BETTER CHANGE
harm, that information no matter how good we are at it, will only ever be used against us. Instead, we need to demonstrate net benefi ts. Let’s start with our customers, fi rst and foremost we want to prevent harm. I have worked in gambling treatment services and have personal experience of addiction as an affected other. Its devastating and we should do everything we can to prevent it, but we should not ignore our healthy customers. Their experience should not be diminished because of overly strict regulation and blanket restrictions, we should give them a voice, not only will engaging with healthy customers help inform policy but it will enable us to understand how they stay safe and educate others. Improving gambling literacy amongst our customer base will help prevent harm. What about our businesses? Corporate player positive strategies are not just for customer service or safer gambling teams. They need to fl ow through all areas of the organisation, does everyone where you work understand your products? Do non-customer facing colleagues understand player behaviour? Does your organisation contribute to discussions around best practice at events or with trade bodies or regulators? A lot of good work gets done but if we don’t speak about it, who will? What is our contribution to the world around us? Who benefi ts from our actions? The economy is an obvious one, but many industry organisations engage in community projects from charitable activities to corporate and sports sponsorships which empower grassroots initiatives and more. Doing a good job of preventing harm benefi ts the community but what about mental health and some of the issues that can lead people to potentially consume gambling in a harmful way? We have a unique opportunity in our industry due to the relationships we have with our customers to take positive action around their wellbeing which isn’t always gambling related.
Demonstrating the industries net benefit, improving public perception and getting pro- active in engaging with our healthy customers are all key factors in making a real difference when it comes to preventing gambling harm as well as improving the sustainability of our industry, but there is one last aspect which trumps them all and that is people.
Attracting the best talent to our industry is the best way to ensure its future and for me the fi rst fundamental step towards safer gambling. Without good people none of the above happens. We have an incredibly diverse industry made up of many roles from operations to tech, media to fi nance, the scope is almost endless. Already in my relatively short time in gambling I have worked in customer services through to senior management, I have taken courses in therapeutic practices, project management, media training and marketing. I’ve been
fortunate enough to speak publicly about gambling all over the world and have written a number of articles. I am extremely proud to work in gambling and think it is an industry where you can build a great career but as I mentioned earlier, I got here like so many others, by accident.
When it comes to the future of our industry is that a gamble we can afford to take? Play Positively, Rob
Rob Mabbett
Rob joined Better Change from the charity Gordon Moody where he spent 5 years running their international gambling helpline “Gambling Therapy” as well as helping to raise their profi le and ensure suffi cient treatment spaces were available in their residential treatment centres to meet demand. With over 12 years industry experience, including being a previous winner of the Racing Post and SiS Betting Shop Manager of the Year award, Rob brings a unique insight into the
prevention and treatment of
gambling harm and is keen to focus his efforts further upstream as we aim to
prevent against gambling harm at Better
Change through Positive Play.
FEBRUARY 2025 25
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