Claire James

A proactive and detail-oriented professional with extensive experience in casino operations, player protection, and safer gambling practices. I specialize in identifying signs of gambling-related harm, conducting enhanced due diligence (EDD), and analyzing customer behaviors to ensure compliance with regulatory standards. With a proven ability to liaise directly with customers to carry out affordability assessments and risk management interventions, I am skilled in applying player protection policies and improving processes to safeguard customer well-being.

Additionally, I have expertise in analyzing data using tools like Power BI, training teams on safer gambling procedures, and leading by example to embed a culture of compliance and responsible gambling within organizations. I am seeking a challenging role where I can leverage my skills to make a meaningful impact on player safety while driving operational excellence.

Key Competencies

• Enhanced Due Diligence (EDD) and Affordability Assessments

• Face-to-Face Safer Gambling Conversations

• Player Protection Policies and Compliance

• Data Analysis and Reporting (Power BI expertise)

• Risk Identification and Management

• Training and Development in Safer Gambling

• Leadership and Team Development

• Analytical Problem Solving and Decision-Making

• Customer Retention and Reactivation Strategies

Career History

Casino Operations Manager - Grosvenor Casino, Hill Street, Birmingham - May 2016 – Present

• Safer Gambling and Affordability Assessments: Conduct daily face-to-face safer gambling conversations, ensuring customers are playing within their means and escalating concerns when necessary.

• Enhanced Due Diligence (EDD): Review high-spending customers’ financial documentation, assess affordability, and make informed judgments on interventions to mitigate harm.

• Player Protection: Liaise directly with customers showing signs of harm, implementing risk management strategies to ensure their safety and well-being.

• Data Analysis: Analyze customer accounts and spending patterns using Power BI, identifying velocity spending trends and irregularities for proactive intervention.

• Training and Mentorship: Train managers and staff on EDD processes, safer gambling practices, and writing effective conclusions for reports, ensuring consistent adherence to regulatory standards.

• Customer Retention and Reactivation: Review accounts of lapsed customers to design tailored reactivation strategies while prioritizing responsible gambling principles.

• Operational Oversight: Lead a team of 150+ employees, manage budgets, and ensure compliance with company policies and regulatory frameworks.

• Regularly recognised for excellence in safer gambling practices and achieving compliance-related targets.

• Gained comprehensive knowledge of casino operations, customer service, and regulatory compliance through a series of progressively senior roles.Achievements:

• Spearheaded the implementation of EDD processes, ensuring 100% compliance with regulatory requirements.

• Consistently exceeded financial and engagement targets for customer registration and activation.

• Recognized with a “Long Service Award” for over two decades of exceptional contributions to the organization.

Service Manager / Operations Manager - Grosvenor Casino, Walsall - April 2008 – April 2016

• Directed all aspects of casino operations, including compliance, customer service, and team development.

• Conducted affordability assessments and identified at-risk players, ensuring swift and effective interventions.

• Designed efficient team schedules and workflows to optimize service delivery and cost control.

• Managed customer retention programs, loyalty initiatives, and marketing campaigns while ensuring safer gambling practices.

• Established a collaborative team culture, driving performance and adherence to regulatory standards.

Pit Boss / Pit Manager - Grosvenor Casino, Stoke - October 2007 – March 2008

• Managed gaming floor operations, ensuring adherence to company policies and safer gambling procedures.

• Supported customer engagement initiatives while identifying and escalating at-risk behaviors.

 Various Roles - August 1999 – October 2007 - Grosvenor Casino Walsall

 Receptionist, Dealer, Senior Dealer, Inspector, Cashier, Head Cashier

Education and Certifications

• MHFA England (Mental Health First Aid) – July 2022

• Platinum Gamcare Safer Gambling – June 2022

• First Aid (British Red Cross) – January 2023

• Insights Discovery Training – 2017

• BIIAB Personal Liquor Licence – February 2009

• Alumwell High School, GCSEs – June 1994