Player Protection Specialist
On-siteGibraltar, Gibraltar
Job Summary
Complete safer gambling reviews by assessing player behaviour, spend patterns, and account activity. Conduct calls with players to explore concerns, provide support, or gather information, while drafting and sending appropriate communications regarding their play or required information. Review player-submitted documents for accuracy, feed findings into wider case decisions, and escalate higher-risk cases or concerning behaviour to the Team Leader or Manager. Manage objections and guide players in a calm, respectful manner, ensuring all interactions and decisions are recorded clearly and in line with regulatory expectations. Provide case handling and decision support when PDD or PP Management are unavailable, and complete lower-risk EDD sign-offs where authorised.
Required Qualifications
- Experience in player protection, safer gambling, or customer service
- Strong communication skills, especially in difficult or sensitive conversations
- Comfortable handling calls with UK players and managing objections or concerns
- Good written skills for email correspondence and case note documentation
- Reliable attention to detail and ability to follow internal processes
- A team player with a calm, practical, and professional approach
- Day Team: Any 5 days from 7 (Mon-Sun), scheduled in line with team needs
- Twilight Team: Any 4 nights from 7 (Mon-Sun), scheduled in line with team needs
- Some shift flexibility will be required to support known periods of increased activity or to provide holiday cover
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