Player Protection Team Leader

Overview

Hybrid working: Available after successful probation completion (2 days in the office per week). Working hours: Between 7am and 11pm on shift rotation: Operating hours are 24/7 so flexibility will be required where necessary.

The Role

You will be responsible for ensuring that critical, high-risk operational procedures related to safer gambling are complied with to protect both our customers and the company. You will be responsible for all results\’ analysis, documentation, and escalation. You will record procedures and controls, reporting on their progress, and play a crucial role in process modifications. Doing the right thing for the customer will be the driving force behind all you do. Since we operate around the clock, flexibility in terms of working hours is necessary.

Our values define who we are and how we work. We are Adaptable, embracing change and innovation to stay ahead in a fast-moving industry. Our Ambitious mindset drives us to push boundaries and achieve excellence. As Champions of Sport, we are passionate about the games we love and dedicated to delivering the best experiences. We are Ever-Curious, always seeking new insights and opportunities to improve. Our Fan-Driven approach ensures that our customers remain at the heart of everything we do. Above all, we are Responsible, committed to integrity, fairness, and the highest standards of player protection and compliance.

At LiveScore Group, we\’re the proud home of three of the most exciting brands in the sports and gaming world: LiveScore, LiveScore 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 fuelling fan\’s passion for sport driving us to the top.

We don\’t just lead; we innovate with cutting-edge products and immersive experiences, but it\’s our people who truly make the difference. As we scale and continue to create a culture that allows all employees to thrive, 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

• Operational Awareness: Take ownership and responsibility for the effective delivery of player protection processes whilst ensuring excellent service and delivery of department KPI\’s. Continuously review and analyse performance and liaise with relevant key stakeholders.
• Product Knowledge: Build product knowledge across brands to support operational awareness, management of the operation and supporting development of your direct reports.
• Developing Team Performance: Lead by example, taking accountability for all aspects of people management. Recognise key individual and team motivators to identify techniques to drive a high-performance culture. Actively support and encourage personal development within the team.
• Absence Management: Responsible for managing and understanding the impact of individual absence on the business. Recognise and take proactive steps to address patterns of absence and reduce absence by team and department.
• Task Management: Balance multiple tasks while supporting your team and working with peers and colleagues, supporting the Head of Responsible Gambling Operations to implement and execute new initiatives.
• Recruitment & Resource Management: Identify and recruit the right talent for the team and business needs. Effectively manage and work with stakeholders to align resource with site activity e.g. campaigns, considering business and player needs.
• Continuous Improvements: Empower your team to achieve a best-in-class experience by embedding quality and service standards. Analyse and monitor performance, identify areas for continuous improvement, and produce reports to present to key stakeholders.
• Fostering trust and open dialogue: Create a supportive environment where team members can voice questions, suggestions, and share constructive feedback. Provide coaching and guidance rather than criticism, and treat all team members fairly, equally and with respect.
• Team Collaboration: Advise the team of trends in player\’s behaviours and other demographic information to enhance their understanding of impact. Ensure the team are aware of regulatory updates and changes. Collaborate effectively with your team, peers and stakeholders to achieve collective goals to celebrate our shared successes as a cohesive team
• Compliance: Ensure staff are compliant with internal Responsible Gambling and UKGC policies and procedures. Management of operator complaints in accordance with regulatory requirements.
• Relationship Building: Establish and maintain strong relationships and work collaboratively with Key Stakeholders to drive success within the team and across the business

Skills, Knowledge and Experience

Leading a Team

• Experience in motivating high performance and driving excellent quality standards.
• Able to drive a team forward in terms of goals and influence cultural change
• Provide feedback, mentoring and coaching, as well as reward and recognition

Driving Operational Performance

• Able to manage competing priorities whilst ensuring performance targets are met
• Possess good IT skills and have experience using the CRM systems
• A desire to continuously enhance our procedures, reporting, and equipment

Industry Knowledge

• Knowledge and understanding of the competitive landscape, and/or industry experience.
• Experience in regulatory compliance within online gambling and responsible gaming regulations would be an advantage.

Interpersonal Skills

• Good interpersonal skills, confident in building relationships with all stakeholders & Customers
• Experience in managing challenging conversations or conflict with positive outcomes

Independent Working

• Demonstrates sound and well-reasoned judgement when applying decision making
• A self-starting mindset with the capacity to switch tasks regularly
• Excellent organisational, planning and time management skills

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
• Daily snacks, quality coffee, soft drinks and regular socials