In this role, you will be responsible for providing player protection and customer contact to registered users across our various brands. Your main focus will be to ensure that our B2C business complies with all regulatory requirements, particularly those aimed at protecting vulnerable individuals from gambling-related harm. You will work closely with relevant internal teams to support a robust Player Protection programme that monitors, engages with, and evaluates player behaviour. This includes regular collaboration with Customer Support, Anti-Money Laundering, Fraud Operations, and Group Compliance teams.
Your tasks
- Report account and/or system issues to the Player Protection Team Leader, Senior Analysts, and Analysts
- Respond to enquiries and any referred customer communications in a timely manner
- Assist with tasks for the German market, as well as other jurisdictions such as Spain and Italy, when required
- Support the Player Protection Team Leader and Senior Analyst with ad hoc tasks and reviews as needed
- Attend and complete internal and external training, workshops, and working groups, as required
- Stay up to date with Safer Gambling policies and remain fully conversant with information applicable to individual customers
- Identify players who require Safer Gambling interactions and ensure they receive effective support
- Support the Customer Support, Fraud Operations, and AML teams in resolving player queries and conducting account assessments
- Manage both inbound and outbound emails and chats
- Adhere to standard processes and guidelines set by the business, including relevant policies and procedures
- Accurately record all customer contact and notes in our CMS system and internal logs, and evaluate the effectiveness of interactions
- Build positive customer relationships through personalised interactions
- Meet Greentube and Customer Operations RMG standards, Player Protection KPIs, and other service level targets
- Maintain high levels of productivity and efficiency across all responsible gaming tasks, including those related to our Spanish and Italian operations
- Work on a shift basis
- Foster a positive and collaborative team spirit
Your profile
- Fluent in written and spoken German and English
- Demonstrated understanding of responsible gambling practices and player protection principles
- Knowledge of, or willingness to learn, relevant responsible gambling legislation (particularly for Germany (DE), Spain (ES), and Italy (IT))
- Committed to protecting players at risk and promoting safe gaming environments
- Excellent analytical and problem-solving skills with the ability to assess player behavior and identify risk indicators
- Proficient in Microsoft Word, Excel, and other standard PC applications
- Experience in a regulated online gaming or betting environment is an advantage
- Capable of handling confidential and sensitive data in line with GDPR and internal standards
- Able to present information clearly and make well-reasoned recommendations
- Strong verbal and written communication skills with a high level of empathy and interpersonal awareness
- Experienced in sensitive customer interactions and maintaining professional, supportive dialogue
- Highly detail-oriented, with a focus on accuracy and quality
- Excellent planning, organisation, and time management skills
- A goal-oriented and self-motivated team player with a proactive attitude
- Comfortable adapting to change and innovation in a fast-paced environment
- Demonstrates strong business awareness and sound decision-making abilities
Our offer
- Comprehensive Private Health Insurance - Enjoy full health coverage, including dental care and regular eye check-ups, to keep you in top shape
- EUR300 Wellness & Home Office Allowance - Invest in your well-being or create the perfect work-from-home setup
- EUR1,500 Annual Personal Development Budget - Advance your career with courses, certifications, and training of your choice
- Hybrid Work Model - Maintain a healthy work-life balance with 2-3 days per week at the office and the flexibility to work from home the rest of the week
- Work from Anywhere in Europe - After passing probation, enjoy the freedom to work remotely for up to three months per year from anywhere in Europe
- Exciting Company Events & Team Building - Twice a year, we host major company events, plus regular team-building activities to keep things fun and engaging
- Weekly Office Lunch - Enjoy a complimentary lunch once a week at the office, sourced from Malta's best eateries
- Unlimited Fresh Fruit & Drinks - Stay refreshed with a selection of healthy snacks, beverages, coffee, tea, and a fully stocked kitchen--including a cereal bar!
- Mental Health Support - Your well-being matters. Receive vouchers for one of Malta's top mental health clinics to support your mental health
- Specialized e-Learning Platform - Gain exclusive access to iGaming-specific courses and training materials to enhance your expertise
- Private on-site parking available for all employees
About Greentube Malta
Birkirkara, Malta
www.greentube.com
