RG Communications Specialist

As an RG Communications Specialist, you will be the front-line voice of our player protection strategy. You will bridge the gap between data-driven player monitoring and human-centric intervention. Your primary focus will be engaging with customers via outbound calls and proactive Live Chat to ensure they are playing within their means and to provide support where necessary.

About Play North

We are a diverse and fast-growing online casino operator active in regulated markets with offices based in Malta, Estonia and The Netherlands. You can now join our dynamic, capable and enthusiastic team. 

We are the people behind the global casino brands Pikakasino.com and Kansino.nl. We are licensed and regulated by the Malta Gaming Authority and Kansspelautoriteit in The Netherlands. 

Due to the continued growth and success of our brands, we are now searching for more A class talents to join our mission to build the next iGaming giant.

Are you a self-motivated and dedicated person with an eye for detail? If you get kicks from new challenges in a top professional, yet easy-going and fun, work environment, then we are eager to hear from you!

Responsibilities:

Direct Player Interventions (included but not limited to)

Outbound Calling: Conduct empathetic and professional outbound calls to customers identified by our monitoring systems and RG Analysts as potentially "at risk."

Proactive Chat Engagement: Initiate real-time RG chats with targeted customers as they log in, ensuring immediate engagement during their session.

Risk Assessment: Use active listening and behavioural cues during interactions to assess a customer’s level of risk and potential for gambling-related harm.

Escalation Management: Recognise red flags during interactions, address these with the customer, and determine if immediate account restrictions, exclusions, or senior management interventions are required.

Additional: Ad Hoc tasks as assigned by RG TL or HoRG.

Documentation & Analysis

Detailed Reporting: Write comprehensive, objective recaps of every interaction, ensuring a clear audit trail of the player’s responses and the advice provided.

Follow-up Actioning: Set and manage follow-up tasks to monitor player behaviour after an intervention, ensuring that agreed-upon limits or changes are maintained.

Audience Identification: Analyse player data to identify specific demographic groups or behavioural segments that may benefit from tailored phone outreach over standard email communication.

Strategy & Content Creation

Script Development: Design and iterate on dynamic call scripts that offer multiple pathways based on customer responses, ensuring conversations feel natural rather than robotic.

Procedural Optimisation: Continually review current interaction workflows and recommend improvements.

Content Refinement: Suggest and create specific messaging for "at-risk" segments to increase engagement rates and positive player outcomes.

Strategy: Employing motivational interviewing to encourage customers to engage in making their own responsible decisions, while balancing the need to resort to signposting to help sites where necessary to ensure efficient operations.

Requirements:

• A good knowledge of written and spoken English.
• Fluent/Native Dutch speaker.
• A service-minded person willing to do his / her utmost to ensure a safe and responsible experience for our customers. 
• A flexible team player who is able to work independently.  
• Solution-minded problem solver.
• An eye for detail.
• A ‘can do’ and hands-on approach.

What we offer

• A hybrid working model.
• Competitive salary based on experience and qualifications.
• Brand new offices.
• Private parking.
• Private Health insurance.
• Wellness allowance up to €600 per year.
• Employee assistance program with Richmond Foundation.
• Birthday wishes with something special.
• Office lunches and daily nibbles such as fresh fruit and healthy snacks.
• Meal allowance.
• Lots of great company discounts.

"By submitting your application, you understand that your personal data will be processed as set out in our Privacy Policy, which can be accessed by clicking here. Where you have not granted consent to retain your data in our talent pool, we will, in cases where the recruitment process did not lead to employment with Play North, retain your personal data for a period not exceeding six months in order to, among other things, enable us to manage potential disputes or store data about your talents for near future opportunities. Once this retention period has elapsed, your data will be deleted. You have a right to object to this additional 6 months-period of processing by explaining the reasons why we should not process your personal data to our Data Protection Officer at DPO@playnorth.com".