GamCare optimises safer gambling for Rank Group employees

GamCare has formed a partnership with Rank Group to carry out safer gambling and social responsibility training for more than 1,400 of its employees. 

Beginning this month until late November, the UK-based charity will deliver 150 days of training covering a range of areas relating to responsible gambling and customer interaction.

This will include a he firms have outlined that the Social Responsibility and Interaction (intermediate) level course,  will be delivered as a one-day course to 950 people across Rank’s various business functions, including those working in land-based Grosvenor casinos, Mecca bingo clubs, the Rank Interactive (digital) team and international holdings colleagues. 

Anna Hemmings, CEO of GamCare, commented: “We are pleased to be extending our partnership with Rank to deliver safer gambling training across all their brands. The investment in their people’s skills and knowledge around customer interaction responsibility should help to reduce the risk of gambling harm in their venues and online.”

“Our training incorporates the experience of our service users, the huge level of collected evidence and industry research across numerous fields and GamCare’s many years of experience working across the sector.” 

The collaboration builds on Rank’s work with GamCare, which has seen workers across its  customer service, digital and land-based Mecca bingo business units receive training for the past 18 months. 

Tailored through relevant case studies for those in customer-facing roles, the programme looks to support them to identify and interact with customers, whilst addressing the balance between compliance and customer-focused engagement. 

“I am delighted that our partnership with GamCare is now being rolled out at such a significant scale,” added John O’Reilly, CEO of Rank Group. “It underlines our relentless commitment to improving how we interact with customers to give them the safest and best experience when they are with us. 

“Safer gambling is a strategic pillar of the Rank Group and it requires investment, expertise and a deepening of all our knowledge. The GamCare team are brilliant at focusing minds on how to optimise safer gambling and social responsibility interactions.

“I am certain that our colleagues will benefit enormously from their expertise which will, in turn, give a much improved service to our customers.”

Additionally, a further 500 will benefit from the advanced level course which aims to deepen the knowledge, skills and capability of colleagues at Supervisor and Managerial level.

Training will also provide ‘motivational’ interviewing skills in a bid to improve communication skills when interacting  with higher risk customers.

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