The Customer Protection Contact Centre (CPCC) operates within the Customer Services Operations Department and works closely with the Customer Due Diligence (CDD) team to safeguard customers from gambling-related harm and financial crime risks.
The CPCC Analyst is responsible for engaging directly with customers via inbound and outbound calls, chats, and other electronic communication channels to address Safer Gambling, affordability, and financial crime concerns. This role involves handling sensitive information and supporting potentially vulnerable customers with empathy, professionalism, and sound judgement.
Main:
- Proactively contact customers to address potential Safer Gambling, affordability, or financial crime concerns
- Handle inbound calls from customers identified as potentially at risk
- Manage sensitive interactions, including suicide-related contacts, and transfer calls to GamCare when required
- Deliver outstanding customer service while encouraging the use of Safer Gambling tools or requesting Source of Funds documentation
- Assess customer responses using sound judgement and analysis, applying appropriate risk mitigation controls in a timely manner
- Implement necessary account actions such as loss limits, deposit limits, or account closures
- Maintain clear, accurate, and auditable documentation of all decisions and actions taken
- Handle sensitive customer data in line with data protection and privacy requirements
- Ensure all communications are completed in accordance with Standard Operating Procedures (SOPs)
- Consistently meet KPIs and SLAs as defined by management
Occasional:
- Share best practices and contribute ideas to improve processes
- Provide support to wider Customer Service teams when required
- Complete ad hoc tasks in line with business needs
Essential:
- Excellent written and verbal English communication skills
- Strong Excel skills
- Ability to communicate calmly, sensitively, and professionally with distressed or challenging customers
- Experience handling sensitive and confidential customer information
- Strong understanding of Safer Gambling and Anti-Money Laundering (AML) policies
- Sound knowledge of Safer Gambling tools
- Proven ability to deliver high-quality work in a fast-paced and demanding environment
Desirable:
- Knowledge of Safer Gambling and AML regulatory requirements
- Demonstrated ability to identify potentially vulnerable customers using sound judgement and analysis
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.