Job Description We’re looking for a Player Protection Manager who’s passionate about creating a first-class experience where customers feel supported. At Grosvenor casino in Luton, you’ll be the go-to expert for player protection -making sure gambling stays fun, responsible, and safe. You’ll lead the team in delivering high-quality, timely interactions, staying ahead of industry changes, and ensuring compliance with UKGC licensing objectives. In this role, you will: Championing Responsible Gambling and Player Safety: You’ll be the subject matter expert, ensuring our approach to player protection is proactive, compassionate, and effective. Team Coaching: You’ll guide your team to deliver timely, high-quality interactions that meet business targets and regulatory standards, helping them feel confident and capable in every conversation. Analysing Data and Risk: You’ll review customer behaviour and risk indicators to identify those who may be vulnerable to gambling harm, ensuring appropriate and timely interventions are made. Due Diligence Processes: You’ll assist the General Manager with enhanced due diligence processes and ensure all player protection incidents are logged, followed up, and resolved. Team Communication: You’ll provide weekly updates to the GM on progress, risks, and trends, and keep your team up to date with the latest regulatory changes and industry best practices. Compliance: You’ll make sure all policies and procedures around affordability, customer due diligence (CDD), source of funds (SOF), and enhanced due diligence (EDD) are followed to the letter. Duty Manager Responsibilities: You’ll take charge of the club during your shift, representing the General Manager or Operations Manager and ensuring smooth, safe operations.