Case Management Officer 12 mth FTC

I’m interested


Gibraltar, Gibraltar

Contract type




Job description

We're an international betting and gaming business, and our team focus is on protecting our business and customers


About Us


We make a huge investment in everyone, offering great career development opportunities. Our people are at the heart of everything we do, and we thrive in a fast-paced environment where we have fun, celebrate success and give you all the tools you’ll need to be your best self. It’s not just our colleagues we look after – we’ve got a responsibility to our customers too and we work hard on our ambition to promote safer gambling. 


Your role in the team


You'll play a pivotal part in customer operations by proactively communicating with our customers who have been referred by other stakeholders for further information and source of funds documentation for enhanced due diligence. This involves building customer relationships through service led interaction to ensure that we do the right thing for our customers at the right time. Examples of this will include requesting evidence of customers income and making data and intelligence driven responsible gambling interactions by monitoring customers against markers of harm, helping customers understand what that means for them and taking action when appropriate.

This is a hands-on role so you’ll be picking up the phone and speaking to customers, treating them with respect, integrity and honesty at all times.  What’s more, you’ll be working closely with customer compliance, customer due diligence and responsible gambling teams to ensure that you are delivering deliver the most personal and bespoke service in market.

Skills needed

You'll be a confident communicator, happy to pick up the phone to have challenging but rewarding conversations with customers. This role will suit you if you have customer service experience from a telephone based environment.

You'll have the ability to ask effective questions and build relationships with customers and colleagues. You'll have an understanding and empathetic telephone manner, but also the ability to be firm and assertive (but always polite and professional).

You're able to use data to make decisions, you’re inquisitive and enjoy investigating and evaluating information, you're organised and can multi-task and prioritise your work - and of course your attention to detail is spot-on too.

An understanding of responsible gambling markers of harm, customer due diligence and regulated gambling environments would be beneficial.

Here you will find a supportive team, training, development, and exciting career development opportunities. We work flexible shifts - 5 out of 7 days a week including evening shifts (until 8pm) and weekends on a rota basis. You'll need to have the flexibility to work within these hours. 

 What we offer

 In addition to the benefits you expect, like a generous pension, Healthcare and Life Assurance, we’ll welcome you on board with 25 days holiday (not to mention 12 bank holidays and an extra day for your birthday) and flexible working opportunities. You’ll can also look forward to a rewarding bonus scheme and healthy gym discounts. What’s more, our sports and social committee are on hand just to make sure that it’s not all work and no play.


 William Hill in Gibraltar


With an average yearly temperature of 25 degrees, this Mediterranean climate has plenty to offer both inside and outside of work. And that includes scaling the impressive Rock of Gibraltar or taking a dip a one of the 6 great beach spots. And with such easy access to Spain, Morocco and Portugal, you can take your pick when it comes to where you spend your weekend.