Head of Customer Support - UK&IE in Leeds

ABOUT THE ROLE

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.

YOU WILL BE RESPONSIBLE FOR:

• 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.

OUR SUCCESSFUL CANDIDATE WILL HAVE THE FOLLOWING:

• 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).
• Plenty of time to recharge - 28 days of paid leave, plus all public and bank holidays in England.
• Invest in your future - 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 for you to invest in your health and wellbeing (T&Cs apply).
• A great workplace experience - Talented colleagues, complimentary snacks and drinks, as well as breakfasts and lunches on a weekly basis.
• A social culture you’ll love - Regular opportunities to attend sporting events throughout the year, plus a quarterly team budget for even more fun.
• Support for growing families - Up to 6 months of full pay for maternity leave.
• Stay active & save money - Cycle-to-work scheme and gym discounts to keep you moving.
• Work in style - at our newly renovated offices at Tailors Corner are just a 2-minute walk from Leeds Train Station.

JOIN US! In our pride, we empower our teammates to find their roar and run with their wildest ideas. We don’t wait for things to happen; we pounce and make it happen!