Customer Protection Contact Centre Analyst - Gibraltar

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.

As a CPCC Analyst you will be 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. 

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

Are you ready to launch a winning carreer?

What you will do

•  Contacting 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 seeking Source of Funds evidence.
• Use judgement and analysis to evaluate the customer responses and apply any appropriate controls to mitigate the risk in a timely manner.
• Ensure all necessary actions are taken e.g. loss limits, deposit limits, account closure and maintain a clearly documented audit trail of decision making. 

• Excellent written and verbal language skills.
• 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.

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.

Depending on your role and location, you can expect to receive benefits like

• A regular bonus
• Healthcare support
• A stake in our success through our ShareSave scheme
• Great development opportunities
• Wellbeing support, and so much more.

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.

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