AddressPosition Summary
This role requires a highly motivated and dynamic individual who will be responsible for the welfare of our customers.
Delivery of the overall Responsible Gaming Strategy. Responsible for initiating opportunities to promote Responsible Gaming within the business.
You will be responsible for ensuring that patrons who experience difficulties with consuming gaming and other products are identified and supported utilising internal and external networks.
Key Responsibilities
- Fully implement and maintain the ClubsNSW Gaming Code of Practice
- You will be the nominated Responsible Gaming Officer under the Code
- Manage a team of Guest Support Officers and coordinate training of management and other staff as required and to support a culture of care
- Build and retain rapport and relationships with customers and external support organisations to achieve the objectives of the role
- Work with the Gaming and Compliance Departments to identify and interpret players who are at risk or not utilising products in an enjoyable and sustainable manner
- Manage interventions and the Multi Venue Self Exclusion program
- Responsible for developing programs aimed as a diversion/alternative to gaming and fostering inclusiveness and connection.
Requirements
- You will ideally have a background or qualifications in supporting people as a Counsellor, Chaplain or have a Psychology qualification
- You will genuinely believe in the need to manage customers so they game in a responsible manner whilst acknowledging that gaming is a legitimate legal form of entertainment and a major revenue pillar of the company
- The ability to understand and interpret gaming machine data and be the product champion for the gaming incident reporting software
- You will strive for constant improvement in identification and management of responsible gaming management and customer care
