9 Month Fixed Term Contract

Remote – UK Based

Hours: 40-hours

Shift Pattern:

• Days Off: Sunday & Monday
• Working Days: Tuesday to Saturday
• Shift Time: 8:00 AM - 4:00 PM

This role involves supporting our Spanish customers, so full fluency in both written and spoken Spanish is essential.

Are you looking to make a meaningful impact on player well-being while advancing your career at tombola? 🎯

Are you experienced in customer service, fluent in both written and spoken Spanish, with a background in supporting vulnerable customers, ideally in a regulated industry? Do you thrive in environments where strong decision-making, empathy, and attention to detail are key? 💡

If so, we have an exciting opportunity for you to take the next step in your career and join our Safer Gambling Team as a Safeplay Advisor. This is your chance to develop expertise in a vital area of our business, safeguarding players and promoting responsible gambling practices.

We’re looking for people with a strong background in customer service, ideally within a contact centre environment or a similar setting, where handling sensitive conversations and assessing risk is part of the role. Experience in the financial sector, utilities, healthcare, or local government—where supporting vulnerable individuals is a key focus—would also be highly relevant.

As a Safeplay Advisor at tombola, you’ll be at the heart of creating a safe and fun environment for our players. You’ll play a key role in addressing player queries, promoting responsible gaming, and ensuring that everyone has a safe, enjoyable experience—always putting the player first.

This role is perfect for someone who’s compassionate, quick on their feet, and able to spot and manage risks with confidence. You’ll monitor player behaviour, identify signs of problematic gaming, and provide the support players need to keep their experience positive and responsible. Your work will make a real difference in shaping a safer, more engaging environment at tombola.

What You'll Be Doing Day-to-Day 🧐

• Use player data to identify signs of problematic play.

• Monitor player behaviour and apply a risk-based approach to determine the most appropriate level of action required to help individuals avoid harmful gambling.

• Interact with players via phone, email, and live chat to better understand their use of tombola and their relationship with gambling.

• Stay up to date with regulatory requirements and process changes to ensure the most appropriate actions are taken.

• Promote and educate safer gambling across the business, sharing best practices to ensure a consistent approach and provide visibility into players' true experiences with tombola.

• Be creative by contributing to the development of improved approaches to safer gambling.

• Identify potential vulnerabilities that could increase the risk of gambling harms.

• Apply account restrictions, including account terminations, based on the information obtained.

What We’re Looking for in You 🧐

• Native-level proficiency in both written and spoken Spanish is essential.

• Strong experience in customer service, ideally in a contact centre or similar setting, with a focus on supporting vulnerable customers.

• Background in regulated industries (e.g., finance, utilities, healthcare, local government) is a plus, along with experience handling sensitive conversations and assessing risk

• Possess excellent communication skills with a passionate, self-motivated, and team-oriented attitude

• Experience working in an environment requiring multitasking.

• Confidence in making decisions based on the assessment of risk.

• High attention to detail with the ability to understand and interpret varied information.

• A proactive approach to personal development, including encouraging feedback and pursuing further training when needed.

• Adaptability to change and an understanding of the need for continuous evaluation.

• The ability to collate, record, and evaluate case examples.

• A willingness to welcome critical feedback to ensure a consistent approach to protecting vulnerable players.

At tombola, we know that our differences make us stronger and that thinking differently is key to long-term success. We work hard to create a culture of inclusivity where everyone can celebrate our Free to be me value. We are committed to creating opportunities for everyone here at tombola, and we welcome applications from all backgrounds and encourage individuals to apply, even if you don’t meet every requirement.