A day in the life of a Risk & Safer Gambling Trainer
Say hello to Caty!
Meet Caty - she's one of our Safer Gambling Trainers. She's helping us get better at protecting our customers...
About me I joined SBG in July this year, having spent 14 years in financial services. I am your typical ‘trainer by accident’ and I love being able to help people perform at their best in their role, as well as seeing them develop personally too. I have been truly heartened by how much Safer Gambling really is a part of day to day life here - working in a role that makes a tangible difference to people (both colleagues and customers) is important to me. SBG has also helped me to achieve the work/life balance I want by offering flexible working over 4 days a week which means I get to spend one day a week with my little toddler whirlwind, whether that be doing arts and crafts or making music together at our favourite class. What I do My role means that I spend a lot of time with our Risk and Responsibility and Customer Experience teams, training them on all things Safer Gambling related, plus anything risk-related that requires training support. Much of the facilitation I do is around spotting the signs of problem gambling and then having good quality conversations with our customers to protect them from gambling related harm and to generally keep their gambling healthy for them. As well as delivering training sessions, I work with stakeholders to understand our company’s training needs in relation to Safer Gambling and then making plans to fill any gaps we have. There’s quite a lot of stuff I get involved with behind the scenes too, such as designing materials to support our training (I am often found laminating, sticking or scribbling!), working with SMEs to build the capability of our artificial intelligence software to better protect customers from harm, all sorts! My typical day Is there such a thing at SBG?! Things are always changing quickly here, which I love as it keeps it interesting, but it does mean that no two days are ever the same. In the last week I have facilitated our Safer Gambling Induction for new starters, run a bespoke Safer Gambling training session for our recruitment team, met with key stakeholders to plan our training roadmap, worked with a designer on materials to support our complaints training, attended Responsible Gambling week talks and workshops hosted here at SBG, met with external industry experts on gambling addiction and problem gambling, spoken to GamCare about how we can best refer customers to them when they need extra support, and spent time reviewing our current training offering to ensure it meets our growing needs. Next week I will be running sessions on using Coaching techniques for delivering feedback to ensure continuous improvement in the great work we do when it comes to interacting with customers and intervening where we see any signs of a gambling problem, as well as supporting our Risk and Responsibility team with sessions on Risk Assessment and fraud.
Our Risk & Safer Gambling teams are working hard to make betting and gaming safer. Find out more about our opportunities in these teams below.