk of harm. Documenting the conversation held and any action taken.

The role holder’s secondary responsibilities will include:

• Categorising, verifying and assessing customer KYC documentation. Checking for authenticity and any signs of potential financial vulnerability on financial statements.

• Responding to ad-hoc business and customer questions and queries in relation to compliance. Escalating questions to appropriate senior staff members using the correct channels when not able to answer them personally.

• Reviewing customer declared income and savings figures where there are signs of obvious inaccuracy or inconsistency.

• Undertaking Marketing Affiliate PEP and Sanction checks.

• Reviewing advertising platforms and affiliate partners to ensure that holding a relationship with such partners would not lead to a breach of any regulatory requirements.

• Assessing whether customers across brands with similar personal details are the same person.

ABOUT YOU

• Experience interacting with customers over the telephone.

• Be sensitive, professional, and resilient when conducting customer interactions.

• Have excellent attention to detail and have strong written and oral communication skills.

• Be intellectually curious and have the confidence to follow up compliance concerns using your own initiative.

• Have proven organisational skills, with the ability to prioritise, multi-task and work under pressure.

• Have the ability to develop good relationships with other departments and with clients.

• Available to work evenings and weekends to align with when our customers are most contactable.

• Able to work remotely as part of a hybrid model, where three days will be in the office and two working from home.

• Flexibility for a part time position, but this should cover our busiest times (weekends and evenings).

The below would be beneficial but not essential

• Have experience of working for a gambling operator in a compliance role, with a good understanding of sports betting products.

• Have previous experience of safer gambling issues including customer interacting processes.

• Have solid understanding of Gambling Commission requirements under LCCP, including social responsibility, customer interactions and AML.

BENEFITS

• Competitive salary and bonus scheme.

• Hybrid working (2 days working from home), including 2 weeks remote working from any location after 6 months of service.

• 25 days holiday, rising to 30 after 2 years.

• Enhanced parental leave.

• Contributory pension scheme.

• Private medical insurance scheme.

• Discounts for gym membership, travel & cinema.

• Sabbatical after 10 years of service.