Safer Gambling Agent

We’re looking for a Safer Gambling Agent to join our Safer Gambling team at Flutter UK & Ireland.

Joining the Safer Gambling team means being part of a group that puts trust at the forefront. We're dedicated to helping each other and making sure our customers use our products safely and responsibly. As a team, we prioritise doing what's right. Full training will be provided to ensure you are set up for success.

As a Safer Gambling Agent, you'll play a crucial role in managing against our Safer Gambling Customer policy. This involves having meaningful conversations with our most vulnerable customers. There's also potential to work with three of our brands: Paddy Power, Betfair, and Sky Betting and Gaming.

What you’ll do

• Handle incoming contacts from customers looking to discuss their restrictions or remove self-exclusion, using our Safer Gambling (SG) framework for open and productive conversations.


• Become an expert in safer gambling practices.


• Respond promptly and effectively to incoming customer contacts via live chat and / or phone.


• Use our existing protocols for customers flagged for SG concerns to ensure impactful conversations and take necessary interventions.


• Contribute to improving the overall safer gambling experience for our customers.

How you'll do it

• Experience using or willing to adapt to working with different communication channels and products including live chat, phone and email.


• A passion for great customer service and commitment to supporting our customers including those who may be vulnerable.


• Previous experience in customer-facing roles, with a track record of problem-solving and multitasking while prioritising risk management.


• Excellent written and verbal communication skills in English.


• Preferable to have previous experience with risk management in customer-facing roles or regulated industries.


• Competent with IT systems and applications.


• Strong analytical skills and attention to detail.


• Ability to process information effectively and present findings clearly and concisely.


• Manage multiple tasks simultaneously and take proactive control of your workload.

Please ensure you are happy with and able to commit to the following before you apply

• Shifts will fall between 08:00-00:00 Malta time, working 5 out of 7 days per week. This also includes working at peak events and some bank/national holidays.


• You must be located within commutable distance of the office to accommodate 6 weeks of office-based learning in our Malta office. We cannot approve any holiday during the training period.


• The expected start date is February.

We will be in touch with an initial HireVue assessment upon your application. Please check your junk mail in the event this does not appear in your inbox.

What’s on offer

• A salary of €26,000 per annum


• Flexible ways of working (minimum of 1-2 days per week in the office)


• €1,000 learning fund


• Wellbeing fund


• Twice-yearly bonus (with part of it guaranteed!)


• Pension contribution scheme


• Private healthcare


• Access to thousands of Udemy courses


• Invest via the Company Sharesave Scheme


• 16 hours of paid volunteering time per year


• Uncapped holiday

About Flutter UK & Ireland
We are Flutter UK & Ireland. Leaders in betting, gaming, and entertainment. We are the home of big-hitting brands including Sky Betting and Gaming, Paddy Power, Betfair and Tombola.

We are thousands of colleagues. Across 6 locations. In 5 countries. We play as one trailblazing team.

Creating trusted entertainment for millions every week. Sharing ideas, expertise, and technology. Innovating in one of the most competitive and most regulated markets in the world.

And the values that guide us? Here they are
Customer First, Always | Change The Game | Win Together | Free To Be Me

We’re proud of our 4 values, they reflect what matters most to our people and will guide the decisions we make, represent what we believe in and support how we do things at Flutter UK & Ireland.

Find out more about how we co-created our values with over 10,000+ insights from our people!

We’re working to be an inclusive employer, and we encourage people from all backgrounds, ways of thinking and working to apply. Everyone brings different perspectives and experiences; you don't have to meet all the requirements listed to apply for this role.

If you need any adjustments to make this role work for you let us know, and we’ll see how we can accommodate them.
Flutter UK & Ireland - KMP-95531