Esports
CPCC Team Manager
Mid Level
Gibraltar
in office
Full time
Job description
About the Role
The Customer Protection Contact Centre (CPCC) operates within Customer Services, alongside Customer Due Diligence, to safeguard customers from gambling-related harm, affordability risks and financial crime. Reporting to the Customer Protection Operations Manager, the CPCC Team Manager develops a team of CPCC Analysts and Senior Analysts. The primary focus of the role is ensuring compliant inbound and outbound customer contact that addresses Safer Gambling, Affordability and Anti-Money Laundering concerns, while maintaining high-quality, auditable customer interactions.
Key Responsibilities
- Lead and deliver CPCC operational requirements with a focus on regulatory compliance, high-quality customer service, and collaboration across Customer Protection Operations and the UK Digital department.
- Foster a culture of continuous improvement, accountability and high performance within the team.
- Increase team rotas to ensure 24/7 coverage, meeting agreed measurements including call volumes, average handling times, and quality and compliance standards.
- Review, increase and enhance CPCC processes to ensure they are compliant, efficient and fit for purpose, making full use of available technology.
- Identify learning and development needs and provide coaching and ongoing performance feedback.
- Act as a point of escalation and referral for complex customer cases, offering expert guidance and support.
- Maintain clear, accurate and auditable documentation for all customer interactions and operational processes.
- Work with the Training and Quality Assurance teams to maintain high-quality, auditable customer interactions.
- Ensure the teams exceed agreed measurements and service level agreements.
- Deputise for the CPCC Operations Manager on an occasional basis.
Required Experience & Qualifications
- 1+ years of experience leading teams in a customer service, compliance or regulated environment.
- A track record of high-quality outcomes in a high-volume setting.
- Experience handling complex escalations and acting as a subject matter referral point.
Preferred Skills
- Knowledge of Safer Gambling tools and customer protection frameworks.
- Understanding of Safer Gambling and Anti-Money Laundering (AML) regulations.
Workplace
- This is an in-office role.
Benefits & Perks
- A regular bonus and a great pension.
- 25 days annual leave plus local public holidays.
- Extra paid leave, including wellbeing and development days.
- Life assurance and income protection.
- Private healthcare and wellbeing support.
- A stake in the company's success through the ShareSave scheme.
The Application Process
Entain may use approved AI tools to make recruitment simpler and more efficient while keeping people at the heart of the process.
- Approved AI tools support administrative aspects of the recruitment process, giving recruitment teams more time to focus on candidates.
- Recruiters and hiring managers oversee how AI is used and remain responsible for hiring decisions; AI supports decisions but does not make them.
- Reasonable adjustments are available at any stage of the recruitment process for candidates who need them.
About the Company
Entain is a leading, global sports betting and gaming company that is upping the excitement and increasing player safety.
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