Gambling Specialist

Moonspin is proud to offer industry‑leading Customer Service, Risk/Fraud, and Tech Development services to our international client base. Our expertise lies in delivering world‑class multilingual customer support 24/7, maintaining strict Risk/Fraud processes, and developing state‑of‑the‑art technological designs and features. We hire experienced top talented people which enables us to offer exceptional business services while enjoying a “work hard play hard” engaged environment.

The incumbent will be the point of contact for all Responsible Gambling queries, particularly as it relates to the UK, ROW and Ontario Markets; and ensure that all compliance and operational objectives in this regard, are met whilst on shift.

• Manage workflow, resources and ensure that queries are dealt with within the guidelines of our Responsible Gambling Policy.
• Handle all Responsible Gambling chats for the various markets and take the appropriate action, in accordance with our internal Policies and Procedures.
• Review and address Survey Responses timeously.
• Assist Language Support and Senior Support Hosts with any Responsible Gambling queries they deal with.
• Provide guidance to Team Leads and Hosts in relation to Responsible Gambling queries.
• Manage Slack and provide assistance relating to responsible gambling queries to Licencees as well as our extended team in Malta.
• Escalate refund requests/complaints, as they relate to Responsible Gambling, to the Complaints Team and extended Global Teams.
• Inform the Responsible Gambling Specialist Team Lead of any Responsible Gambling trends/issues that arise.
• Peer to peer assessments.
• Adhoc duties.

• Grade 12 or equivalent.
• Ability to work 24/7 shifts, including evenings, weekends, and holidays.
• Own transport.
• Sound knowledge of the Responsible Gambling Policy, as it relates to the various markets, as well as a keen understanding of the Processes and Procedures as it relates to these markets are imperative.
• Must be self‑motivated and pro‑active.
• Impeccable problem‑solving skills and the ability to work independently and think outside the box.
• Successful candidates will be required to attend compulsory monthly workshops/meetings.

Moonspin is committed to transformation and redressing of past inequalities. Our employment equity goals will be taken into account in our selection process