Senior Customer Protection Contact Centre Analyst

3 weeks ago

Nottingham, United Kingdom Customer service NOTTS (Gib) Full time

We’re Entain. Our vision is to be the world leader in sports betting and gaming entertainment by creating the most exciting and trusted experience for our customers, revolutionising the gambling space as we go. We're home to a global family of more than 25 well-known brands, and with a focus on sustainability and growth, we will transform our sector for our players, for ourselves and for the good of entertainment.

Customer Protection Contact Centre (CPCC) and Customer Due Diligence (CDD) fall under the Operations Department within Customer Services, working closely together, to safeguard our customers.

CDD is responsible for conducting detailed investigations of UK Digital/Multi Channel customers to detect money laundering risks and potential vulnerable gamblers. These investigations are conducted to ensure that the customer can legitimately support their levels of play and are protected from gambling harm. CPCC is responsible for inbound and outbound contact of customers, by telephone or other electronic means, in order to address potential Safer Gambling, Affordability or Financial Crime concerns.

As part of the CPCC team You’ll be responsible for handling sensitive customer information and acting as a referral point for less experienced analysts, to ensure quality standards are met.

What you will do
  • Contribute to the team’s requirements with a focus on compliance, customer service, and collaboration with the rest of the CDD Operations, UK Digital department.
  • Identify development needs and deliver training for new or less experienced analysts.
  • Work shifts to ensure we have 24/7 coverage to meet KPIs e.g. volume of calls, average handling time, and quality measures.
  • Act as a point of referral for complex cases and escalations, providing guidance and support.
  • Ensure outcomes are well documented and auditable.
  • Optimise processes, ensuring that they are both compliant and fit for purpose. Review processes to ensure they are streamlined and maximise the technology available.
Who you are
  • Excellent written and verbal English.
  • Ability to communicate sensitively and calmly, particularly with customers who may be distressed or angry.
  • Experience of handling sensitive, confidential customer information.
  • Thorough understanding of Safer Gambling and AML policy requirements.
  • Sound knowledge of Safer Gambling customer tools.
  • Proven track record in delivering high quality work in a fast-paced, challenging environment.
  • Experience of being a point of referral for complex escalations.

What we offer

At Entain, we know that signing top players requires a great starting package, and plenty of support to inspire peak performance. Join us, and a competitive salary is just the beginning. Working for us in Nottingham, you can expect to receive great benefits like:

And outside of this, you’ll have the chance to turn recognition from leaders and colleagues into amazing prizes. Join a winning team of talented people and be a part of an inclusive and supporting community where everyone is celebrated for being themselves.  

  • Generous group bonus scheme
  • Private medical insurance
  • Ability to buy and sell holiday
  • Free subscription to wellbeing app Unmind
  • Paid subscription to LinkedIn Learning

Should you need any adjustments or accommodations to the recruitment process, at either application or interview, please contact us.

Sports betting, gaming and interactive entertainment is changing, and we’re leading that change. By putting people first. By placing exciting, engaging and entertaining experiences at more fingertips than ever before. We're pulling into pole position by pushing boundaries further. With innovation. With technology. But most importantly, with people like you. Because when you join Entain, it’s your game. So let’s win together.

#SeniorCustomerProtectionContactCentreAnalyst #Customerprotection

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