Responsible Gaming Support Advisor

At bet365, we're one of the world's leading online gambling companies, revolutionising the industry since 2000. Founded by Denise Coates CBE, we now employ over 9,000 people and serve over 100 million customers in 27 languages. Our focus on In-Play betting has solidified our market-leading position, offering an unmatched experience across 96 sports and 700,000 streaming events. With over 750 concurrent sporting fixtures at peak and more live sports streamed than anyone else in Europe, we handle over 6 billion HTTP requests daily and process more than 2 million bets per hour at peak.

We empower our employees to push boundaries and explore new ideas, cultivating a culture that celebrates and rewards creativity. This offers employees a wealth of opportunities for growth, giving them the opportunity to make a real impact in the world of online gambling. As a forward-thinking company, we’re breaking new ground in software innovation too, redefining what’s possible for our customers worldwide.

As a Responsible Gaming Support Advisor you will deliver empathetic and exceptional service ensuring all  interactions are managed with care and adhering to the Company’s Responsible Gaming policies and procedures.

The Responsible Gambling department is dedicated to promoting responsible gambling practices, protecting vulnerable individuals, monitoring and mitigating risk, and ensuring compliance with regulations. With it’s expansion into the US you will be essential to the exceptional customer experience shown through your passion for supporting our customers.   

The position is full time, working any 5 days from 7, between the hours of 7:00am and 10:00pm, including holidays and weekends.

The hourly rate for this role is $24.41.

• Exceptional communication skills, with the ability to listen empathetically and convey information clearly, both verbally and in writing.
• A customer-centric mindset, with a genuine motivation to understand customer needs and find effective solutions.
• The ability to manage multiple tasks efficiently with a high level of accuracy and attention to detail.
• The ability to remain composed and effectively de-escalate sensitive situations, demonstrating strong emotional resilience.
• Applying a consistently empathetic approach to understand customer needs and provide compassionate support.

• Engaging with customers via email, Live Chat, and telephone to provide support and guidance.
• Proactively providing tailored support to customers exhibiting signs of gaming-related harm.
• Taking full ownership of customer inquiries, using internal tools to manage cases from first contact to resolution.
• Addressing a wide range of Responsible Gaming queries and complaints with empathy and professionalism.
• Collaborating effectively with internal departments to ensure the swift resolution of customer issues.
• Promoting safer gaming practices and tools during customer interactions.
• Escalating complex cases to senior team members or specialist departments in line with established procedures.
• Maintaining a thorough and current knowledge of all Responsible Gaming policies, procedures, and relevant licensing requirements.

bet365 provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state, or local laws.