Rank to drive effectiveness of consumer interactions via GamCare

The Rank Group has detailed an alliance with GamCare that will bring a roll-out of safer gambling and social responsibility training for a workforce of over 1,400.

This will see a programme of training be delivered over 150 days, beginning this month until November, in a bid to build upon an ongoing partnership between the two.

“I am delighted that our partnership with GamCare is now being rolled out at such a significant scale,” explained 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 and I am certain that our colleagues will benefit enormously from their expertise which will, in turn, give a much improved service to our customers.” 

The GamCare social responsibility and interaction level training will be delivered as a one-day course to 950 people across Rank’s various business functions, including those working in Grosvenor casinos, Mecca bingo clubs, Rank Interactive and international. 

This will be tailored through relevant case studies for customer-facing colleagues to support them to identify and interact with customers, as well as addressing the balance between ensuring compliance and an optimal level of customer-focused engagement. 

Furthermore, 500 colleagues will benefit from the advanced level course, delivered as part of a two day programme, which seeks to significantly deepen the knowledge, skills and capability of those at supervisor and managerial level.

This includes heightened the effectiveness of communication and interventions where necessary with higher risk customers.

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.”