Player Protection Specialist at Lottomart

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 still 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 a great 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're known for.

The Role

The Player Protection Team operates as a dedicated, player-facing function within the Operational Department. We focus on supporting players at key points in their journey and working closely with the Player Due Diligence Team to ensure players are gambling safely and fairly. The team operates across both day and night shifts to ensure 24/7 coverage and consistent support. 

The Player Protection Specialist plays a key role in supporting players through safer gambling (SG) reviews, follow-up calls, chats and emails, and documentation reviews. This is a player-facing role, focused on ensuring that interactions are handled with care, compliance, and consistency, regardless of time of day.

You’ll handle SG flags, identify behaviour patterns, support players with document requests, and collaborate with both the Player Due Diligence Team and Resolutions Manager on player cases.

We are recruiting for both our day and twilight teams - take a look at the role specifics below to understand the working hours for each team.

Responsibilities: 

Player Protection Cases

• Complete SG reviews by assessing player behaviour, spend patterns, and account activity
• Draft and send appropriate communications to players regarding their play or required information
• Conduct calls with players to explore concerns, provide support, or gather additional information
• Escalate higher-risk cases or concerning behaviour to the Team Leader or Manager

Player Interaction and Support

• Clearly explain requests for documents or information and support players through the process
• Manage objections and guide players in a calm and respectful way
• Tailor all communication (written and verbal) to reflect the specific concerns or context of each case

Documentation Review and Collaboration

• Review player-submitted documents for accuracy and relevance
• Feed into wider case decisions by highlighting potential concerns or confirming completed actions
• Collaborate with the Player Due Diligence team to provide context
• Handle further information calls on behalf of the PDD team, particularly where player understanding or SG concerns are a factor

Compliance and Quality

• Ensure all interactions and decisions are recorded clearly and accurately
• Follow internal processes and regulatory expectations at all times
• Support ongoing training and QA reviews by providing feedback or suggestions when needed

Risk Support 

• Provide case handling and decision support when PDD or PP Management are unavailable
• Where trained and authorised, complete lower-risk EDD sign-offs following established checklists
• Ensure that players receive timely responses and that complaints or blockers are reduced before escalation

Your Profile

This role suits someone with previous experience in player protection, safer gambling, or customer service who enjoys solving problems, handling calls, and working within clear regulatory frameworks.

What We’re Looking For

• Experience in player protection, safer gambling, or customer service
• Strong communication skills, especially in difficult or sensitive conversations
• Comfortable handling calls with UK players and managing objections or concerns
• Good written skills for email correspondence and case note documentation
• Reliable attention to detail and ability to follow internal processes
• A team player with a calm, practical, and professional approach

Role Specifics

• Reports to: Player Protection Team Leader
• Hours: Day Team = between 08:00 - 22:00 I Twilight Team = between 18:00 - 04:00
• Day Team: Any 5 days from 7 (Mon-Sun), scheduled in line with team needs
• Twilight Team: Any 4 nights from 7 (Mon-Sun), scheduled in line with team needs
• Flexibility: Some shift flexibility will be required to support known periods of increased activity or to provide holiday cover

Team Benefits

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.

Here’s what we offer all permanent employees:

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.

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. 

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.

Pension: We have a pension scheme in place to help you plan for your future.

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.

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.

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.