CPCC Team Manager

Employment: Full-time Job Description The Customer Protection Contact Centre (CPCC) operates within Customer Services, alongside Customer Due Diligence (CDD), to safeguard customers from gambling-related harm, affordability risks, and financial crime. As a Customer Protection Contact Centre Team Manager, you will report to the Customer Protection Opertations Manager, you will develop a team of CPCC Analysts and Senior Analysts. Your primary focus will be to ensure and compliant customer contact—both inbound and outbound—addressing Safer Gambling, Affordability, and Anti-Money Laundering (AML) concerns. You will help maintain high-quality, auditable customer interactions. We will achieve this by working with the Training and Quality Assurance teams. Additionally, you will ensure that the teams exceed Measurements and Service level agreements. This is an in office role Main Responsibilities   Lead and deliver CPCC operational requirements with a focus on: Regulatory compliance High-quality customer service Collaboration across Customer Protection Operations and the UK Digital department Foster a culture of continuous improvement, accountability, and high performance within the team. Increase team rotas to ensure 24/7 coverage, meeting agreed Measurements including: Call volumes Average handling times Quality and compliance standards Review, increase, and enhance CPCC processes to ensure they are compliant, efficient, and fit for purpose, making full use of available technology. Identify learning and development needs and provide coaching, and ongoing performance feedback. Be a point of escalation and referral for complex customer cases, offering expert guidance support. Maintain clear, accurate, and auditable documentation for all customer interactions and operational processes.   Occasional: Deputise for the CPCC Operations Manager. Qualifications You Have: 1+ years of experience leading teams in a customer service, compliance, or regulated environment. High-quality outcomes in high-volume setting. Experience handling complex escalations and being a subject matter referral point.   Desirable: Knowledge of Safer Gambling tools and customer protection frameworks. Understanding of Safer Gambling and Anti-Money Laundering (AML) regulations. Additional Information Benefits At Entain, we know that signing top players requires a great starting package, and plenty of support to inspire you. Join us, and a great compensation package is just the beginning. You can expect to receive benefits like: A regular bonus and great pension. 25 days annual leave plus local public holidays. Extra paid leave, including wellbeing and development days. Life assurance and Income Protection. Private healthcare and wellbeing support. A stake in our success through our ShareSave scheme. How we use Artificial Intelligence (AI) in recruitment We may use approved AI tools to make recruitment simpler and more efficient, while keeping people at the heart of what we do. These tools support our teams and give them more time to focus on you. Fairness, transparency and trust Our recruiters and hiring managers oversee how we use AI and remain responsible for hiring decisions. These tools support administrative aspects of the recruitment process, giving our teams more time to focus on you We're open about its use and handle your information following our Job Applicant Privacy Notice. AI supports our decisions, it doesn't make them. Equal Opportunities . If you need any reasonable adjustments at any stage of the recruitment process, please contact us and we'll support you. We're committed to creating a diverse, equitable and inclusive workplace where everyone feels valued, respected and able to be themselves. We're an equal opportunities employer . We welcome applications from everyone and we do not discriminate based on age, disability, gender or gender reassignment, pregnancy or maternity, race, religion or belief, sexual orientation, marriage/civil partnership, or any other basis. We comply with all applicable recruitment regulations and employment laws in the jurisdictions where we operate, ensuring ethical and compliant hiring practices globally. #LI-Onsite Company Description About Entain There's nothing like a career at Entain. We're a leading, global sports betting and gaming company and we're upping the excitement and increasing player safety. We're a FTSE company with iconic brands including Ladbrokes, Coral, BetMGM, Eurobet and bwin, and we have an energy that drives us to perform at the height of our potential. Whether you're an engineer, marketer or retail specialist, a career here is a complete game changer.