Safer Gambling Trainer

A taste of what you’ll do 

As a Safer Gambling Trainer, you'll design, deliver, and maintain effective training programs to support the SG team. Reporting directly to the Safer Gambling Manager, this role plays a key part in ensuring that team members, including analysts and leaders, are well-equipped with the necessary knowledge, skills, and understanding of all SG-related procedures and regulatory requirements. 

 

Training & Development 

• Serve as the first point of contact for Customer Support (CS) and Payments & Risk (P&R) training teams, coordinating inter-departmental training and shadowing sessions. 

• Organize and conduct onboarding training for all new SG analysts. 

• Deliver ongoing on-the-floor training, including shadowing sessions, upskill training, and process updates to ensure team members stay up to date. 

• Ensure compliance with regulatory training obligations, including yearly and ad hoc training requirements. 

• Continuously review and update training methods to maintain their effectiveness and relevance. 

  

Operational & Team Support 

• Support Team Leaders and the SG Manager by providing ongoing guidance and expertise to the team.
  • Assist Team Leaders with Quality Assurance (QA) processes by reviewing analyst performance, identifying development areas, and supporting coaching and feedback initiatives to maintain high standards within the team.
  • Offer floor support to analysts, assisting with complex queries and escalating issues when necessary.
  • Handle Zendesk escalations, assisting team members who require additional expertise to resolve tickets.
  • Assist in reviewing and updating SG manuals and internal procedures as processes evolve.
  • Support the SG Manager and Team Leaders with ad-hoc management and operational tasks as required.
  
  

  

Compliance, Reporting & Analysis 

• Log and register customer complaints, providing SG expertise to assist Operations in resolving cases, including refund requests. 

• Escalate complex complaints to the Legal team for further advice when needed. 

• Perform general SG analyst tasks, ensuring compliance with responsible gambling regulations. 

• Analyse team performance and training effectiveness, identifying trends and improvement areas. 

• Prepare and review reports related to training activities, compliance trends, and team performance to support decision-making and process improvements. 

• Assist Team Leaders and SG Management with weekly and monthly reports, contributing insights based on training and operational observations. 

  

Additional Responsibilities 

• Support the continuous development of the SG team by identifying knowledge gaps and implementing improvement strategies. 

• Carry out any other tasks related to the role of Safer Gambling Trainer as required. 

 

Who and what we are after? 

• Worked with the company for a minimum of 6 months and has passed probation period 

• Excellent inter-personal skills with a passion for teaching and sharing knowledge. 

• A solid understanding of our internal procedures and processes, with the ability to clearly communicate these and to offer context as to why they are our procedures. 

• Pro-active mindset and ability to notice gaps in our knowledge base, with the drive to identify these and come up with solutions. 

• The ability to measure and adapt in the day-to-day role. 

• Creative approach to problem-solving and a positive attitude. 

• Outgoing personality with a strong tendency towards analytics. 

• Flexible and enjoy a dynamic working environment. 
  

Employee benefits 
 

• Private health insurance – because your wellbeing matters to us 

• Wellness allowance – up to €300 per year 

• Fresh and healthy Breakfast Lunch prepared every day in our penthouse kitchen – you can save up to €3,000 a year 

• Birthday leave – as we want you to celebrate your day 

• Company and team-building events – trust us, these are legendary 

• Performance bonus – up to 10% of base salary if you reach your KPIs 

• Relocation package to Malta, including flight and two weeks of accommodation 

• And much more – see for yourself! 

 

Meet all the eligible criteria? Apply today and join the Immense Group team. 

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