The Company

Lottomart Games is a rapidly growing jackpot entertainment brand offering players the best in slots, progressives, live games, table games, instants, lottery betting and exclusive scratchcards. We've been live since 2019 but still consider ourselves a start-up at heart; there's plenty to go and tons of opportunity for talented people to progress quickly. We're small for now but with big ambitions. We're big enough to reward staff loyalty with an excellent benefits package.

While we've built everything from scratch to make running the business easier, faster, and better, we need to grow the team to keep up with player demand while continuing to deliver the exceptional user experience we've known for. 

Part of our growth includes scaling our team, which is dedicated to protecting players and ensuring that they are gambling safely. This is where you come in.

The Role

The Player Protection Manager is dedicated to promoting a player-first, team-focused environment. This role emphasises staff well-being and team development while effectively managing Jira cases, player support queues, escalated complaints, and proactive player protection measures.

Working closely with the Head of Player Protection, the Manager aligns team objectives with broader business goals, prioritising people management and player care over administrative tasks.

The ideal candidate will be adept in customer service techniques, lead by example through direct player engagement, and actively work to reduce friction for key players facing account blockers. A passion for clear, proactive communication with players is essential, setting the standard for cascading this approach throughout the team.

Responsibilities

Leadership of the Team

• Conduct regular one-to-ones, provide feedback and support team development.

• Oversee recruitment, induction, and ongoing training for team members, ensuring alignment with a player-first ethos.

• Manage rotas, holidays, and scheduling to balance team well-being with business needs.

• Resolve escalated player complaints promptly and empathetically, modelling a high standard of service for the team.

• Handle and resolve difficult calls to demonstrate what exceptional looks like. 

Operational Management

• Monitor and address productivity to ensure the timely handling of cases with minimal friction for players.

• Quality assurance checks and monitoring of the quality assurance process for the player protection team.

• Actively engage with and encourage specialists to engage with key players to address blockers and demonstrate best practices in player support.

• Collaborate with other departments to improve processes and enhance the player experience.

• Serve as a point of escalation for player protection and player experience teams.

Compliance Support

• Oversee SG and AML practices with a focus on proactive player protection.

• Empower team leaders to manage risk assessments while guiding their specialists as needed.

Conduct and Culture

• Lead by example, taking an active role in direct player interactions to inspire the team.

• Promote a culture of clear, proactive communication with players, reducing uncertainty and enhancing trust.

• Foster a collaborative, positive team environment while maintaining adherence to regulatory requirements and internal policies.

Key Requirements:

• Industry Experience: Proven experience in similar roles within the gambling industry, demonstrating a strong understanding of industry-specific challenges and regulatory requirements.

• Safer Gambling Expertise: knowledge of safer gambling principles, including the implementation and monitoring of responsible gambling controls to protect vulnerable players.

• Affordability Assessments: Skilled in conducting affordability assessments and applying global affordability frameworks to ensure player activity remains within acceptable thresholds.

• Anti-Money Laundering (AML): Solid background in anti-money laundering processes, with the ability to identify, assess, and mitigate potential risks effectively.

• Risk Assessment: Proficient in risk assessment techniques, including reviewing Source of Wealth (SOW) and Source of Funds (SOF), and identifying high-risk behaviours or transactions.

Additional Desirable Attributes:

• Excellent analytical skills with attention to detail.

• Strong communication and stakeholder management capabilities.

What we offer!

We care about you, your health, and your wellbeing. That’s why we’ve put together a comprehensive benefits plan to give you peace of mind, allowing you to focus your amazing talents on what you do best.

Private Medical Cover: Our comprehensive plan is designed to supplement the state healthcare that you currently receive while giving you ample coverage for life’s bigger unexpected events. The plan is free of charge and covers you individually for both physical and mental health.

To extend your coverage to include your partner and dependents (i.e. family plan) at a discounted rate, you can pay an extra fee that is automatically deducted from your salary.

Paid Study Support: We are happy to support professional development here at Lottomart. So, we will support your completion through the ICA Specialist Certificate in Money Laundering Risk in Betting and Gaming following the successful completion of probation!

Birthday Day: Working on your birthday is a thing of the past. At Lottomart, we want you to celebrate your special day in style as a paid extra day off above and beyond your standard holiday entitlement. Enjoy!

Thank Holidays: Lottomart will designate a minimum of 5 days per calendar year which will be Lottomart 'Thank Holidays' on which our employees can take the day off as a thank you for all of the hard work they put in every day. 

Generous Annual Leave: On top of an already sizeable number of days off per year, we also offer 25 days of annual leave!

Pay It Forward Day: Every year we will cover up to a full working day’s pay to give you the time to dedicate yourself to a cause you care about. Make a difference by contributing to your local community, helping people, caring for animals, or protecting the environment.

Death in Service Cover: If something happens to you while working for Lottomart, this policy will pay out multiples of your annual salary to take care of your family.

Gym Membership Discount: Ready to work up a sweat? You’ll be eligible for an employee discount for any gyms in the Infinity Group, which includes Atlantic Suites, Ocean Village, Sunborn, and Reshape & Rumble.

Fresh Fruit & Pizza Fridays! We provide a healthy fruit snack area if you’re feeling like something fresh during the day. For something a bit more decadent, we order all kinds of enormous pizzas from Pizzeria Place outside Casemates to end the week on a high note.

Fast Learning & Growing: Despite being a few years old, we still think of ourselves as a start-up. That means that there are plenty of opportunities to learn, expand your responsibilities, and turbocharge your career growth that you might not otherwise have in a large corporation.