Player Protection Specialist

• Monitor and review customer behaviour using data-driven tools to identify signs of gambling-related harm or vulnerability.
• Implement appropriate interventions with at-risk players, including proactive engagement and referrals to support services.
• Support the development and refinement of player protection policies, procedures, and frameworks in line with UKGC LCCP (Licence Conditions and Codes of Practice) requirements.
• Stay abreast of regulatory developments, including UKGC guidance, industry codes, and relevant legislation to ensure ongoing compliance.
• Collaborate with internal departments, including Customer Service, Compliance, Risk, and Product teams, to integrate player protection standards across the business.
• Contribute to the preparation of regulatory reports and audits, including information requests from the UKGC.
• Provide internal training and guidance on responsible gambling and customer interaction protocols.
• Maintain accurate and detailed records of player interactions and protection measures to ensure traceability and accountability.
• Assist with the evaluation of third-party tools and technologies used for monitoring customer behaviours and implementing affordability and protection checks.

• In-depth knowledge of the UKGC's regulatory framework, especially regarding player protection and responsible gambling.
• Experience in a compliance, risk, customer welfare, or responsible gambling role within the gambling industry.
• Strong communication and interpersonal skills, with the ability to handle sensitive interactions effectively and empathetically.
• Analytical mindset with the ability to interpret customer data and behavioural patterns.
• Proficient in documenting case notes and regulatory reports with accuracy and professionalism.
• Familiarity with safer gambling tools, limits, and intervention methodologies.
• Experience using customer monitoring or behavioural analytics tools (e.g. real-time monitoring platforms, CRM systems).
• Relevant qualification in safer gambling, social responsibility, or compliance (e.g. ICA, RG Cert).
• Ethical and principled, with a strong sense of integrity.
• Resilient and composed under pressure.
• Detail-oriented and highly organised.
• Proactive and collaborative, with a problem-solving mindset.
• Discreet and respectful of confidentiality and data protection.

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