Safer Gambling Advisor

Why This Role Matters

This role supports our Player Safety Promise - helping customers stay in control of their gambling and reduce harm.

As a Safer Gambling Advisor, you’ll make decisions that directly impact customer safety, using data, judgement and clear processes to support safer outcomes.

The work is meaningful, fast-paced and structure, requiring you to balance empathy while managing a high volume of cases.

About Your Role

This is a high-volume, phone-based role where you review customer activity, analyse behaviour, and speak with customers about their gambling patterns.

You’ll monitor customer data, respond to alerts, identify potential risk, then have structured conversations with customers, - often about sensitive topics – while following clear processes.

This role operates on a rotating 7-day roster, including evenings, weekends and public holidays.

What You’ll Do

You’ll manage a steady flow of customer reviews and interventions each day, using data, processes and your judgement.

• Review customer accounts and alerts to identify potential gambling harm
• Analyse risk indicators and decide when to contact or escalate
• Make frequent calls to customers to discuss activity and spending
• Hold structured, empathetic conversations about sensitive topics
• Apply escalation controls and maintain accurate records
• Process key requests such as self-exclusions and account changes

What You’ll Bring

You’re comfortable working with both data and people, and handling conversations that aren’t always easy.

• Experience in a phone-based or customer-facing role with difficult conversations
• Confidence reviewing information and identifying patterns or risk
• Strong communication skills - able to listen, explain clearly and ask questions
• Able to follow structured processes while working at pace
• Comfortable using multiple systems and learning new tools

What You Can Expect & The Challenges

• A fast-paced, high-volume workload with frequent calls
• Regularly switching between analysing data, making decisions, and speaking with customers
• Conversations that can be sensitive, confronting or challenging
• Working within structured processes, regulatory requirements and scripts
• Rotating shifts across a 7-day roster, including evenings and weekends

You’ll do well if you’re steady under pressure, comfortable with routine, and able to stay empathetic while working at pace.

Join us

Join a team that thrives on collaboration, inclusion, respect, and face to face connection. We welcome and support people of all abilities - if you need adjustments during the process, email careers@tabcorp.com.au.