Customer Protection Contact Centre Analyst - Nottingham

The Customer Due Diligence (CDD) Operations Department within Customer Services is responsible for conducting detailed investigations of Digital/Multi Channel customers to detect money laundering risks and potential vulnerable gamblers. These investigations are conducted to ensure that the customer can legitimately support their levels of play and are protected from gambling harm.

You will be part of the Customer Due Diligence Team,and you will be responsible for inbound and outbound contact with customers, by telephone or other electronic means, to address potential Safer Gambling, Affordability, or Financial Crime concerns. You will be handling sensitive customer information and dealing with potentially vulnerable customers in a calm, professional and empathetic manner.

What you will do

• Contacting customers to address any potential Safer Gambling, Affordability or Financial Crime concerns.


• Deliver outstanding customer service while encouraging the use of Safer Gambling tools or seeking Source of Funds evidence.


• Use judgement and analysis to evaluate the customer responses and apply any appropriate controls to mitigate the risk in a timely manner.


• Ensure all necessary actions are taken e.g. loss limits, deposit limits, account closure, and maintain a documented audit trail of decision making.


• Handle sensitive information in line with data privacy requirements.