By establishing two new leadership positions to ensure direct control of customer responsibilities, protections and duties, GVC Holdings has enhanced its community customer service units.
Long-term Group AML Director Paul Buttigieg, was promoted to the new position of ‘Director of Player Protection’.
GVC suggested that Buttigieg will take on a ‘international remit’ to improve leadership supervision of operating teams and frontline workers directly dealing with clients , helping the FTSE100 organisation to establish the highest player security standards and protocols in all controlled markets in the sector.
The appointment of former NetEnt General Counsel and Gibraltar MD James Elliot as GVC’s first ‘Customer Ombudsman Director’ would directly help Buttigieg’s promotion.
The appointment of Elliot is marked as a new customer service approach, as GVC is the first UK gaming company to name an in-house ombudsman with respect to customer relationships, conflicts and obligations.
Prior to the company’s £ 1 billion acquisition by GVC Holdings in 2015, Elliot was Director of Legal Affairs for bwin.party Entertainment (2005-2014), a specialist in gaming compliance, corporate obligations and risk management.
As the UK Gambling Commission (UKGC) and other European regulatory counterparts in Germany , Spain and the Netherlands, GVC has reshaped the leadership of its customer service units, putting consumer rights and safeguards at the top of inbound legislative changes for 2021.
UKGC CEO Neil McArthur, meanwhile, called on UK betting leadership to strengthen all-round consumer security during 2020 or face additional regulatory implications.
He claimed that ‘gambling could not afford to disconnect from its consumer responsibilities,’ adding that consumer confidence had reached an all-time low following a series of multi-million £fines.