About the Role
We’re looking for a detail-driven and highly communicative individual to join our compliance team. In this role, you'll be responsible for managing customer complaints, particularly those related to Safer Gambling and Anti-Financial Crime, ensuring they are resolved fairly, professionally, and in line with the Gambling Commission of Great Britain Licence Conditions and Codes of Practice (LCCP). You will also conduct independent internal audits and policy, process and procedure evaluations, helping us maintain a strong compliance culture and continuously improve our operations.
Responsibilities
- Manage the end-to-end handling of customer complaints, ensuring timely, transparent, and LCCP-compliant resolution.
- Liaise with internal teams (Customer Support, Compliance, Safer Gambling, AFC, and Payments) to coordinate investigations and gather evidence.
- Monitor and improve the complaints handling process to align with regulatory expectations and industry best practice.
- Support internal audit activities across business functions, identifying compliance risks and operational gaps.
- Prepare and present audit findings and recommendations to senior leadership.
- Assist the Heads of Regulatory and Operational Compliance with documentation and maintenance of regulatory records.
- Handle data subject access requests, ensuring responses are accurate, complete, and compliant with UK GDPR.
- Manage inbound due diligence requests and carry out due diligence on new and existing third-party business partners.
- Monitor third-party activities to ensure ongoing compliance with regulatory requirements and internal policies.
- Review and sign off marketing communications to ensure alignment with advertising codes, licensing obligations and internal policies.
Requirements
- Experience in a regulated gambling environment
- Strong understanding of LCCP, AML/CTF obligations, and Safer Gambling practices.
- Exceptional communication and writing skills, with the ability to convey complex decisions clearly and empathetically.
- Comfortable working independently and managing multiple case files or projects at once.
- Excellent organisational and analytical skills, with a proactive and solution-oriented mindset.
- Gap Analysis Experience
- Auditing Experience
Nice to Have
- Experience working with UK-based ADR bodies (e.g., IBAS, eCOGRA).
- Experience handling escalated complaints or regulatory submissions.
- Previous use of Zendesk, Salesforce, Intercom or similar case management systems.
- Familiarity with UK GDPR and experience managing data subject access requests.
Benefits
- Shape our future: Play a key role in our team's success, where your voice matters, and you'll have a direct impact on shaping Midnite's future.
- Connect and unwind: Take part in our quarterly gatherings where our community comes together to bond and have fun.
- Comprehensive health coverage: Look after your well-being with our outstanding zero-excess health insurance plan, which includes optical and dental coverage.
- Simplify life: Take advantage of our nursery salary sacrifice scheme, allowing you to conveniently pay your child's nursery fees straight from your paycheck.
- Work-life balance: Enjoy 25 paid holidays a year, plus generous paid maternity, paternity, and adoption leave, supporting you during life's most important moments.
- Productive home office: We provide everything you need for a comfortable and ergonomic home setup, ensuring you're as productive as possible.
- Flexible working: We embrace flexible working, allowing you to adjust your schedule when life's unexpected moments arise.
- Latest tech made easy: With our salary sacrifice schemes, you can upgrade to the latest gadgets, household items, and mobile tech without the upfront cost.
- Exclusive perks: Enjoy a wide range of discounts on retailers, groceries, and subscriptions, making life a little more affordable.
- Grow with us: Expand your skills through internal and external learning opportunities while benefiting from access to mentorship programs that support your development.
- Transparent compensation: We provide competitive pay with clear team bandings and salary grids, ensuring that salary discussions are simple and fair.
- Constructive feedback: We foster a transparent culture, encouraging individual feedback and review sessions to help everyone improve.
Additional Information
- Must be UK-based
- Productive home office: We provide everything you need for a comfortable and ergonomic home setup
- Flexible working: We embrace flexible working, allowing you to adjust your schedule when life's unexpected moments arise.
