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Vacancy Type:
Permanent
Brand:
23 (Entain)
Job Description
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Purpose of role

We’re Entain. Our vision is to be the world leader in sports betting and gaming entertainment by creating the most exciting and trusted experience for our customers, revolutionising the gambling space as we go. We're home to a global family of more than 25 well-known brands, and with a focus on sustainability and growth, we will transform our sector for our players, for ourselves and for the good of entertainment. 
The Customer Due Diligence (CDD) Operations Department within Customer Services is responsible for conducting detailed investigations of UK Digital/Multi Channel customers to detect money laundering risks and potential vulnerable gamblers. These investigations are conducted to ensure that the customer can legitimately support their levels of play and are protected from gambling harm.
You will be responsible for contact of customers, by telephone or other electronic means, in order to address potential Safer Gambling, Affordability or Anti-Money Laundering concerns.
You’ll be responsible for handling sensitive customer information and acting as a referral point for less experienced analysts, to ensure quality standards are met.

Key responsibilities

Main:
• Contribute to the team’s requirements with a focus on compliance, customer service, and collaboration with the rest of the CDD Operations, UK Digital department.
• Identify development needs and deliver training for new or less experienced analysts.
• Work shifts to ensure we have 24/7 coverage to meet KPIs e.g. volume of calls, average handling time, and quality measures.
• Act as a point of referral for complex cases and escalations, providing guidance and support.
• Ensure outcomes are well documented and auditable.

Occasional:
• Optimise processes, ensuring that they are both compliant and fit for purpose. Review processes to ensure they are streamlined and maximise the technology available.

 
Specialist skills and experience

Essential:
• Excellent written and verbal English.
• Ability to communicate sensitively and calmly, particularly with customers who may be distressed or angry. 
• Experience of handling sensitive, confidential customer information.
• Thorough understanding of Safer Gambling and AML policy requirements.
• Sound knowledge of Safer Gambling customer tools.
• Proven track record in delivering high quality work in a fast-paced, challenging environment.
• Experience of being a point of referral for complex escalations.

Desirable:

• Knowledge of Safer Gambling and AML regulations.
• Evidence of sound judgement and analysis to identify potentially vulnerable customers.
Competencies / behaviours

• Achievement Drive
• Works With others

About Entain

We may sit on the FTSE100, but for millions of customers worldwide, we’re the brands they hold in their hands – and heart. As the home of household names like Ladbrokes, Foxy and PartyPoker, to name just a few, we elevate lives with moments of excitement. And right now we’re elevating ourselves above the competition. We’re leading the industry in bold new directions - and it’s our diverse and talented team who are making this possible. Believe us, the best is yet to come. For our customers. For our future. For your career.

DEI and Wellbeing @ Entain

Our vision is to be the world leader in betting, gaming and interactive entertainment, and we know that the most successful businesses are the most sustainable ones. Diversity and inclusion is key to sustainability and success and our goal is to attract, engage and retain the best talent globally, bringing the best thinking to our business from inside and outside of our sector. Our ambition is to make sure everyone at Entain feels valued, respected and included. Inclusion is embedded in everything we do, because we know when we feel respected and heard, we do our best work. Sustainability drives everything we do, and doing what’s right is one of our core values. Diverse teams have more creativity, imagination, innovation and problem solving capabilities. We are committed to tackling inequalities and creating a diverse and inclusive business. Here, we celebrate our individual differences, and make sure everyone feels supported, respected, and empowered to thrive – and that starts from the moment you apply to join us. We want our employees to feel healthy and supported at home and at work. That’s why we have our Well-me programme, which provides information, tools and training to help our people look after their mental and physical wellbeing in ways that matter to them.

Life @ Entain

We’re a team who love to play, and win, together. We love building bonds between our people, and we love to build your career up too. Join us, and we won’t just be your employer, we’ll be your biggest cheerleader. We’ll give you the power to lead the conversation on your learning and career goals from day one, and then get behind you with all the support you need to take your career – and our business – to new heights.

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