Player Protection Specialist
3 weeks ago
About the Role
The Player Protection Specialist will play a critical role in identifying potential risks and markers of harm to our members, reviewing affordability, and making risk-based decisions to act when evidence of harm and behavior change is observed.
Key Responsibilities
- Review members' accounts and activities for signs of harm and concern, and carry out appropriate risk management.
- Liaise directly with members showing a high level of concern to carry out interventions.
- Apply player protection policies and procedures to make reliable judgments about how, why, and when to interact, and document this accurately.
- Handle incoming and outgoing contacts with members, dealing with enquiries about safer gambling by phone, email, and occasionally live chat.
- Effectively resolve customer complaints in line with our complaints procedure.
- Act as a subject matter expert in the field of safer gambling.
- Strong passion for supporting members who demonstrate signs of gambling-related harm, including vulnerable members.
- Navigate and manage our back-office tools and alerts to complete safer gambling checks in an effective manner and enable a smooth customer journey.
- Keep accurate records of observations, member interactions, and actions, using judgment for when follow-up contact would be most effective.
What We Offer
- Company performance bonus.
- Hybrid working for all staff with flexible working opportunities.
- Private healthcare scheme + employee enhanced assistance.
- Enhanced family leave - maternity, shared parental & adoption leave: up to 6 months at full pay and 6 months at half pay. Paternity leave: up to 4 weeks at full pay.
- Subsidized gym membership.
- Life assurance (x3 salary).
- Contributory pension plan.
- Daily snacks, quality coffee, soft drinks, and regular socials.
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