Player Protection Team Leader

Reports To: Player Protection Managers
Department: Legal & Compliance
Location: Gibraltar
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Key Responsibilities / Duties:

  • Allocation of daily work tasks and supporting the officers where there is a need to maintain service levels, use of allocation sheets and shift reports.
  • Ensure we are fully compliant with the GBGC and GGC LCCP. UK AML regulation and the Gibraltar Money Laundering regulations. All licencing objectives are adhered to.
  • Monitor activity; improve operating efficiency and the contact handling quality. Prepare and deliver performance appraisals.
  • Educate, develop, and motivate staff to meet or exceed service levels, quality and operational expectations.
  • Investigate and manage potential Safer Gambling & Enhanced Due Diligence escalated cases through to resolution, ensuring compliance with the relevant legislation and regulations.
  • Acting as first point of contact for escalated queries ensuring Officers are shown how to deal with such queries in the future.
  • Carry out customer interactions on email, chat and telephone. These calls are of a sensitive nature with some difficult conversations, situations, and personal issues.
  • Review and analyse Source of Wealth (SOW) funds/wealth documentation to ensure that customers are gambling with legitimately derived income and affordability concerns have been identified and addressed.
  • Review Enhanced Due Diligence reports and make decisions as to how the business relationship can continue with the customer, thoroughly documenting the rationale behind the decision.
  • Resolve escalated customer queries and completing account reviews and summaries for the Player Protection Managers.
  • Ensure all systems are functioning and working efficiently.
  • Make random checks of the contact inflow volume, quality of replies and handling time, review with the Officers individually.
  • Ensure that all incoming queries are dealt with accurately and in a timely manner.
  • Deputising for a Player Protection manager if required.

Key Working Relationships:

  • Reporting directly to the Player Protection Managers.
  • Working closely with the Head of Compliance Operations.
  • Key relationships with EDD Officers, Safer Gambling Officers, Payments & Security Team, Contact Centre, Account Management Team, Operational Excellence Team, and Internal Audit.
  • Working closely with the Player Protection Managers to ensure consistent approach in work practices.
  • Communicate with other teams and departments to handle various projects as required.
  • Liaising with Compliance/MLRO to ensure suspicious activity is highlighted for investigation.

Person Specification, Skills, Experience & Qualifications:

  • Highly motivated, with strong organisational skills.
  • Be flexible and be able to positively react to change.
  • Experience of working within an EDD, SG or compliance environment; in particular, experience of reviewing and making key decisions based on customer information.
  • Strong experience in the gambling industry or comparable experience in a regulatory sector.
  • A strong communicator, with excellent interpersonal skills and the ability to communicate with colleagues and external stakeholders at all levels.
  • Knowledge of UK AML Laws, Gibraltar Money Laundering Regulations and GBGC /GGC LCCP’s.
  • Able to handle pressure and work at pace.
  • Strong attention to detail.


  • Have experience of managing teams of people, coaching, and developing their skills

Working hours:

  • 40 hours per week including weekends, and night shifts.

BetVictor is an equal opportunity employer.

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    BetVictor is an equal opportunity employer.