Head of Customer Support - UK&IE in Leeds

The Head of CS - UK leads first‑line customer support operations for one of the Group's most strategically important markets. This role oversees a team serving UK players, ensuring world‑class service quality, robust regulatory compliance, and a strong commercial partnership with the UK cluster. The position blends operational leadership, regulatory governance, and insight‑driven decision‑making – acting as the primary bridge between Customer Support, Product, Compliance, and the UK business.

Responsibilities

• Lead First‑Line Support Delivery
  • Oversee UK‑focused Customer Support teams providing chat, email, and phone support.
  • Ensure the team delivers fast, accurate, and empathetic service aligned with UKGC regulatory requirements.
  • Guarantee operational readiness for key sporting peaks and major tournament cycles.
• Drive Operational Excellence
  • Monitor key KPIs such as FCR, SLA achievement, TPH, resolution time, and CSAT for UK operations.
  • Reduce unnecessary escalations through improved knowledge, tooling, and workflows.
  • Ensure all customer journeys – especially withdrawals, RG checks, and account investigations – are executed consistently and compliantly.
• Act as Commercial Cluster Partner
  • Serve as the primary CS representative to the UK commercial cluster, providing a clear view of customer sentiment, journey friction, and player behaviour.
  • Attend commercial meetings, highlight operational risks or customer trends, and drive cross‑functional action plans.
  • Support promotional and sportsbook initiatives by ensuring CS is prepared, informed, and aligned.
• Champion the Voice of the Customer
  • Translate UK customer insights into clear, actionable feedback for Product, UX, Compliance, Payments, and Sportsbook.
  • Surface trends in disputes, RG interactions, payment friction, and sports‑related queries to support continuous improvement.
  • Partner with the VoC and Insights teams to ensure the UK perspective shapes group‑wide changes.
• Enable Team Leadership
  • Lead UK Team Leaders across all shifts, fostering a culture of high performance, accountability, and customer‑centricity.
  • Develop capability within the teams to manage complex UKGC requirements without compromising service quality or speed.
  • Maintain strong engagement and clear communication across 24/7 operations.
• Collaborate Across Functions
  • Work closely with Tier 2, QA, Training, WFM, and the Systems/AI teams to ensure UK workflows are efficient and compliant.
  • Ensure escalations are handled effectively and that feedback loops into central teams drive improvements to tools, SOPs, and knowledge bases.
  • Actively support Group compliance initiatives and audit preparation.
• Leverage Data & Insights
  • Partner with Insights and Analytics to understand performance trends, peak demand patterns, sports seasonality, and emerging customer behaviours.
  • Use data to shape decisions, prioritise improvements, and support the UK commercial cluster's strategy.
  • Provide regular reporting and updates to senior leadership on operational health and customer sentiment.

Qualifications

• Minimum 3 years' experience in iGaming or a similarly regulated industry, ideally within UK operations.
• Strong understanding of UKGC regulatory expectations across Responsible Gaming, KYC/AML, payments, and marketing.
• Proven ability to lead large, multilingual teams in fast‑paced customer support environments.
• Demonstrated success influencing commercial strategy through insight and operational expertise.
• Strong communication and stakeholder management skills, with confidence presenting to senior leaders.
• Ability to balance customer experience with compliance, risk mitigation and operational efficiency.

Benefits

• Hybrid working – 3 days per week at the office, with flexibility for 2 days at home.
• Workation – Take your job on an adventure with our Workation benefit for up to 4 weeks per year (T&Cs apply).
• 28 days of paid leave, plus all public and bank holidays in England.
• We match pension contributions up to 6 %.
• Comprehensive healthcare – BUPA coverage including pre‑existing conditions, plus a cashback plan for dental, optical and other treatments.
• Wellbeing allowance – £250 annual allowance to invest in your health and wellbeing (T&Cs apply).
• Talented colleagues, complimentary snacks and drinks, as well as breakfasts and lunches on a weekly basis.
• Regular opportunities to attend sporting events throughout the year, plus a quarterly team budget for more fun.
• Up to 6 months of full pay for maternity leave.
• Cycle‑to‑work scheme and gym discounts to keep you moving.
• Work in style – at our newly renovated offices at Tailors Corner, just a 2‑minute walk from Leeds Train Station.
• Additional perks will be shared when you chat with our Talent Acquisition team.

As our company working language is English, we would like to receive your CV in English.