Responsible Gambling Specialist

About the Company

Betway Africa is part of Super Group, a digital gaming business listed on the NYSE and home to some of the best-known brands in sports betting and iGaming. The company is growing across multiple countries and is focused on innovation, teamwork, and a high-performance culture.

Role Overview

This position is centered on protecting customers by promoting responsible gambling practices. It also involves safeguarding customer personal data and helping protect the business from fraud-related risks.

Key Responsibilities

• Offer guidance on responsible gambling and compliance processes.
• Support the teams assigned to you with direction and practical assistance.
• Handle incoming customer emails related to compliance and take the appropriate next steps.
• Assess requests to remove self-exclusion and forward them to the correct department when needed.
• Carry out CIP account checks to decide whether intervention is necessary.
• Evaluate each case carefully and determine the most suitable level of intervention.
• Take the correct account actions in line with responsible gambling rules.
• Review compliance tasks completed by the Contact Centre and verify whether the right actions were taken.
• Escalate higher-level interventions to the relevant manager by email.
• Inform Key Account Managers about interventions made on hosted accounts.
• Follow up with customers who contacted the CSC and mentioned suicide or self-harm.
• Carry out other reasonable duties needed to support business goals.

Skills and Experience

The ideal candidate should communicate clearly in both spoken and written form, work well with different teams, manage several priorities at once, and maintain strong attention to detail. The role also calls for flexibility in a fast-changing environment.

Useful additional experience includes knowledge of sports betting markets, odds and betting types, previous exposure to online gaming or casino operations, understanding of gambling regulation across jurisdictions, and familiarity with customer retention practices.

Values and Working Culture

The organisation expects people to demonstrate adaptability, accountability, initiative, resilience, team orientation, integrity, and innovation in day-to-day work.

Benefits

• Access to learning and development programmes designed to support growth and career progression.
• Regular feedback through a performance tool aimed at continuous improvement.
• Employee Assistance Programme support for employees and their families.

Additional Information

• The recruitment process may include relevance assessment within the Talent Management and Talent Development Programme.
• Applicants shortlisted for the next stage may be asked to complete an assessment.
• Because the role has access to customers’ financial details, a credit check and criminal record check will be conducted.
• Verification of qualifications will also be completed as part of the hiring process.
• By applying, candidates consent to these checks being carried out confidentially for verification purposes.
• If you do not receive feedback within 2 weeks, the application should be considered unsuccessful.

Work Environment

The role is based in Cape Town, Western Cape, South Africa and is intended for onsite work.

Company Culture

The business describes itself as a diverse, inclusive, and supportive workplace with employees across many countries, nationalities, and languages. It emphasizes fairness, honesty, growth, and making work an enjoyable place to learn and develop.