At a Glance
- Tasks: Review accounts for signs of harm and provide support to members in need.
- Company: Join LiveScore Group, a leader in sports media and gaming innovation.
- Benefits: Enjoy hybrid working, private healthcare, performance bonuses, and more.
- Other info: Dynamic team environment with opportunities for personal and professional growth.
- Why this job: Make a real difference in player safety while developing your skills.
- Qualifications: Strong communication skills and a passion for customer wellbeing.
The predicted salary is between 29060 - 29060 £ per year.
Salary: £29,060 Working hours: 37.5 hours per week, shifts are between Monday - Sunday, 8am - 11pm.
While weekend shifts appear in most weeks, the rota is structured to include lighter weeks with additional days off, ensuring the overall pattern remains manageable.
Office based for the 4 month probation and training period, hybrid working available after successful completion (2 days in the office per week).
The Role
The main role of the Player Protection Analyst 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.
Salary: £29,060 Working hours: 37.5 hours per week, shifts are between Monday - Sunday, 8am - 11pm.
While weekend shifts appear in most weeks, the rota is structured to include lighter weeks with additional days off, ensuring the overall pattern remains manageable.
Office based for the 4 month probation and training period, hybrid working available after successful completion (2 days in the office per week).
The Role
The main role of the Player Protection Analyst 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.
At Live Score Group, we’re the proud home of three of the most exciting brands in the sports and gaming world: Live Score, Live Score Bet and Virgin Bet.
A fully owned and operated ecosystem that converges the two worlds of sports media and sports betting.
We’re proud of the high ratings for our commitment to excellence and our passion drives us to the top.
We don’t just lead; we innovate.
Our cutting-edge products and immersive experiences set the standard, but it’s our people who truly make the difference.
Every day, our team embody our values: adaptability, teamwork, a fan-driven approach, and an ever-curious mindset that fuels our ambition.
As we scale and continue to create a culture that allows all employees to thrive, we know we need the most talented people with diverse backgrounds, perspectives and skills.
If you’re good at what you do, come and join us.
The more inclusive we are, the more amazing experiences we can create for our users.
We know that job descriptions can sometimes seem daunting and you might not feel you tick every box.
But, if you’re passionate about the role and have relevant experience, we want to hear from you!
Key Responsibilities
- Speaking directly with customers by phone to discuss their gambling activity, explore concerns, and provide safer gambling‑ guidance.
- Handle regular inbound and outbound calls, as well as emails and some live chats, related to safer gambling and customer wellbeing.
- Review customer accounts to identify signs of harm or risky behaviour.
- Assess customer behaviour, affordability, and verbal admissions to decide whether their activity remains safe or requires action.
- Use internal tools and systems to action alerts and complete safer gambling checks.
- Record accurate notes of all reviews, conversations, and decisions.
- Exercise expert judgment to apply a range of account interventions based on risk assessments, ensuring the highest level of player protection.
- Record accurate notes of all reviews, conversations, and decisions.
- Manage and resolve customer complaints in line with company procedure.
- Share safer gambling knowledge and support colleagues as needed.
Skills, Knowledge And Experience
- Communicate with customers primarily via telephone, handling a high volume of inbound and outbound calls.
- Aims to resolve customer queries and escalations at the first point of contact, managing sensitive conversations with empathy and confidence.
- Robust investigative, analytical, assessment, and decision-making skills.
- Strong organisational and prioritisation skills, with the ability to manage competing workloads effectively.
- Ability to adapt quickly to changing priorities, meet tight deadlines, and remain calm under pressure.
- Strong written and verbal communication skills, with the ability to communicate effectively via email and live chat.
- Ability to remain calm, empathetic and make sound decisions in challenging sensitive situations.
- Thrives in a fast-paced and demanding environment.
- Builds effective working relationships with colleagues at all levels and works successfully both independently and as part of a team.
- Highly self-organised, maintaining a consistent focus on accuracy, attention to detail, and quality of work.
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
- Virgin Family: Giving you access to exclusive Virgin offers and experiences
- Daily snacks, quality coffee, soft drinks and regular socials
- #J-18808-Ljbffr
Player Protection Analyst employer: LiveScore Group
LiveScore Group is an excellent employer, offering a dynamic work environment that fosters creativity and innovation in the realm of customer engagement. With a strong emphasis on employee growth, the company provides opportunities for professional development alongside competitive benefits such as performance bonuses, private healthcare, and flexible working conditions, making it an attractive place for those looking to make a meaningful impact in their careers.
StudySmarter Expert Advice🤫
We think this is how you could land Player Protection Analyst
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at LiveScore Group. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like LiveScore Group before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Player Protection Analyst
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to LiveScore Group:Your cover letter is your chance to shine! Tell us why you want to work at LiveScore Group specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at LiveScore Group!
How to prepare for a job interview at LiveScore Group
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
