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For Companies At a Glance
- Tasks: Engage with customers to address gambling and financial concerns through calls and digital communication.
- Company: Join Entain, a leading company committed to safer gambling and customer care.
- Benefits: Enjoy competitive salary, bonuses, healthcare support, and share options.
- Why this job: Be part of a dynamic team that values inclusivity and personal growth while making a positive impact.
- Qualifications: Strong communication skills and experience handling sensitive information are essential.
- Other info: We celebrate individuality and offer adjustments during the recruitment process.
The predicted salary is between 36000 - 60000 £ per year.
Company Description
Sports betting, gaming and interactive entertainment is changing, and we’re leading that change. By putting people first. By placing exciting, engaging and entertaining experiences at more fingertips than ever before. We\’re pulling into pole position by pushing boundaries further. With innovation. With technology. But most importantly, with people like you. Because when you join Entain, it’s your game. So let’s win together.
Job Description
As a CPCC Analyst you will be responsible for inbound and outbound contact of customers, by telephone or other electronic means, in order to address potential Safer Gambling, Affordability or Financial Crime concerns. Reporting to the CPCC Team Manager you will be part of the CPCC Team.
Are you ready to launch a winning career?
What you will do
- Contacting customers to address any potential Safer Gambling, Affordability or Financial Crime concerns.
- Deliver outstanding customer service while encouraging the use of Safer Gambling tools or seeking Source of Funds evidence.
- Use judgement and analysis to evaluate the customer responses and apply any appropriate controls to mitigate the risk in a timely manner.
- Ensure all necessary actions are taken e.g. loss limits, deposit limits, account closure and maintain a clearly documented audit trail of decision making.
Qualifications
- Excellent written and verbal language skills.
- Ability to communicate sensitively and calmly, particularly with customers who may be distressed or angry.
- Experience of handling sensitive, confidential customer information.
- Thorough understanding of Safer Gambling and AML policy requirements.
- Sound knowledge of Safer Gambling customer tools.
- Proven track record in delivering high-quality work in a fast-paced, challenging environment.
Additional Information
At Entain, we know that signing top players requires a great starting package, and plenty of support to inspire peak performance. Join us, and a competitive salary is just the beginning.
Depending on your role and location, you can expect to receive benefits like
- A regular bonus
- Healthcare support
- A stake in our success through our ShareSave scheme
- Great development opportunities
- Wellbeing support, and so much more.
And outside of this, you’ll have the chance to turn recognition from leaders and colleagues into amazing prizes, join a winning team of talented people and be a part of an inclusive and supporting community where everyone is celebrated for being themselves.
Should you need any adjustments or accommodations to the recruitment process, at either application or interview, please contact us.
At Entain, we do what\’s right. It\’s one of our core values and that\’s why we\’re taking the lead when it comes to creating a diverse, equitable and inclusive future – for our people, and the wider global sports betting and gaming sector. However you identify, our ambition is to ensure our people across the globe feel valued, respected and their individuality celebrated.
We comply with all applicable recruitment regulations and employment laws in the jurisdictions where we operate, ensuring ethical and compliant hiring practices globally.
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Customer Protection Contact Centre Analyst - UK employer: Entain
Contact Detail:
Entain Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Customer Protection Contact Centre Analyst - UK
✨Tip Number 1
Familiarise yourself with Safer Gambling and Anti-Money Laundering (AML) policies. Understanding these concepts will not only help you in the interview but also demonstrate your commitment to the role and its responsibilities.
✨Tip Number 2
Practice your communication skills, especially in handling sensitive situations. Role-playing scenarios where you deal with distressed customers can prepare you for the types of interactions you'll face as a CPCC Analyst.
✨Tip Number 3
Research common customer concerns related to gambling and financial crime. Being knowledgeable about these issues will allow you to engage more effectively with customers and show that you understand their needs.
✨Tip Number 4
Network with current or former employees in similar roles. They can provide insights into the company culture and expectations, which can be invaluable during your application process.
We think you need these skills to ace Customer Protection Contact Centre Analyst - UK
Some tips for your application 🫡
Understand the Role: Before applying, make sure to thoroughly read the job description for the Customer Protection Contact Centre Analyst position. Understand the key responsibilities and qualifications required, especially regarding Safer Gambling and Financial Crime.
Tailor Your CV: Customise your CV to highlight relevant experience and skills that align with the job requirements. Emphasise your customer service experience, particularly in handling sensitive information and your understanding of Safer Gambling policies.
Craft a Strong Cover Letter: Write a compelling cover letter that showcases your communication skills and ability to handle distressed customers. Mention specific examples from your past experiences that demonstrate your judgement and analytical skills in similar situations.
Proofread Your Application: Before submitting, carefully proofread your application materials. Check for any spelling or grammatical errors, and ensure that your writing is clear and professional, reflecting your excellent written language skills.
How to prepare for a job interview at Entain
✨Understand the Role
Make sure you thoroughly understand the responsibilities of a CPCC Analyst. Familiarise yourself with Safer Gambling, Affordability, and Financial Crime concerns, as well as the tools used to address these issues.
✨Showcase Your Communication Skills
Since the role involves handling sensitive customer interactions, practice your verbal and written communication skills. Be prepared to demonstrate how you can communicate calmly and sensitively, especially in challenging situations.
✨Prepare for Scenario Questions
Expect scenario-based questions that assess your judgment and analytical skills. Think of examples from your past experiences where you successfully handled sensitive information or resolved conflicts.
✨Highlight Your Experience
Discuss any relevant experience you have in customer service, particularly in fast-paced environments. Emphasise your ability to deliver high-quality work while managing multiple tasks effectively.
