This eLearning course is designed for staff working in the gambling sector, where identifying and supporting vulnerable customers is a key social responsibility. Operators licensed by the Gambling Commission are expected to protect customers who may be experiencing harm or who are otherwise vulnerable, and to interact with them in a way that reduces the risk of further harm.
The course begins by introducing the concept of customer vulnerability and why a proactive, person-centred approach matters in the gambling context. It explores the wide range of circumstances that can give rise to vulnerability, including physical and mental health conditions, life events, and factors affecting a customer's resilience or capability.
Learners are then shown how to identify potential vulnerability during customer interactions, recognising the signs that a customer may need additional support. The course sets out the practical do's and don'ts of supporting vulnerable customers, the appropriate next steps and internal escalation routes, and the importance of signposting customers to relevant external help.
Upon completion, learners will be confident in recognising vulnerability and responding in a way that supports customer welfare, meets regulatory expectations, and treats customers fairly and with empathy.
