Customer Protection Contact Centre Analyst (Gibraltar)

About the role

As a Customer Protection Contact Centre Analyst you will handle inbound and outbound communications with customers to address Safer Gambling, Affordability and Financial Crime concerns, ensuring compliance and a high level of service.

Key responsibilities

• Contact customers via telephone or electronic channels to discuss Safer Gambling, Affordability or Financial Crime issues.
• Encourage the use of Safer Gambling tools and gather Source of Funds evidence where required.
• Analyse customer responses, apply appropriate controls such as loss limits, deposit limits or account closures, and document decisions.
• Maintain an audit trail of actions taken and ensure timely mitigation of identified risks.

Required profile

• Excellent written and verbal communication skills.
• Experience dealing with distressed or angry customers.
• Ability to handle sensitive customer information responsibly.
• Familiarity with Safer Gambling and AML policy requirements.
• Proven track record of delivering high‑quality work in a fast‑paced environment.

Required skills

What we offer

• Competitive salary with regular bonus opportunities.
• Healthcare support and wellbeing programmes.
• ShareSave scheme giving a stake in company success.
• Development and training opportunities.
• Recognition programmes and inclusive workplace culture.