Company Description
We’re Grosvenor Casinos. Our venues sit at the heart of our communities, offering a safe space for people to play table games, have fun on our slots or relax with friends and enjoy our fabulous food, drink and entertainment.
We’re on an exciting journey of growth and it’s the ideal time to join us. More than ever, we’re investing in our Venues and our people to ensure we have the best entertainment offering and the best people in the right places.
Job Description
As a Player Protection Analyst you will apply a range of investigative techniques to identify customer risk and develop a comprehensive view of individual behaviour and background to support venues in making informed enhanced due diligence decisions. You will analyse customer activity, identify risk indicators, escalate cases requiring further review, and produce clear, evidence‑based assessments and recommendations.
You will ensure all customer reviews comply with the Proceeds of Crime Act and align with responsible gaming principles and UK Gambling Commission requirements, working collaboratively with venues and internal teams to close information gaps and improve case outcomes.
This role is onsite five days a week during the initial period; following successful completion of probation, a hybrid model applies with three days in the office and two days remote. Flexible shift patterns are available, occasional weekend work is required (approximately one weekend every 12 weeks), and the team is targeting a January start.
Main Accountabilities and Responsibilities:
- Support the Player Protection Team Leader on safer gambling, affordability and AML matters.
- Analyse individual customer activity, risk and background using data and investigative techniques to inform protection processes.
- Identify customers showing signs of problem gambling or potential illicit funding and escalate higher‑risk cases.
- Investigate sources of funding for at‑risk customers across digital and retail channels.
- Recommend account management actions for at‑risk customers and consult with the Team Leader on decisions.
- Work with colleagues, digital/retail stakeholders and the High‑Value Customer team to ensure consistent, cross‑channel case handling.
Qualifications
- Exceptional customer service with the ability to deliver consistent, professional support.
- Risk awareness: able to identify, assess and report potential issues promptly.
- Thrives in change: comfortable working in fast‑paced, evolving environments.
- Strong analytical and investigative skills with an aptitude for problem solving.
- High attention to detail and commitment to accuracy in all tasks.
- Self‑starter who is motivated to meet targets and drive results.
- Collaborative team player who learns quickly and adapts to new ideas and processes.
- Proficient in Microsoft Office (Excel, Word, Outlook, PowerPoint)
Additional Information
