Player Protection Analyst - Nights

Salary: £28,474 plus up to 20% annual company bonus.

Hybrid working: You'll be based in the office during your initial 4‑month probation and training period. After successful completion, you'll transition to a hybrid model (2 days in the office per week).

Working hours: Average of 36.75 hours per week, on a 4 nights on / 4 nights off rotation. Shifts run from 8:15 pm to 8:15 am.

Night Shift Allowance: 35% uplift on your hourly rate for hours worked between 11:30 pm and 7:00 am.

We’re committed to setting you up for success from day one. Your onboarding will include hands‑on training and shadowing during daytime hours to build confidence and familiarity with our systems and team. Once you’re ready, often well within the four‑month probation period, depending on your experience and progress, you’ll transition to your permanent night schedule, where you’ll play a key role in our overnight operations.

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.

Key Responsibilities:

• You will play a central role in identifying potential risks and markers of harm to our members that have triggered internal controls; reviewing affordability; and making risk‑based decisions to act when you see evidence of harm and behaviour change.
• Ability to apply player protection policies and procedures to make a reliable judgement about how, why, and when to interact, and to document this accurately.
• Handling incoming and outgoing contacts with members, dealing with enquiries about safer gambling by phone, email and occasionally live chat.
• Effective resolution of customer complaints in line with our complaint’s procedure.
• Acting as a subject matter expert in the field of safer gambling.
• Strong passion for supporting members who demonstrate signs of gambling related harm, including vulnerable members.
• Efficiently navigate and manage our back‑office tools and alerts to complete a variety of safer gambling checks in an effective manner and enable a smooth customer journey.
• Keeping accurate records of your observations, member interactions, and actions; using your judgement for when follow‑up contact would be most effective.
• Embrace the team’s goals while working on your personal goals.

Skills, Knowledge And Experience:

• Robust investigative, risk analysis, assessment, and decision‑making skills.
• Strong organisational and prioritisation skills.
• Ability to switch tasks when required and meet a tight deadline and to remain calm under pressure.
• Effective communication skills, both written and spoken.
• Ability to remain calm, empathetic and make decisions in stressful situations.
• You enjoy working in a fast‑paced and demanding environment.
• Willing to work with people at all levels and in all functions, independently and as part of a larger team.
• You are self‑organising and ensure that your attention to detail and accuracy of work is constant.

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