Customer Protection Contact Centre Analyst

About the role

The Customer Protection Contact Centre (CPCC) sits within the Customer Services Operations Department and works closely with the Customer Due Diligence (CDD) team to protect customers from gambling-related harm and financial crime risks. The CPCC Analyst engages directly with customers by inbound and outbound calls, chats and other electronic channels to address Safer Gambling, affordability and financial crime concerns, handling sensitive information and supporting potentially vulnerable customers with empathy and sound judgement.

Key responsibilities

• Contact customers proactively about potential Safer Gambling, affordability or financial crime concerns
• Handle inbound calls from customers identified as potentially at risk
• Manage sensitive interactions, including suicide-related contacts, and transfer calls to GamCare when required
• Encourage the use of Safer Gambling tools or request Source of Funds documentation
• Apply risk mitigation controls in a timely manner and implement account actions such as loss limits, deposit limits or account closures
• Maintain clear, accurate and auditable documentation of decisions and actions
• Handle sensitive data in line with data protection and privacy requirements and follow Standard Operating Procedures
• Meet KPIs and SLAs set by management
• Occasionally share best practice, support wider Customer Service teams and complete ad hoc tasks

Required profile

• Excellent written and verbal English
• Ability to communicate calmly, sensitively and professionally with distressed or challenging customers
• Experience handling sensitive and confidential customer information
• Sound understanding of Safer Gambling and Anti-Money Laundering (AML) policies
• Proven ability to deliver high-quality work in a fast-paced, demanding environment
• Desirable: knowledge of Safer Gambling and AML regulatory requirements and ability to identify potentially vulnerable customers

Required skills

• Strong Excel skills
• Safer Gambling tools