At a Glance
- Tasks: Monitor customer activity and provide support for responsible gambling.
- Company: Join the UK Tote Group, dedicated to safe and enjoyable betting.
- Benefits: Competitive salary, bonus scheme, shares, and generous holiday entitlement.
- Other info: Collaborative environment with opportunities for growth and development.
- Why this job: Make a real difference in customer wellbeing and promote responsible gambling.
- Qualifications: Empathy, attention to detail, and strong communication skills are essential.
The predicted salary is between 30000 - 40000 £ per year.
At the UK Tote Group, creating a safe, responsible, and enjoyable betting environment for our customers is at the heart of everything we do. We're looking for a compassionate and detail-oriented Player Protection Officer to join our Customer Operations team and help ensure our customers can enjoy our products in a safe and sustainable way.
What You’ll Be Doing
- Delivering our Player Protection strategy by proactively monitoring customer activity and identifying individuals who may require additional support.
- Assessing customer profiles, completing affordability assessments, carrying out risk profiling, and reviewing customer behaviour to help identify potential indicators of gambling-related harm.
- Communicating with customers across a range of channels, including phone, live chat, and email, always taking an empathetic, supportive, and professional approach when discussing sensitive issues.
- Investigating duplicate accounts, maintaining accurate customer records, and ensuring all decisions and actions are thoroughly documented to support both compliance and customer protection.
- Working collaboratively with teams across Compliance, Customer Care, and the wider business to ensure Player Protection processes are delivered effectively.
- Contributing towards achieving departmental KPIs and service levels, particularly during busy racing and sporting events.
- Keeping knowledge up to date with Gambling Commission requirements, consumer protection legislation, and data protection regulations.
- Contributing to the ongoing development of Player Protection processes, supporting technological improvements and new initiatives.
Who We’re Looking For
- Someone who genuinely cares about customer wellbeing and understands the importance of responsible gambling and regulatory compliance.
- Comfortable making balanced, evidence-based decisions while handling sensitive situations with empathy, professionalism, and discretion.
- Excellent attention to detail and strong analytical skills, with the ability to assess customer information, identify potential risks, and maintain accurate records.
- Strong communication skills to engage with customers and collaborate with colleagues across multiple departments.
- Organised, resilient, and able to manage competing priorities in a fast‑paced environment.
- A collaborative approach, sound judgement, and a commitment to continuous learning.
- Experience within customer protection, compliance, responsible gambling, financial crime, fraud prevention, or customer service would be advantageous, although not essential.
Most importantly, you’ll share our commitment to protecting customers and promoting a safe, fair, and responsible betting environment.
What’s in It for You?
At the Tote you can expect a friendly working environment with a strong sense of teamwork and pride in what we do. Within this role you’ll develop a broad range of skills and experiences that can enhance your career at the Tote. Additionally, our company benefits package includes:
- Competitive Basic Salary
- Discretionary Bonus Scheme
- Company Shares Option Plan
- Contributory pension scheme
- Life insurance (4 × basic salary)
- Simply Health Cash Plan
- Holiday entitlement (33 days inclusive of bank holidays)
- Study Support and opportunity for progression and development
- Confidential 24/7 365 employee assistance helpline
- Agile and collaborative office environment with free parking, fruit, biscuits, and drinks
- Regular social events, charity events and volunteering opportunities
Player Protection Officer employer: UK Tote Group
At the UK Tote Group, we pride ourselves on fostering a supportive and collaborative work culture that prioritises employee wellbeing and professional growth. As a Player Protection Officer, you'll not only contribute to a safer betting environment but also benefit from a competitive salary, generous holiday entitlement, and opportunities for career progression within a friendly team. Our commitment to continuous learning and employee support ensures that you will thrive in your role while making a meaningful impact in the industry.
