Customer Protection Contact Centre Analyst

About the role

Entain is seeking a Customer Protection Contact Centre Analyst to join its Gibraltar team. In this role you will handle inbound and outbound customer interactions, focusing on Safer Gambling, Affordability and Financial Crime concerns.

Key responsibilities

• Contact customers via phone or electronic channels to address Safer Gambling, Affordability or Financial Crime issues.
• Deliver high‑quality service while promoting Safer Gambling tools and requesting Source of Funds evidence when needed.
• Analyse customer responses, apply appropriate controls, and take actions such as setting loss or deposit limits, or closing accounts.
• Maintain a clear audit trail of decisions and actions taken.

Required profile

• Excellent written and verbal communication skills.
• Ability to remain calm and empathetic with distressed or angry customers.
• Experience handling sensitive, confidential information.
• Strong understanding of Safer Gambling and AML policy requirements.

Required skills

What we offer

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