Player Protection Lead & Compliance Officer - London - £42K

Job Title:        Player Protection Lead & Compliance Officer

Salary:            £42K

Location:       London

The Company

A leading Casino Operator is seeking a dedicated and conscientious Player Protection Expert/Compliance Officer, to positively impact and improve their already gold standard approach.

Key Areas of Role

  • Social Responsibility

  • Player Protection

  • Compliance, Audit & Regulation

Objectives & Goals

  • Supporting the Compliance Director in designing, implementing and maintaining the corporate legal and compliance programme.

  • Responsible for the over-arching social responsibility/player protection element of the compliance programme, acting as subject matter expert on all related matters.

  • A key member of the Compliance team, providing proactive and commercially astute advice to operational teams on matters of law and regulation of importance to the business


Objectives & Goals

  • Maintain and advance the flawless reputation of the casino.

  • Be an ambassador for the corporate model – “the 3 C’s” - Customer, Compliance and then Commercial; proactively seeking out opportunities to further embed compliance across the business

  • Provide accurate and timely legal/regulatory advice to staff at all levels of the organisation



The customer/member should always come first and expect:

  • To enjoy the experience

  • To be kept informed

  • To be treated with integrity

  • Be a person who is gaming at the correct level



You must ensure compliance with the Company's obligations in particular:

  • Under the Gambling Act 2005 and LCCP

  • In respect of Social Responsibility

  • Undertaking audit activity to assess adherence to agreed compliance policies and procedures

  • Participating in ad hoc and project work as required e.g. remediation projects, process enhancements etc.



  • Once the Company is satisfied with Customer and Compliance only then will we make a commercial decision.

Social responsibility & Player Protection

  • Support the Compliance Director in the development and implementation of the company’s social responsibility/player protection strategy, to ensure compliance with the licencing objectives

  • Manage the day to day oversight of customers and their play, to proactively identify those who require further scrutiny and assessment

  • Assist on the preparation of all documents relating to social responsibility/player protection including terms and conditions, materials for customers, aide memoires for staff etc.

  • Provide strategic insights via regular high-quality reporting to the executive team and key stakeholders in the business.

  • Build, maintain and grow networks across the company,

  • Act as an ambassador (internally and externally) in relation to our social responsibility/player protection programme

  • Represent the company in bodies and organisations and in some circumstances, on behalf of the Compliance Director, CEO when they are unable to attend

  • Maintain all social responsibility related content of the intranet and website; monitoring external data and reporting as needed.


Compliance, Audit & Regulation

  • Proactively monitor the Casino’s systems and processes, ensuring absolute compliance with both regulatory requirements and the company operating procedures.

  • Keep the Compliance Director fully informed of any breaches/ suspected breaches of procedure, any issues that have arisen or been raised by members of staff

  • Conduct monitoring and investigations regarding any potential conduct that violates compliance processes and procedures by any employee

  • Assist in both internal and external monitoring and audits, to proactively identify potential areas of weakness within the compliance programme.

  • Partner with employees, to ensure current and future compliance with law/regulation and any audit findings

  • Audit the delivery of regular training, awareness sessions, communication of recent enforcement activity etc. to help ensure staff maintain a high level of awareness about relevant law/regulation

  • Review and help draft internal policies and procedures

  • Provide commercially astute compliance advice to the wider business

  • Gather information for all regulatory returns, enabling the Compliance Director to submit accurate and timely information to the Gambling Commission

  • Collate documents necessary to support legal proceedings or litigation


Skills / Qualifications required:

  • Proactive self-motivated, ability to manage competing deadlines and complete tasks with minimal supervision

  • An enquiring mind, self-confident, who is not scared to challenge conventional wisdom from those who say “that’s just the way the gaming industry works”

  • Excellent numerical and analytical skills, able to analyse large data sets to formulate insight-led recommendations in a compelling way

  • Naturally organised with exceptional attention to detail

  • Excellent communication skills, verbal and written with ability to communicate to senior leaders

  • Ability to influence and demonstrate thought leadership, using data and insights

  • Confident in building and maintaining a large professional network with key stakeholders.

  • Able to prepare MI, KPIs and reports, for executive level readership and internal reporting systems

  • Expert knowledge of MS Office, including but not limited to the ability to manipulate data to create detailed MI and reports

  • Proficient in the reporting features of Excel, comfortable in creating, utilising and combining formulae to identify trends to produce comprehensive analysis and reports

  • Able to identify potential data sources which can be used to identify customers who may require further assistance

  • Able to interpret complex data and use this to present comprehensive MI and reporting to inform strategic decision making



  • Strong interpersonal skills, with the ability to interface with personnel on a broad range of areas of expertise and various levels within the organisation

  • Excellent communication skills with a demonstrable ability to communicate persuasively with internal and external stakeholders across the business in writing and in person, to assess, document, monitor report, develop, coordinate and implement various improvements to compliance activities

  • Confidence in acting as ambassador for the company

  • Proactive problem solver, who can confidently assess risks and regulatory concerns and identify proactive and commercial solutions enabling the company to maintain regulatory compliance.

  • Sound judgement, analytical skills and practicality, including the ability to gather information and synthetize it to identify problems, trends and opportunities

  • Ability to conduct analyses and present data in a meaningful way

  • Strong analytical, attention to detail, project management and organisational skills

  • Organised, to plan and manage workload and competing deadlines

To discover more contact Steven Jackson on

Surveillance Officer - London - £27K - £32K 

Job Title:                    Surveillance Officer

Salary:                        £27K - £32K

Location:                   London


The Company

A leading UK Casino Operator is seeking an experienced and talented Surveillance Officer to join their dedicated Surveillance Team.

The Role

  • As a Surveillance Officer you will have exceptional skills in relation to negotiation and communication and will be an advocate of creating a friendly, safe and entertaining Casino environment that is compliant with licensing, Gaming, SIA and CCTV legislation.

  • You will provide advice; support; and direction for both senior management, stakeholders and third-party service providers in relation to a secure and compliant gaming environment.

  • The successful applicant will have extensive knowledge of the gaming industry,

  • This includes including customer networks/information, as well as an excellent grasp of customer services principles in order to deliver a high-quality surveillance service to the Casino.

  • As Surveillance Officer, you will work closely with the senior management teams from all departments to improve security and minimise risk and losses, as well as to ensure the safety and comfort of those visiting the Casino whilst operating with honesty and integrity.

The Requirements

  • A valid PFL holder

  • A minimum of 2 years Live Table Gaming experience

  • Advanced knowledge of the games played in the casino

  • Advanced knowledge of CCTV and access control systems

  • Knowledge & understanding of Casino legislation and compliance      



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VIP Manager - London - £33K - £45K + Bonus + Benefits


Job Title:        VIP Manager

Salary:            £33K - £45K + Bonus + Benefits

Location:       London

The Role 

A leading Casino operator is seeking a talented VIP Manager maintain and develop their existing VIP Player base.

Job Purpose Statement:

  • The VIP Manager is accountable for the on-going maintenance of VIP customers as well as new business development of potential VIP visitors.

  • Inclusive in this position is the responsibility to oversee the Guest Relations team as well as continued development and promotion of the brand.

This will include:

  • Reactive and proactive VIP management of the top gaming customers, providing a personal hosting service and face of the business for these players and their needs

  • To increase EBITDA contribution of all identified VIP players

  • Consistent and successful VIP business development activity focused on sourcing new VIP players through external prospecting, personal relationships, networking, business development activities and targeting players at other casinos

  • Reports to the Head of VIP

Key Accountabilities

  • Ensure VIP customers enjoy a positive experience in an entertaining and welcoming environment.

  • Personally manage the top players and VIP Programme

  • Explore and understand VIP customer needs ensuring the development of long-term relationships.

  • Host key players at the casino and develop relationship to become a ‘first port of call’ service for their gaming occasions.

  • Create a tracking system that provides superior customer service to VIP players at all times.

  • Own the tracking and development of players including fast tracking upgrades in order to grow loyalty, trip frequency and contribution.

  • Lead by example in the management of the Guests Relations team in providing superior customer service to all guests.

  • Responsible for attention to detail and consistency of service

  • Build VIP customer networks and relationships within identified cultures and to remain aware of up and coming cultural celebrations to capitalise through VIP visitation and member recruitment.

  • Actively promote business development through the Guest Relations team by building internal and external relationships with all stakeholders.

  • Support the Gaming department in achieving the overall business goal in terms of financial revenues through the proactive management of the VIP customer database.       

  • Ensure that financial control is maintained by being fully accountable for a budgeted expense account ensuring an acceptable ROI on all expenses, remaining within budget, and reporting variances in a timely manner.

  • Work with the marketing team in ensuring the achievement of budgeted sales revenue by contributing towards and implementing sales plans, monitoring performance to plan and directing corrective action as appropriate.

  • Prepare and submit reports and analysis on VIP driven activities; initiatives and outcomes where required.

  • Contribute to on-going growth in Gaming through developing and implementing VIP customer strategies and initiatives for the business based on an understanding of the VIP market and industry trends.

  • Develop the VIP programme of activities, events and on and off-site activities to increase loyalty frequency and win, including prospecting and hosting at external events.

Entry Requirements

  • Applicants for this role must demonstrate the following:

  • Essential – A minimum of 2 years Gaming management experience 

  • Desirable – A diploma qualification or degree in a Gaming Management discipline

Knowledge - Essential

  • Extensive knowledge of the gaming industry and service culture, including cultural nuances, patron networks and individual patron information

  • Extensive knowledge of casino or similar operation and an understanding of Casino and Hospitality industry

  • Excellent grasp of customer services principles with a flair for the execution of initiatives

  • Solid understanding of leadership and management practices

Knowledge - Desirable

  • Extensive knowledge and understanding of the Gaming industry.

  • Knowledge of the UK regulatory environment and other legislative requirements

Additional Information

  • The VIP Manager – role functions in a 24/7 business and as such flexibility is required by the incumbent. 

  • There is a minimum expectation that you will be available for signature events & functions within the environment & this will mean evening & weekend obligations outside of ‘normal’ working hours.


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Compliance Assistant - London - £30K

Job Title:        Compliance Assistant           

Salary:            £30K

Location:       London



The Company

A leading London Casino Operator is seeking a detailed focused Compliance Assistant on a 6-month Fixed term Contract

The Role

  • The Compliance Assistant will support the Compliance Team focusing on the administration duties associated with

  • Onboarding


  • Customer Due Diligence (CDD)

  • Enhanced Due Diligence (EDD)

  • Analysing CDD material provided by clients and considering whether further information is needed to complete the CDD process

  • Ensuring all information is stored and shared in a fully compliant manner


The Candidate

  • You will have at least 3 years’ experience working in a support function within a Compliance team

  • You will have a solid understanding of associated legislative, legal and compliance framework

  • A strong attention to detail

  • Be committed team player with Strong Communication Skills

  • Experience with the gaming industry or over heavily regulated environments a distinct advantage



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Customer Verification Manager - London - £42K Pro Rata

Job Title:                    Customer Verification Manager

Salary:                        £42K Pro Rata

Location:                   London                                 

The Company

A leading Casino Operator is seeking a Customer Verification Manager for a 3 - 6 month Fixed Term Contract.


The Role

  • The primary responsibility of this role is to perform AML/KYC due diligence on new and existing members, financial crime investigations and undertake other related compliance related activity, to help the company secure compliance with relevant law and regulation.


Anti-Money Laundering

  • Undertaking timely, efficient and accurate DD checks of new and existing members, ensuring decisions are fully reasoned and that all supporting documents are maintained

  • Ensuring that DD cases are reviewed within agreed time lines and adhere to strict quality guidelines

  • Performing ongoing monitoring of the company’s customer base, including PEP, Sanction and Negative Media screening and analysing the results to eliminate or confirm matches

  • Overseeing the customer screening programme, addressing potential “matches”, providing clear recommendations as to when a customer’s membership should be terminated

  • Providing accurate input and maintenance of key data which underpins DD, such as legal entity name, address/contact details, type of business in relation to legal entity type, any linked parties to transactions etc.

  • Preparing robust KYC and Player Protection management information for to the management team/Board

  • Communicating professionally and confidently with stakeholders including operational colleagues, gaming managers, cash desk and customer relations

  • Helping to ensure that the work of the KYC team is in line with relevant law/regulation, guidance and best practice


Social Responsibility/Player Protection

  • Working as part of the compliance programme, to monitor customers and identify those who may be vulnerable

  • Raising concerns about relevant customers early, so that the appropriate remedial action may be taken in line with the social responsibility programme


General Compliance

  • Undertaking audit activity to assess adherence to agreed compliance policies and procedures

  • Participating in ad hoc and project work as required e.g. remediation projects, process enhancements etc.


Technical Knowledge

  • At least 2 years proven experience of undertaking KYC analysis

  • Proven experience of undertaking financial crime investigations including, the reporting of SAR’s

  • Proven knowledge of legislation including Money Laundering Regulations, POCA, the Terrorism Act etc.

  • Understanding of key KYC inputs including company balance sheets, financials, annual returns etc.

  • IT literate, confident in using MS Office, in particular Excel and SharePoint

  • AML Certification (completed or in progress) desirable


Required Skills

  • Keen attention to detail

  • Able to work independently, with minimal supervision

  • Able to manage a demanding workload, competing deadliness and to appropriately prioritise urgent work based on regulatory/operational needs

  • Excellent analytical and risk assessment skills

  • Excellent verbal and written communication skills

  • Flexible, adaptable and pragmatic

  • Able to interact with stakeholders at all levels in a professional, service-orientated manner; and to be an ambassador for the compliance programme



To discover more contact Steven Jackson on