Customer Verification Team Lead

Job Description

Company Description

Rank Interactive, part of Rank Group which own/operates Grosvenor, a leading Casino operator in the UK and our venues offer the very best quality gaming and leisure experience in an environment committed to safer gambling. We aim to excite and entertain all our customers giving them a memorable experience they will want to return for.

Our casinos are an exciting and rewarding place to work with roles across all aspects of gaming and customer service with opportunities to develop your existing skills and learn new ones. If you want to build a career in casinos that’s fine with us; as the largest operator in the UK, we have lots of opportunity and structured development programmes.

At Grosvenor we are a ²⁴⁄₇ operation committed to safer gambling for our customers and building and inclusive, diverse and engaged team.

Job Description

Key Responsibilities:

• Lead a team of Customer Verification Administrators and Safer Gambling Reinstatement employees.
• Ensure high standards and efficiency in team duties, focusing on Money Laundering, Safer Gambling, and Affordability risks.
• Oversee the processing of reinstatement requests and adherence to correct processes involving Open Source, 3rd party reporting, and internal summaries.
• Possess a solid understanding of the SENSE and BISES platforms to identify and address issues, ensuring a seamless and compliant customer journey.
• Ensure accurate and efficient review of 3rd party systems by the reinstatement team, escalating risks as appropriate.
• Complete file reviews accurately and timely, evaluating team performance through monthly one-on-one reviews and quality assurance.
• Identify high-risk or high-spending customers, ensuring appropriate action and liaising with various business areas, including the nominated officer, compliance, and regional operations manager.
• Maintain regular communication with the Customer Verification Manager and Player Protection Operational Manager regarding venue and executive communication.
• Build strong working relationships with UK office colleagues, particularly retail verification leaders, business partners, and managers.
• Ensure the team meets KPIs and SLAs related to the effective identification and mitigation of risks associated with money laundering, safer gambling, and affordability, ensuring customer protection.
• Keep up to date with relevant legislation and requirements within the gambling industry.

Qualifications

Essential

• Proven experience in leading a team in a dynamic, high-volume environment.
• Demonstrated ability to influence and manage stakeholders effectively.
• Exceptional time management skills and flexibility in approach.
• Strong skills in report writing, verbal communication, data entry, and record keeping.
• Initiative, ingenuity, and a keen eye for identifying red flags and promising lines of investigation.
• Excellent communication and interpersonal skills.
• Proficiency in using OSINT tools.
• Strong proficiency in Microsoft Office Suite.

Desirable Qualifications:

Understanding of the gaming industry.

• Awareness of relevant legislation and regulations, including:
  • The Proceeds of Crime Act 2002
  • The Terrorism Act 2000
  • The Money Laundering, Terrorist Financing and Transfer of Funds (Information on the Payer) Regulations 2017
  • The Money Laundering and Terrorist Financing (Amendment) Regulations 2019
  • The Gambling Commission guidance on Self Exclusion and Reinstatement
• Knowledge of the SENSE and BISES platforms.

If you’re a passionate, driven, logical and organized individual with a firm focus on teamwork, please apply now towards the next step in your career!

Additional Information

• Competitive Salary: We value your contributions and offer a competitive salary that recognises your hard work and dedication.
• Fantastic Rewards Package: Beyond a competitive salary, our reward package includes a range of benefits, bonuses, and perks to ensure your job is both fulfilling and rewarding.
• Induction for Success: Your success is our priority. We provide a comprehensive induction program, thoughtfully designed to familiarise you with our Grosvenor values and culture, ensuring you are well-prepared for your role.
• Learning and Development: You’ll have the opportunity to learn and grow with the guidance of experienced industry professionals, using your unique flare and style to become a driving force of our team’s success.
• Exciting Project Work: Get involved in exciting project work that will allow you to make a meaningful impact on our business. Your fresh ideas and contributions will be valued.
• People-Focused Culture: Grosvenor is all about its people. Our supportive and nurturing work environment ensures you have the tools you need to thrive.
• High-Performing Culture: Join a team that embraces high performance. We set the bar high and help you reach your full potential.
• Emphasis on Growth: At Grosvenor, growth is not just a word; it’s a commitment. We foster your individual and team growth to help you succeed and excel.

Don’t miss out on the opportunity to join a people-focused business, offering a high-performing culture where you and your team can work, win, and grow together.

The Rank Group are committed to being an inclusive employer, ensuring that we better understand and meet the needs and requirements of our candidates and customers. We aim to do this by facilitating fair and equal access to our services. If you require a reasonable adjustment to be made, please reach out to let us know ahead of your interview.

You’re probably wondering outside of a fun, exciting and varied role – what else do you get? You’ll get a fantastic salary combined with some leading benefits. Wellbeing@Rank is important to us too… From hybrid working and colleague support networks to menopause support and weekly PepTalks, we’re here for you.

We’ll also invest in your growth by providing development opportunities, leadership training and cutting-edge industry certifications so you have the tools and resources to help you work, win and grow with us.

Immerse yourself in new cultures and gain international exposure through our global business. Collaborate with colleagues from around the globe.

The Rank Group are committed to being an inclusive employer, ensuring that we better understand and meet the needs and requirements of our candidates and customers.

We aim to do this by facilitating fair and equal access to our services. If you require a reasonable adjustment to be made, please reach out to let us know ahead of your interview.