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Player Protection Manager

3 months ago

Wigan UK, Greater Manchester, United Kingdom UK TOTE GROUP Full time

We are now looking for a Player Protection Manager to lead our Player Protection Team within our customer operations department. We are looking for a proactive self-starter who has a passion for people leadership, career development and leading a high performing and engaged operational team. This is an exciting opportunity to join a fast-paced growing business where our values are we love winners, we think differently and we own it.


Our player protection function has two main focuses; proactively identifying any customers that show signs of being at risk of problem gambling and providing support and guidance to customers on options to effectively manage their accounts and level of gambling. As Player Protection Manager, you will lead and manage the operation with a focus on ensuring the customer journey and experience is safe, simple, and as smooth as possible and leading a team of officers creating and embedding a culture where continuous improvement is embraced.


Who we are:


The Tote are racing’s most popular pool betting operators and can be found online and across many racecourses in the UK and Ireland. We’re passionate about all things racing, we love the sport and it’s in our DNA. Using best-in-class technology, digital innovation, and customer engagement, we are developing the Tote reaching new audiences with innovative products.


Our headquarters in Wigan is the main hub for our team of over 200 innovative and ambitious experts dedicated to delivering our vision of providing the best betting experience for racing fans. The role will be 37.5 hours per week with a 5 from 7 working pattern so weekend working will be required on a rota basis. The role will be based from our Wigan HQ with approx. 2/3 days per week onsite. A full induction, on the job training and development plan will be put in place for anyone who joins the team.


What you’ll be doing:


  • Work with stakeholders to ensure the customer journey and experience is as safe, simple and smooth as possible
  • Lead the Player Protection operation with a focus on Safer Gambling, compliance, and changes in the regulatory environment
  • Proactively interact with customers, handle complex customer interactions and internal escalations to ensure both the customer and the business are protected
  • Optimise the Player Protection department processes, ensuring they are both compliant and fit for purpose and are efficient and effective
  • Provide leadership and direction to the team, creating and embedding a culture where continuous improvement is embraced
  • Encourage communication and collaboration across the business, team, and stakeholders to build strong relationships and develop cross functional working


What you’ll need:


  • A customer focused mentality that puts the experience at the forefront of thinking
  • Demonstrable experience and knowledge of Safer Gambling practices
  • Proven experience running a key operational team in a dynamic and highly regulated environment
  • A passion for developing a successful team through reward and recognition, feedback, mentoring and coaching
  • Strong communication skills which can be implemented through all mediums to customers and stakeholders across the business
  • A logical and structured thought process to facilitate sound decision making and justification


What we offer:


At UK Tote Group we are proud to offer our colleagues more than just a job, our colleagues are very important to us and we like to recognise all the hard work they do with our rewards and benefits packages in addition to your basic salary. Our benefits include:


  • Competitive basic salary
  • Discretionary Bonus scheme
  • Company Shares Option Plan
  • Contributory pension scheme
  • Life insurance (4 x basic salary)
  • Simply Health Cash Plan
  • Holiday entitlement (33 days inclusive of bank holidays)
  • Study Support and opportunity for progression and development
  • Confidential 24/7 365 employee assistance helpline
  • Agile and collaborative office environment with free parking, fruit, biscuits, and drinks
  • Regular social events, charity events and volunteering opportunities