Customer Protection Contact Center Analyst with

**About The Role**:
Entain is one of the world’s largest sports betting and gaming groups, operating both online and in the retail sector. With offices across five continents and licences in more than 20 countries, we operate some of the most well-known and iconic brands in the industry with more than 250 years of combined history - names such as Ladbrokes, partypoker, bwin and Coral.

**The role in a nutshell**:
The Legal and RG International team within Customer Services is responsible for conducting detailed investigations of International customers to detect potential vulnerable gamblers and working in close collaboration with the AML team. Investigations are conducted to ensure that the customer can legitimately support their levels of play and are protected from gambling harm.

You will mainly be responsible for outbound and inbound contacts with customers, by telephone or other electronic means, in order to address potential Safer Gambling, or Affordability concerns.

You’ll be responsible for handling sensitive customer information and dealing with potentially vulnerable customers in a calm, professional and empathetic manner.

**What you’ll be doing**:

- Contacting customers to address any potential Safer Gambling or Affordability concerns.
- Deliver outstanding customer service while encouraging the use of Safer Gambling tools or seeking Source of Funds clarifications/evidence.
- Ensure all necessary actions are taken e.g. loss limits, deposit limits, account closure and maintain a clearly documented audit trail of decision making.
- Handle sensitive information in line with data privacy requirements.
- Share best practice with colleagues and provide ideas to improve processes.

**What we need from you**:

- Excellent written and verbal French.
- Business level of English is required.
- Ability to communicate sensitively and calmly, particularly with customers who may be distressed or angry.
- Understanding of Responsible Gambling tools and policy requirements
- Proven track record in delivering high quality work in a fast-paced, challenging environment.
- Evidence of sound judgement and analysis to identify potentially vulnerable customers.
- Previous experience in a Call Center environment.
- Ability to examine problems and strategize for solutions.
- Self-motivated, organized, and highly efficient personality.
- Must be detail orientated and analytical.

**About The Company**:
We’re Entain. Powered by our very own technology and building products that push boundaries, Entain is home to a global family of more than 25 well-known brands and over 24,000 people, but we all play for the same team. When we win, we win together. Our vision is to be the world leader in betting, gaming and interactive entertainment by bringing moments of excitement into people’s lives. We will achieve this through our focus on sustainability and growth, driving change in the fast-paced world of entertainment.

**Diversity and inclusion at Entain**

As a global employer, Entain is committed to providing a safe, fun, and inclusive culture where our people feel like they truly belong. We are a multicultural business that values, celebrates and respects individual differences, so whatever your sexuality, gender, gender identity, ability, age, race, religion or belief, you will have a voice here, and the space to do your best work. Our diverse internal networks provide the support for you to express your views and make a positive difference.

**Wellbeing at Entain**

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.