Player Protection Team Leader

Gibraltar

Hybrid working: 1 days working from home per week

Standard working hours will be 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 in order to protect both our customers and the company. You will be responsible for all results' analysis, documentation, and escalation. You will be responsible for recording procedures and controls, reporting on their progress, and playing 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.

LiveScore Group is home to LiveScore, LiveScore Bet and Virgin Bet, three of the most exciting brands in the sports and gaming industries today. We are passionate and excited about what we do in the Sports Media, Gaming and Betting sector and are proud of the high ratings we have achieved. We live our values, aiming to enhance and increase the enjoyment of sport through innovative products and immersive experiences. Trust is important in how we work, ensuring we are a collaborative unit who holds each other accountable. Relentlessly ambitious in everything we do, we embrace change and understand that failure is part of success.

We use our platform for positive social change and work to build a company our employees are proud to work for. We have a long-term commitment to diversity and inclusion. Our I.D.E.A (Inclusion, Diversity, Equality, Awareness) Forum is critical to our business and is embedded in our organisational structure to support a sense of belonging for everyone and to create a culture that allows all employees to thrive.

We know a job description can often deter an applicant who does not believe they match 100% of our requirements. If you are interested in this position and have relevant experience, then we would still love 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. 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 and take accountability for dealing with all aspects of people management. Recognise key motivators in the working environment, people’s different motivational needs, and identify techniques to motivate your team. Take an active interest in, and support, everyone’s personal development.

Absence Management: Responsible for managing and understanding the impact of individual absence on the business. Recognise and address patterns of absence and reduce absence by team and department.

Task Management: Handling multiple tasks concurrently, supporting your team of executives and working with your peers and colleagues towards our collective goals to celebrate our shared successes as a cohesive team, whilst supporting the Head of Responsible Gambling Operations to implement and execute new initiatives.

Recruitment/Resource Management: Be creative and have fun, find the right people for the business and team. Effectively manage and work with stakeholders to align resource with site activity e.g. campaigns, thinking 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 in order to continuously improve. This will include producing reports to present to key stakeholders.

Foster an atmosphere of trust and open dialogue: Ensure staff experience a working environment where they can voice questions, suggestions, or constructive dissent for open discussion. Provide support and coaching rather than criticism, even where mistakes have been made. 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.

Compliance: Responsible for understanding and ensuring staff are compliant with internal Responsible Gambling and UKGC policies and procedures. Management of operator complaints in accordance with regulatory requirements.

Relationships: Build strong relationships and work collaboratively with Key Stakeholders

Key Skills/Experience

Has experience in developing a successful team, reward and recognition, feedback, mentoring and coaching.

Possess good IT skills and have experience using the CRM systems

Knowledge and understanding of the competitive landscape, including experience with online gambling and responsible gaming regulations would be an advantage

Good interpersonal skills, confident in building relationships with all stakeholders & Customers

Ability to drive a team forward in terms of goals and cultural change

Demonstrates sound and well-reasoned judgement when applying decision making

A desire to continuously enhance our procedures, reporting, and equipment

Able to manage competing priorities whilst ensuring performance targets are met

A self-starting mindset with the capacity to switch tasks regularly

Excellent organisational, planning and time management skills

Provide feedback, mentoring and coaching, as well as reward and recognition

What can we offer?

Company Performance bonus

Hybrid working for all staff with flexible working opportunities

Private Healthcare scheme (ability to opt into scheme from day 1 of employment) + Employee Enhanced Assistance

Enhanced Family Leave – Maternity & Adoption Leave: up to 6 months at full pay and 6 months at half pay. Paternity leave: up to 4 weeks at full pay

Life Assurance (x3 salary)

Contributory Pension Plan

Daily snacks, quality coffee, soft drinks and regular socials