Case management Officer - Vulnerability

I’m interested


Gibraltar, Gibraltar

Contract type




Job description

If you love getting to know people and really making a difference then our new role as a Case Management Officer for Vulnerability may be the perfect role for you.


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 our customer operation by handling customers who self-identify or may have been categorised as being vulnerable through contact with our customer support teams and building relationships and rapport with our customers through ongoing personal contact.


This involves intercepting customer contact escalations from around the business, reviewing account activity and communication history to ensure that we safeguard appropriately and in line with our regulatory requirements.  In addition, you’ll be building customer relationships through service led interaction, making intelligence driven safer gambling interactions and helping customers understand the tools available for them.  This is a hands-on role so to do this 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 operations, customer compliance and responsible gambling teams to ensure that you are delivering the most personal and bespoke service in market


The ideal candidate will have a background in safer gambling and a passion for protecting potentially vulnerable customers. You will be confident in holding difficult and challenging conversations with customers.


Skills needed

You will have a customer service background where dealing with vulnerable customers is a key part of your role. A background in safer gambling would be ideal.

Having an empathetic nature with the passion and ability to deal with potentially vulnerable customers is something that will make you stand out, as well as having the confidence to hold difficult and challenging conversations with customers over the phone.

You have great attention to detail and are inquisitive, being able to ask the right questions and communicate clearly.

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, within the wider Compliance area. We work flexible shifts - 5 out of 7 days a week including evening shifts 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