CPCC Team Manager

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.
Job Description
This is a in-office role. As a CPCC Team Manager you will lead a team of CPCC Analysts and Senior Analysts within a shift-based operational environment, ensuring customer protection coverage.
Reporting to the Customer protection operations manager, you will be part of the Customer protection team. You will manage the daily performance, engagement, and development of your team. You also complete customer interactions and compliant manner as part of your role. Working shifts, you will provide visible operational leadership, support colleagues with complex or sensitive customer cases and ensure appropriate escalation and handover across the operation.
You will work with Quality Assurance, Training and other important partners across inbound and outbound customer contact. You will ensure interactions are documented, auditable, with processes followed.

You Will:

The is an office-based role
Lead and inspire the CPCC team, delivering a high-quality operation with customer protection, compliance and excellent customer service at its heart, while working collaboratively across Customer Protection Operations and UK Digital and Retail.

• Create a positive, high-performing team culture where colleagues feel supported, accountable and empowered to improve the way we work and the outcomes we deliver for customers.
• Take ownership of shift performance and operational coverage. Increase rotas and resources to maintain 24/7 coverage and meet measurements. These indicators include call volumes, Average Handling Time (AHT), service levels, and quality measures.
• Guide smarter and more efficient ways of working, reviewing processes to ensure they remain compliant, streamlined and fit for purpose, while making the best use of available technology.
• Coach and motivate your people, identifying personal and team learning needs and providing regular feedback to build capability and confidence.
• Be a trusted point of escalation for complex, sensitive or higher-risk customer cases, providing clear direction to colleagues when it matters most.
• Lead throughout the shift, managing changing priorities, workloads and operational challenges while ensuring handovers between teams and shifts.

Qualifications

You Have:

• Proven people leadership experience within a customer service, customer protection, compliance or similarly. ·
• 1+ years of experience managing complex cases and escalations, with the confidence to make informed decisions and provide clear guidance to others. ·
• Coaching and people-development skills, with the ability to motivate individuals, recognise potential and support colleagues to perform at their best. ·
• A performance-focused mindset, comfortable using operational measures and quality insights to identify opportunities and improve. Desirable: ·
• Knowledge of Safer Gambling customer protection tools. · Knowledge of Safer Gambling, Affordability and Anti-Money Laundering (AML) requirements within a regulated environment. · Experience working within a 24/7 shift-based customer operation

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.
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