Job Description

We’re looking for a Player Protection Casino 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.

Qualifications

• Solid understanding of UK gaming legislation and regulatory standards
• Genuine passion for player protection and responsible gambling
• Strong customer-first mindset
• A PML (Personal Management Licence) is beneficial but not essential
• Proven leadership experience with an inclusive and people-focused style
• Confident in handling customer interactions in fast-paced, front-line environments
• Skilled in managing multifunctional gaming operations
• Commercially savvy, proactive, and enthusiastic
• Excellent communication and interpersonal skills

Additional Information

Why Join Us?

Because your skill deserves the right setting.

• A Salary That Reflects Your Value - We know talent when we see it — and we reward it. You’ll earn a competitive salary that recognises your contribution from day one.
• A Rewards Package That Goes Further - From team competitions and bonuses to staff perks, we believe in making work both fulfilling and rewarding.
• A Warm Welcome That Sets You Up to Win - Our induction isn’t just a process — it’s a real welcome. You’ll get the support and confidence you need to hit the ground running.
• Work That Means Something - You’ll haveor 215 the chance to shape the way we do things, take part in exciting projects, and see your ideas make a real difference.
• A Culture That Puts People First - We’re proud to support and look out for each other. It’s part of who we are — and why people stay.
• A High Standard, Shared Together - We set the bar high because we care — but we do it as a team, not in competition. When one person wins, we all do.
• Real Support for Your Growth - Whether you’re new to the industry or ready to take the next step, we’re here to help you develop and grow.

Be Part of What’s Next

If you're looking for more than just a job - if you want to be part of a team that values passion, performance and care - we’d love to hear from you.

We’re building something special at Grosvenor Casinos. Join us and be part of it.

We’re for Everyone

At Grosvenor Casinos and The Rank Group, we’re committed to creating a workplace that’s welcoming and inclusive. If you need any adjustments as part of your application or interview, just let us know - we’re happy to help.

Please be advised that this role operates within a 24/7 casino environment and will require flexibility to work night shifts and weekends.

Candidates must be 18 years of age or older and have the legal right to work in the UK.