Responsible Gambling Customer Care Specialist

We’re Super Group, the NYSE-listed digital gaming company behind some of the world’s leading Sports and iGaming brands, including Betway and Jackpot City. We’re a powerhouse built on decades of expertise and we’re changing the game for good. Our mission is to give our customers a superclass entertainment experience.

Who we’re looking for

We’re on a thrilling journey of growth and innovation, and we need passionate, driven individuals to join us. At Super Group Africa, every day is action-packed, and we expect you to bring your A-game. In return, you’ll find a supportive environment where your skills can flourish and your career can soar.
 

Ready to become a game-changer? Supercharge your career with us and be part of something extraordinary.

Why we need you

We’re building experiences that wow our customers – and that starts with bold, curious people who want to do work that matters.

If you’re hungry to grow, excited by impact and ready for a challenge that will supercharge your career, this could be your moment.
 

As a Responsible Gambling Specialist, the role will be focused on protecting customers to ensure they are gambling responsibly. The Responsible Gambling Specialist will safeguard clients’ personal information and ensure the protection of the business against acts of fraud. This will help us stay ahead of the game.

What you’ll do

As part of your role, your responsibilities will include:

• Responsible Gambling Guidance

• Provide compliance guidance from a Responsible Gambling process

• Provide direction and assistance to the areas allocated to them

• Process all compliance-related inbound emails from customers and then take the relevant action

• Review self-exclusion removal requests and then escalate to the relevant department

• CIP account reviews

• Responsible for conducting CIP account reviews to determine whether a CIP intervention is required

• Assess and decide, based on a thorough review, which level of intervention is appropriate

• Be accountable for performing appropriate actions on accounts in accordance with Responsible Gambling guidelines.

• Compliance task reviews

• Be accountable for reviewing all compliance tasks conducted by the Contact Centre

• Assess whether the correct actions were taken

• Inform respective manager of any higher-level interventions via email.

• Communication

• Inform Key Account Managers of interventions taken on hosted accounts

• Conduct follow up calls to customers who come in via the CSC mentioning suicide or self-harm

This job description is not intended to be an exhaustive list of responsibilities. You may be required to complete other reasonable duties in order to achieve business objectives.

What you’ll bring

The necessary skills that we require for this role include:

• Strong verbal and written communication skills, with the ability to convey complex ideas clearly and effectively

• Experience working collaboratively in cross-functional teams, with a focus on achieving shared goals

• Expertise in managing multiple projects simultaneously, with a track record of delivering on time and within scope

• Exceptional attention to detail, ensuring high standards of quality in all outputs

• Ability to adapt quickly to changing environments and priorities, maintaining effectiveness in dynamic situations
   

Desirable skills you’ve got up your sleeve

It would be great if you also have some the following skills:

• In-depth knowledge of sports betting markets, including odds calculation, betting types and market trends

• Previous experience in the online gaming or casino industry, with a strong understanding of player behaviour and industry regulations

• Familiarity with gambling regulations and compliance requirements in various jurisdictions, ensuring adherence to legal standards

• Experience in developing and executing customer retention strategies

Our values are non-negotiables

Our culture is underpinned by core values that are linked to key behavioural competencies. Along with the below behavioural competencies, these are essential for all employees in order for you to embed in and drive our culture forward.

These competencies are:

• Adaptability

• Ownership and accountability

• Initiating action

• Resilience

• Team orientation

• Integrity

• Innovation

What you’ll get back

We invest in your growth and wellbeing, so you can bring your best:

• Supergrowth is real here. Our learning and development programmes give you the tools, training and opportunities to level up fast.

• Your progress matters. Our Performance tool ensures you get meaningful feedback to support your development and superdrive your career.

• Support that has your back. Our Employee Assistance Programme offers resources for you and your family.

• Medical Aid

• Provident Fund
   

Ready to feel superclass?
 

At Super Group, your experience matters. We’re honest, fair, and focused on helping you succeed – and your work will have real impact from day one.

Game on!