The Safer Gambling Analyst will be the voice of player protection, contacting customers by phone and email, carrying out safer gambling reviews and deciding when to interact, restrict or escalate. Reporting to the Safer Gambling Manager, the role works closely with the AML Analyst and Player Experience team so that every customer receives a joined-up, well-reasoned outcome that meets UK Gambling Commission (UKGC) requirements. Roles &
Responsibilities:
Safer Gambling Reviews
- Carry out safer gambling reviews on accounts flagged by markers of harm, and decide the right outcome: no action, interaction, restriction or closure.
- Escalate high-risk and complex cases to the Safer Gambling Manager with clear, evidenced recommendations. Customer Interactions
- Make outbound customer interaction calls and send interaction emails, adapting the approach to each customer’s risk level.
- Handle inbound safer gambling contacts, including self-exclusion, limit requests and customers raising concerns about their gambling. Collaboration
- Work closely with the AML Analyst on shared cases where financial or source of funds concerns overlap with signs of harm.
- Partner with the Player Experience team on escalated cases and customer communications, giving transparent guidance on when and how to refer. Record Keeping & Insights
- Keep accurate, audit-ready records of every interaction, review and decision.
- Spot trends across cases and markers of harm, feeding insight into KPI reporting and policy updates. Years of
Experience:
1 – 2+ Years Key
skills:
Must have
skills:
- 1–2+ years in a safer gambling, customer risk or player protection role, ideally within a licensed online gambling operator.
- Working knowledge of UKGC LCCP requirements, particularly social responsibility and customer interaction.
- Confident on the phone and in writing, able to hold sensitive and sometimes difficult conversations with customers about their gambling.
- Sound judgement and clear written records: able to weigh the evidence, make a decision and document the reasoning.
- Excellent spoken and written English.