Customer Protection Contact Centre Analyst - Gibraltar

Company Description

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.

Job Description

As a CPCC Analyst you will be responsible for inbound and outbound contact of customers, by telephone or other electronic means, to address potential Safer Gambling, Affordability or Financial Crime concerns.

Reporting to the CPCC Team Manager you will be part of the CPCC Team.

Are you ready to launch a winning career?

What you will do

• Contact customers to address any potential Safer Gambling, Affordability or Financial Crime concerns.
• Deliver outstanding customer service while encouraging the use of Safer Gambling tools or looking for Source of Funds evidence.
• Use judgement and analysis to evaluate the customer responses and apply any appropriate controls to mitigate the risk promptly.
• Ensure all necessary actions are taken e.g. loss limits, deposit limits, account closure and maintain a documented audit trail of decision-making.

Qualifications

• Excellent written and verbal language skills.
• Ability to communicate sensitively and calmly, with customers who may be distressed or angry.
• Experience handling confidential customer information.
• Experience with 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.

Additional Information

At Entain, we know that signing top players requires a great starting package, and plenty of support to inspire you. Join us, and a great compensation package is just the beginning. You can expect to receive benefits like:

• Great pension.
• 25 days annual leave and all Bankholidays.
• Extra paid leave, including wellbeing and development days.
• Life assurance and Income Protection.
• Private healthcare and wellbeing support.
• A stake in our success through our ShareSave scheme.

Equal Opportunities.

If you need any reasonable adjustments at any stage of the recruitment process, please contact us and we'll support you.

We're committed to creating a diverse, equitable and inclusive workplace where everyone feels valued, respected and able to be themselves.

We're an equal opportunities employer. We welcome applications from everyone and we do not discriminate based on age, disability, gender or gender reassignment, pregnancy or maternity, race, religion or belief, sexual orientation, marriage/civil partnership, or any other basis.

We comply with all applicable recruitment regulations and employment laws in the jurisdictions where we operate, ensuring ethical and compliant hiring practices globally