Player Protection Analyst

Location: Stoke-on-Trent ST1

Remuneration Package

• £14,528
• Up to 20% annual company bonus
• Office based for the first 4 months (probation and training period) - this will allow you to get to know the team, soak up crucial knowledge and benefit from face-to-face support whilst learning the role!
• Hybrid working available after successful completion of probation period (2 days in the office per week).

The role will be working 4 shifts per week (3 x 4.75 hours and 1 x 4.5 hours, between 17:00 and 22:00 Mon-Sun).
For the first four weeks, training for this role will take place on a full-time basis (Monday to Friday, 09:00-17:30). If this is not possible, please let us know, as we may be able to accommodate an alternative part-time training option.

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