Safer Gambling Analyst (Part‑time)

About the role

Hire Resolve’s client, a next‑generation betting platform, is looking for a part‑time Safer Gambling Analyst to support the Safer Gambling function within the compliance department in Cape Town. The role involves direct interaction with customers who may be experiencing gambling‑related harm and ensuring compliance with relevant legislation.

Key responsibilities

• Engage with customers via email, chat, or outbound calls who may be at risk of gambling‑related harm and take appropriate action.
• Uphold and help develop internal policies aimed at preventing gambling‑related harm.
• Handle escalations and queries from the Player Success Team relating to operational compliance cases.
• Monitor compliance communication channels to ensure SLA adherence and a smooth user experience.
• Manage complaint cases arising during shift hours.
• Analyse customer accounts from Safer Gambling and Anti‑Financial Crime perspectives.
• Escalate high‑risk cases to ensure effective player protection.
• Recommend improvements to Operational Compliance and Player Success processes.
• Collaborate with Safer Gambling Management and the Head of Operational Compliance to promote a culture of Safer Gambling.

Required profile

• Excellent oral, written, and verbal communication skills.
• Native or bilingual proficiency in English; additional languages are a plus.
• Experience handling difficult conversations with customers while staying calm.
• Ability to collaborate with multiple stakeholders to make informed decisions.
• Strong attention to detail and quick assessment of emerging cases.
• Comfort working under pressure in a fast‑paced environment.
• Self‑motivated, able to work independently and as part of a team.
• Proven track record of delivering excellent customer service.