36.75 hours per week
4pm – 4am; 4 nights on 4 nights off rotational basis
Hybrid working: 2 days a week in the office
The Role
The main role of the Player Protection Specialist is to review members’ accounts and activities for signs of harm and concern, carry out appropriate risk management for members and liaise directly with members showing a high level of concern to carry out interventions.
LiveScore Group is home to LiveScore, LiveScore Bet and Virgin Bet, three of the most exciting brands in the sports and gaming industries today. We are passionate and excited about what we do in the Sports Media, Gaming and Betting sector and are proud of the high ratings we have achieved. We live our values, aiming to enhance and increase the enjoyment of sport through innovative products and immersive experiences. Trust is important in how we work, ensuring we are a collaborative unit who holds each other accountable. Relentlessly ambitious in everything we do, we embrace change and understand that failure is part of success.
We use our platform for positive social change and work to build a company our employees are proud to work for. We have a long-term commitment to diversity and inclusion. Our I.D.E.A (Inclusion, Diversity, Equality, Awareness) Forum is critical to our business and is embedded in our organisational structure to support a sense of belonging for everyone and to create a culture that allows all employees to thrive.
We know a job description can often deter an applicant who does not believe they match 100% of our requirements. If you are interested in this position and have relevant experience, then we would still love to hear from you.
Key Responsibilities
- You will play a central role in identifying potential risks and markers of harm to our members that have triggered internal controls; reviewing affordability; and making risk-based decisions to act when you see evidence of harm and behaviour change.
- Ability to apply player protection policies and procedures to make a reliable judgement about how, why, and when to interact, and to document this accurately.
- Handling incoming and outgoing contacts with members, dealing with enquiries about safer gambling by phone, email and occasionally live chat.
- Effective resolution of customer complaints in line with our complaint’s procedure.
- Acting as a subject matter expert in the field of safer gambling.
- Strong passion for supporting members who demonstrate signs of gambling related harm, including vulnerable members.
- Efficiently navigate and manage our back-office tools and alerts to complete a variety of safer gambling checks in an effective manner and enable a smooth customer journey.
- Keeping accurate records of your observations, member interactions, and actions; using your judgement for when follow-up contact would be most effective.
- Embrace the team’s goals while working on your personal goals.
Skills, Knowledge and Experience
- Robust investigative, risk analysis, assessment, and decision-making skills
- Strong organisational and prioritisation skills
- Ability to switch tasks when required and meet a tight deadline and to remain calm under pressure.
- Effective communication skills, both written and spoken.
- Ability to remain calm, empathetic and make decisions in stressful situations.
- You enjoy working in a fast-paced and demanding environment.
- Willing to work with people at all levels and in all functions, independently and as part of a larger team.
- You are self-organising and ensure that your attention to detail and accuracy of work is constant.
What can we offer?
- Company Performance bonus
- Hybrid working for all staff with flexible working opportunities
- Private Healthcare scheme + Employee Enhanced Assistance
- Enhanced Family Leave - Maternity, Shared Parental & Adoption Leave: up to 6 months at full pay and 6 months at half pay. Paternity leave: up to 4 weeks at full pay
- Subsidised gym membership
- Life Assurance (x3 salary)
- Contributory Pension Plan
- Daily snacks, quality coffee, soft drinks and regular socials
