Position Title: Intern - Player Protection

Department: Player Protection Team

Reports to: Senior Executive - Player Protection

 

Job Purpose

Support the Player Protection Team in its daily functions. This includes the distribution and processing of complaints and disputes, addressing the existing backlog related to land-based operations, and contributing to the refinement of internal monitoring systems. The role also involves identifying and reporting on emerging trends that may warrant regulatory attention or internal escalation. Additionally, the post-holder will support ongoing strategic initiatives and may be assigned work on more complex, cross-functional cases—based on performance and training progression. 

Main duties and Responsibilities

• Handle physical land-based self-exclusion forms, including scanning, uploading, shredding, and updating the internal system once exclusions expire. This also includes assisting with the backlog of historical documentation.

• Assign and delegate new tickets received daily by the Player Support Team, ensuring timely triage and efficient pipeline management. Respond to player queries that can be resolved via an ADR entity.

• Support the internal monitoring process by maintaining and refining the ticket tagging system used in complaint handling, to improve tracking, categorisation, and resolution timelines.

• Compile and consolidate statistical data for monthly internal reporting, ensuring accuracy and timely delivery.

• Verify ADR enclosure submissions, follow up on missing reports, and liaise with licensees who have not met submission requirements, escalating where necessary.

Technical/Professional Expertise

• Candidate must be currently pursuing an educational course equivalent to MQF Level 6;

• Interested in the gaming industry;

• Be capable of working within a team, manage multiple engagements and work to demanding deadlines;

• Ability to work under pressure in a fast-paced and changing environment;

• Ability to identify and report on sensitive issues in a concise manner;

• Be smart, highly motivated, well presented and with good communication skills;

• Organised and having impeccable report writing skills; and

• Takes ownership and actions.