MERKUR - Compliance and Licensing Officer

Merkur Casino Holdings UK Limited; Milton Keynes; In loco; GBP 36.000 - 44.000; Tempo pieno

Vantaggi offerti da questo lavoro

33 days holiday (including Bank Hollid

Contributory Pension Scheme

Health care plan

Life Assurance

Discounts with high street retailers

Employee assistance programme

Long service awards

Descrizione del lavoro

Merkur Casino Holdings UK Limited in Milton Keynes is seeking a Compliance and Licensing Officer to support the Head of Compliance and the casino operations teams. The role covers complaints oversight, data protection coordination, licensing administration, regulatory change oversight and compliance reporting.

You will monitor regulatory developments, maintain change registers, coordinate with stakeholders and help implement robust complaints procedures to protect customers and the business.

Competenze

• Experience in administration, case coordination, customer complaints, licensing or compliance support.
• Awareness of data protection principles and willingness to develop knowledge of DSAR handling, gambling licensing and complaints procedures.
• Strong organisation, attention to detail and written communication.
• Discretion when handling sensitive information.
• Confident use of Microsoft Office and case-management systems.

Mansioni

• Monitor external regulatory developments, consultations and enforcement publications relevant to the business.
• Maintain a regulatory change register and flag changes and deadlines to the Head of Compliance.
• Interpret regulatory developments and assess impact across casino and AGC operations.
• Prepare briefings and draft communications for approval.
• Coordinate updates from owners on regulatory actions, track progress and evidence.
• Support complaints processes and guidance to improve response speed and quality.
• Maintain a complaints register and coordinate with case owners.
• Follow up overdue complaints and highlight themes and potential customer harm.
• Coordinate documentation for ADR referrals and maintain license registers.

Conoscenze

Administration

Case coordination

Complaints handling

Compliance support

Data protection awareness

Organization

Discretion

Microsoft Office

Case-management systems

Strumenti

Microsoft Office

Case-management systems

Descrizione del lavoro

Position: Compliance and Licensing Officer Salary: Up to £40,000 Hours per week: 37.5 Location: Milton Keynes head office with occasional travel as required

We have a fantastic new opportunity for a compliance and licensing officer to join our team. The role will be to support the Head of Compliance, AGC and casino compliance and operations teams through complaints oversight, accurate data protection coordination, licensing administration, regulatory change oversight and compliance reporting.

About you:

• Experience in administration, case coordination, customer complaints, licensing or compliance support.
• Experience in a regulated business is desirable; gambling sector knowledge, extensive specialist or management experience is not required.
• Awareness of data protection principles and willingness to develop knowledge of DSAR handling, gambling licensing and complaints procedures.
• Strong organisation, attention to detail and written communication
• Ability to manage competing deadlines, maintain accurate records and follow up constructively with colleagues.
• Confident use of Microsoft Office and case-management systems
• Discretion when handling sensitive information
• Sound judgement about when to seek guidance and willingness to learn.

What’s in it for you?

We offer comprehensive training and excellent career progression; lots of our senior team have progressed through the business, alongside the following benefits:

• 33 days holiday (including Bank Holidays)
• Contributory Pension Scheme
• Health care plan and Life Assurance
• Discounts with high street retailers and restaurants through our benefits portal
• Employee assistance programme
• Long service awards

Duties including but not limited to:

• Monitor external regulatory developments, consultations, guidance and enforcement publications relevant to the business.
• Maintain a regulatory change register and flag relevant changes and deadlines to the Head of Compliance.
• Support the Head of Compliance to interpret regulatory developments, supporting the assessment of their impact across casino and AGC operations.
• Prepare clear briefings and draft communications for approval.
• Coordinate updates from business owners on agreed regulatory change actions, track progress and supporting evidence, and elevate delays or gaps.
• Support operations to further develop, implement and embed complaints processes and guidance to improve speed, quality and consistency of responses
• Maintain a complaints register and coordinate with the operational case owners.
• Follow up overdue complaints and agreed improvement actions. Highlight recurring themes, potential regulatory concerns and possible customer harm.
• Coordinate documentation for alternative dispute resolution (ADR) referrals
• Maintain accurate license registers and deadline tracking, coordinate the day-to-day relationship with external solicitors, and gather and provide the information, data and supporting documents required for applications and notifications.
• Coordinate information and fee arrangements with Property, Finance, Legal, Operations and license holders.
• Support licensing hearings, inspections and venue changes
• Log and acknowledge data subject access requests (DSARs)
• Collate response packs, check document accuracy and apply approved redactions under supervision.
• Maintain an audit trail of searches, reviews, approvals and disclosure, handling personal data confidentially and following retention requirements.
• Log reported data protection incidents and promptly pass them to the manager and appropriate privacy or information-security lead.