CPCC Analyst

The Customer Protection Contact Centre (CPCC) operates within the Customer Services Operations Department and works closely with the Customer Due Diligence (CDD) team to safeguard customers from gambling-related harm and financial crime risks. The CPCC Analyst engages directly with customers via inbound and outbound calls, chats and other electronic communication channels to address Safer Gambling, affordability and financial crime concerns. The role involves handling sensitive information and supporting potentially vulnerable customers with empathy, professionalism and sound judgement.

• Proactively contact customers to address potential Safer Gambling, affordability or financial crime concerns
• Handle inbound calls from customers identified as potentially at risk
• Manage sensitive interactions, including suicide-related contacts, and transfer calls to GamCare when required
• Deliver outstanding customer service while encouraging the use of Safer Gambling tools or requesting Source of Funds documentation
• Assess customer responses using sound judgement and analysis, applying appropriate risk mitigation controls in a timely manner
• Implement necessary account actions such as loss limits, deposit limits or account closures
• Maintain clear, accurate and auditable documentation of all decisions and actions taken
• Handle sensitive customer data in line with data protection and privacy requirements
• Ensure all communications are completed in accordance with Standard Operating Procedures (SOPs)
• Consistently meet KPIs and SLAs as defined by management
• Share best practices and contribute ideas to improve processes
• Provide support to wider Customer Service teams when required
• Complete ad hoc tasks in line with business needs

• Excellent written and verbal English communication skills
• Strong Excel skills
• Ability to communicate calmly, sensitively and professionally with distressed or challenging customers
• Experience handling sensitive and confidential customer information
• Strong understanding of Safer Gambling and Anti-Money Laundering (AML) policies
• Sound knowledge of Safer Gambling tools
• Proven ability to deliver high-quality work in a fast-paced and demanding environment

• Knowledge of Safer Gambling and AML regulatory requirements
• Demonstrated ability to identify potentially vulnerable customers using sound judgement and analysis

Entain is a leading, global sports betting and gaming company that is upping the excitement and increasing player safety.