At a Glance
- Tasks: Review member accounts for signs of harm and manage risks effectively.
- Company: Dynamic gaming company focused on player protection and support.
- Benefits: Performance bonuses, hybrid working, private healthcare, and enhanced family leave.
- Other info: Enjoy a vibrant workplace with daily snacks, quality coffee, and regular socials.
- Why this job: Make a real difference in players' lives while developing your skills in a fast-paced environment.
- Qualifications: Strong analytical skills, effective communication, and a passion for supporting vulnerable members.
The predicted salary is between 28080 - 33696 £ per year.
Salary
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
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 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 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
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Player Protection Analyst in Stoke-on-Trent 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 in Stoke-on-Trent
✨Tip Number 1
Get to know the company inside out! Research their values, mission, and recent news. This will help you tailor your conversations and show that you're genuinely interested in being part of the team.
✨Tip Number 2
Practice your communication skills! Since you'll be dealing with members directly, being able to articulate your thoughts clearly and empathetically is key. Try role-playing scenarios with a friend to build your confidence.
✨Tip Number 3
Network like a pro! Connect with current employees on LinkedIn or attend industry events. This can give you insider tips and might even lead to a referral, which can boost your chances of landing the job.
✨Tip Number 4
Don't forget to apply through our website! It’s the best way to ensure your application gets seen by the right people. Plus, it shows you're serious about joining our team!
We think you need these skills to ace Player Protection Analyst in Stoke-on-Trent
Some tips for your application 🫡
Tailor Your CV:Make sure your CV is tailored to the Player Protection Analyst role. Highlight any relevant experience you have in risk analysis, customer support, or gambling-related fields. We want to see how your skills match what we're looking for!
Craft a Compelling Cover Letter:Your cover letter is your chance to shine! Use it to explain why you're passionate about player protection and how your background makes you a great fit. Keep it engaging and personal – we love to see your personality come through!
Showcase Your Communication Skills:Since effective communication is key in this role, make sure your written application reflects that. Use clear, concise language and check for any typos or errors. We appreciate attention to detail, so let that shine in your application!
Apply Through Our Website:We encourage you to apply directly through our website. It’s the best way to ensure your application gets to us quickly and efficiently. Plus, you’ll find all the info you need about the role and our company culture there!
How to prepare for a job interview at LiveScore Group
✨Know Your Player Protection Policies
Familiarise yourself with the player protection policies and procedures relevant to the role. Be ready to discuss how you would apply these in real-life scenarios, demonstrating your understanding of risk management and decision-making.
✨Show Empathy and Communication Skills
Prepare to showcase your ability to communicate effectively, especially in stressful situations. Think of examples where you've had to handle sensitive conversations or complaints, highlighting your calmness and empathy.
✨Demonstrate Investigative Skills
Be ready to discuss your investigative and analytical skills. You might be asked to evaluate a hypothetical situation involving a member showing signs of harm, so practice articulating your thought process and decision-making steps.
✨Highlight Your Organisational Skills
Since the role requires managing multiple tasks and deadlines, prepare to share how you prioritise your workload. Use specific examples from past experiences to illustrate your organisational abilities and attention to detail.
