Job Description
Location: Home Based (must live within commutable distance to Sunderland)
Working from home may be the new normal for many, however this is something we have always done, and we are pretty proud of!
We are really pleased to confirm we will be expanding our Safeplay team and are looking to recruit both full and part time positions based from home, permanently!
Who are we?
tombola is the UK's biggest online bingo website, we also have online websites in Italy, Spain, Denmark & Sweden
Our approach is different to many of our competitors in that we produce all of our games ourselves; in fact, just about every aspect of tombola is managed in-house.
The future of tombola could not be brighter as we look to build on our existing market-leading presence.
What will you do?
Successful candidates will be responsible for providing advice, support and guidance around responsible gambling. Including tasks such as:
- Offering and promoting use of Safeplay tools available on the site
- Having natural conversations, offering advice about playing cheaper games, lower stakes, skipping every other game, using chat & social channels, money management etc
- Assess the different levels of risk and when/what correct action is required (impose limit, extra ID, removal from marketing, removal from access etc).
- Completion of financial assessments based on bank statements sent by players
- Completion of real time/daily/weekly internal reports
- Contact players using both inbound & outbound channels: Email, phone, live chat.
- Complete referrals that have been highlighted by customer facing teams which trigger a concern for a player.
- Completion of admin tasks such as player interactions evaluation logs
- Dealing with welfare interactions and supporting vulnerable players
What do you need to be successful
We welcome applications for those who demonstrate experience in the following:
- Communication in various different methods
- Managing your own workload
- A robust attitude and enthusiasm for continuous development, change and new opportunities
- Be familiar with your own potential, welcome feedback regularly
- Ability to adapt and change for the needs of our players and the business
- Flexibility and adaptability –IT skills covering computers and mobile devices
- Minimum of 3 GCSE's
- Appropriate workspace and equipment – (Laptop / desktop alongside a suitable home office area)
- High speed broadband connection
- Flexibility in attending best practice sessions with the team, both remotely and in the office.
- Ability to manage difficult conversations of a sensitive nature
Who are we looking for?
We aim for an awesome customer experience, and the foundations of this are a team with a positive attitude and eagerness to make a difference. You will be well organised and positive minded. Analytical and logical thinker with good listening skills. Structured problem solver and have excellent Customer Service skills. You should be driven with great time management skills. We’re a friendly bunch, with community at the heart of everything we do - to be successful in this position you must be a team player, someone great to be around. We want you not just to be good but to be great -with that comes commitment to continuously learn and develop in your role so we can deliver the best possible experience for our players
What would I be working?
Available shifts cover 7 days per week, 24 hours.
We currently have a range of shifts available (24-40-hour contracts), these will include evenings and weekends. Available patterns will be shared at interview stage.
Salary
- 12-week probation
- Up to 6 week remote training programme
- Salary based on Part Time – 20 hours per week - £13,915.20
- Salary based on Full Time – 40 hours per week - £27,830.40
Benefits
We know that having a happy team is key to creating the feel-good factor that helps us be the best we can be as a business so we offer a competitive range of benefits including the usual stuff like quarterly bonus, pension and private medical care.
To check out all of our benefits, please visit our benefits & perks* page.*
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Job Types: Full-time, Part-time