Safer Gambling Team Lead (German)
Castle Hill is working with one of Gibraltar’s leading online gaming companies who are seeking for a Safer Gambling Team Lead (German) to oversee and manage a team of Safer Gambling Officers ensuring that all daily work tasks and activities are being accomplished in line with agreed service levels and department objectives.
This is an amazing opportunity to live & work in the sun whilst working in the exciting, fast-paced, and ever-growing world of online gaming.
The ideal candidate would be a native German speaker with fluent English skills, and experience of working in a safer gambling environment.
The successful candidate will:
- Work closely with Safer Gambling Officers, Payments & Fraud Team, Contact Centre, Account Management and EDD teams
- Ensure all safer gambling regulatory requirements are met on an ongoing basis
- Investigate and manage potential safer gambling cases through to resolution, ensuring compliance with the relevant legislation and regulations
- Effectively coach and motivate staff on their performance to ensure service levels, quality and operational expectations are achieved
- Perform random checks of the contact inflow volume, quality of replies and handling time
- Handle escalated/complex queries and complaints as required ensuring officers are shown how to deal with such queries in the future
- Oversee activities; improve operating efficiency and the contact handling quality. Prepare and assist in performance appraisals
- Liaise with Compliance/MLRO to ensure suspicious activity is highlighted for investigation
What will you bring?
- Excellent German and English language skills
- Experience of working in a Safer Gambling environment
- Strong attention to detail
- Experience in leading a team preferred
- The ability to mentor, coach and provide direction to a team of employees
- Confidence in proposing new ideas and in a continuous improvement environment
- Flexibility to work flexible hours depending on the needs of the business
If you would like to discuss this opportunity, then please don’t hesitate to contact Castle Hill today.