Player Protection Advisor

Salary: £29,060
Working hours: 37.5 hours per week, shifts are between Monday - Sunday, 8am - 11pm. While weekend shifts appear in most weeks, the rota is structured to include lighter weeks with additional days off, ensuring the overall pattern remains manageable.
Office based for the 4 month probation and training period, hybrid working available after successful completion (2 days in the office per week).

The Role

The main role of the Player Protection Advisor 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 

• You will play a central role in identifying potential risks and markers of harm to our members that have triggered internal controls; reviewing affordability; and making risk-based decisions to act when you see evidence of harm and behaviour change.
• Ability to apply player protection policies and procedures to make a reliable judgement about how, why, and when to interact, and to document this accurately.
• Handling incoming and outgoing contacts with members, dealing with enquiries about safer gambling by phone, email and occasionally live chat.
• Effective resolution of customer complaints in line with our complaint’s procedure.
• Acting as a subject matter expert in the field of safer gambling.
• Strong passion for supporting members who demonstrate signs of gambling related harm, including vulnerable members.
• Efficiently navigate and manage our back-office tools and alerts to complete a variety of safer gambling checks in an effective manner and enable a smooth customer journey.
• Keeping accurate records of your observations, member interactions, and actions; using your judgement for when follow-up contact would be most effective.
• Embrace the team's goals while working on your personal goals.

Skills, Knowledge and Experience

• Robust investigative, risk analysis, assessment, and decision-making skills
• Strong organisational and prioritisation skills
• Ability to switch tasks when required and meet a tight deadline and to remain calm under pressure.
• Effective communication skills, both written and spoken.
• Ability to remain calm, empathetic and make decisions in stressful situations.
• You enjoy working in a fast-paced and demanding environment.
• Willing to work with people at all levels and in all functions, independently and as part of a larger team.
• You are self-organising and ensure that your attention to detail and accuracy of work is constant.

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