Player Protection Analyst - Italian Market
- Greentube Malta Ltd.
- Birkirkara BKR
- Presence / Mobile
- Work experience
- Customer service, hotline
- Fulltime
We are expanding our Player Protection team at Greentube Malta and are looking for a motivated Player Protection Analyst to help safeguard the well-being of our players in the Italian market.
In this role, you will deliver player protection and customer support to registered users across our portfolio of brands, ensuring our B2C operations fully comply with regulatory requirements, particularly those focused on preventing gambling-related harm. You will collaborate closely with cross-functional teams to monitor, engage with, and assess player behaviour, playing a key role in strengthening our player protection programme, supporting vulnerable individuals, and promoting responsible gaming.
Your tasks
- Report account and/or system issues to the Player Protection Team Leader and Senior Player Protection Analysts.
- Respond to enquiries and any referred customer communications in a timely manner.
- Assist with tasks for the Italian market, as well as other jurisdictions such as Spain and Germany, when required.
- Support the Player Protection Team Leader and Senior Player Protection Analysts with ad hoc tasks and reviews as needed.
- Take ownership of complex cases, demonstrating leadership, initiative, and confident decision-making.
- Contribute to the continuous improvement of Player Protection processes by proactively sharing insights, suggestions, and best practices.
- 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 relevant information applicable to individual customers.
- Accurately 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.
- Handle inbound and outbound emails, chats, and calls.
- Follow and adhere to standard processes, guidelines, policies, and procedures set by the business.
- Accurately record all customer interactions and notes in internal systems and logs, evaluating the effectiveness of each interaction.
- Build positive customer relationships through personalised interactions.
- Meet Greentube and Customer Operations RMG standards, Player Protection KPIs, and other service level requirements.
- Maintain a high level of productivity and efficiency in all responsible gaming tasks, including those related to Spanish and German operations.
- Work on a shift basis.
- Foster a positive and collaborative team environment.
Your profile
- Native-level of Italian and fluent English, both written and spoken
- Previous experience in a Safer Gambling or Responsible Gambling role, or experience in a Senior Customer Service, Shift Lead, or Team Lead position with responsibility for handling escalated Responsible Gambling (RG) cases. Experience in Risk Analysis or a similar analytical role with an iGaming operator will also be considered.
- Strong commitment to protecting at-risk players and promoting responsible gaming
- Knowledge of, or willingness to learn and stay up to date with, responsible gambling legislation and requirements relevant to the Italian, Spanish, and German markets
- Strong problem-solving skills with the ability to assess complex situations and make well-considered decisions
- Goal-oriented with a focus on achieving high-quality outcomes and meeting performance standards
- Solid business awareness and understanding of operational and regulatory environments
- Excellent planning, organisational, and time management skills, with the ability to prioritise effectively
- High level of attention to detail and accuracy in all tasks and communications
- Strong research and analytical capabilities
- Excellent communication and interpersonal skills, with the ability to handle sensitive conversations with empathy and professionalism
- Ability to adapt communication style to suit different player profiles and situations
- Demonstrated empathy and well-developed soft skills, particularly when supporting vulnerable individuals
- A proactive, positive team player who can also work independently and take initiative when required
- Adaptable to change, with a mindset focused on continuous improvement and innovation
- Proficient in Microsoft Office, particularly Word and Excel
- Ability to present information clearly and provide sound, well-reasoned recommendations
- Demonstrated leadership potential, including the ability to support colleagues, take ownership of tasks, and contribute to the development and improvement of team practices
- A degree or educational background in Psychology or a related field will be considered an asset
Our offer
- Hybrid Work Model - Enjoy a thoughtfully designed hybrid work model that offers flexibility while encouraging meaningful in-office collaboration, connection, and team engagement.
- €1,500 Annual Personal Development & Training Package - Grow your career with a dedicated personal development budget and access to specialized training programs. At Greentube Malta, we provide the tools, knowledge, and support to help you achieve your professional goals.
- €300 Wellness & Home Office Allowance - Invest in what helps you feel and work your best. Whether that’s gym memberships, fitness classes or equipment, or lifestyle-focused options like prescription glasses, noise-cancelling earplugs, or relaxing spa massages.
- Comprehensive Private Health Insurance - Stay covered with comprehensive private health insurance, including dental care and regular eye check-ups, giving you peace of mind and support for your overall well-being.
- Weekly Office Lunch & Kitchen Perks - Enjoy a complimentary weekly office lunch with your teammates, plus access to fully stocked kitchens on both floors with fresh fruit, snacks, drinks, and everything you need to prepare fresh meals. It’s the perfect way to connect, recharge, and share moments together at the office.
- Exciting Company Events & Team Building - Regular team-building activities and twice-yearly company events bring us together. From Bingo & Bubbles, Karaoke, FIFA, and board games to high-energy summer events filled with sunshine, great food, fun challenges, and unforgettable moments with the team.
- Mental Health Support - Your well-being comes first. Receive vouchers for up to 6 sessions per year with one of Malta’s top counseling centres, covering individual, couples, family therapy, or even child-minding support.
- On-Site Parking - Enjoy the convenience of dedicated on-site parking at our office. No stress, no searching, just drive in and get started with your day!
About Greentube Malta
Birkirkara, Malta
www.greentube.com
- Pippa Attard
- Senior Talent Acquisition Specialist
