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- Tasks: Lead customer support operations for the UK and Ireland, ensuring top-notch service delivery.
- Company: Join a leading recruitment firm in the dynamic iGaming industry.
- Benefits: Competitive salary, career growth, and the chance to shape customer experiences.
- Why this job: Make a real impact in a fast-paced environment while collaborating with diverse teams.
- Qualifications: 3+ years in iGaming or regulated industries, strong leadership and communication skills.
- Other info: Exciting opportunity to influence commercial strategy and drive operational excellence.
The predicted salary is between 36000 - 60000 £ per year.
TalentXD is a leading recruitment and advisory firm dedicated exclusively to the global iGaming ecosystem. We connect the people, businesses, and opportunities that drive the industry forward, partnering with operators, providers, and the companies that power them. Our focus is on understanding the needs of every client and candidate. We ask the right questions, dig deeper, and act as an extension of our clients’ business, representing them with the same insight and care as their own team would. Beyond recruitment, we provide M&A and investment advisory services, fostering connections between investors, founders, and iGaming businesses worldwide. We also support industry professionals who aspire to launch their own casino or sportsbook brand, giving them access to financing, technology, and operational support through our trusted network. At TalentXD, we are dedicated to creating meaningful impact across the iGaming ecosystem, guided by excellence, integrity, and genuine partnership.
Our client, a leading international organisation within the iGaming industry, is seeking a Head of Customer Support – UK and Ireland to lead first-line customer support operations for this key market. The role is responsible for ensuring high-quality service delivery, strong regulatory compliance, and close collaboration with the UK and Ireland commercial cluster. This position blends operational leadership, regulatory governance, and insight-driven decision-making. The successful candidate will act as the primary connection between Customer Support, Product, Compliance, and the UK and Ireland business, ensuring market-specific needs and customer insights guide continuous improvement.
Location: Malta
Responsibilities:
- Oversee first-line support for the UK and Ireland, including chat, email, and phone operations.
- Ensure service is fast, accurate, empathetic, and fully aligned with UK regulatory requirements.
- Guarantee operational preparedness during major sports tournaments and peak periods.
- Lead Team Leaders across all shifts, fostering a high-performance and customer-focused culture.
- Monitor KPIs such as First Contact Resolution (FCR), Service Level Agreement (SLA) achievement, throughput, resolution time, and Customer Satisfaction (CSAT).
- Reduce unnecessary escalations through improved tools, processes, and knowledge resources.
- Ensure customer journeys, including withdrawals, responsible gaming checks, and account investigations, are handled consistently and compliantly.
- Act as the main Customer Support representative to the UK and Ireland commercial cluster.
- Provide clear insight into customer sentiment, journey friction, and behavioural trends.
- Participate in commercial discussions, highlight operational risks, and support action planning.
- Ensure Customer Support is aligned with promotional activities and sportsbook initiatives.
- Translate customer insights into actionable feedback for Product, UX, Compliance, Payments, and Sportsbook teams.
- Identify trends in disputes, responsible gaming interactions, payment challenges, and sports-related queries.
- Collaborate with Voice of Customer and Insights teams to ensure UK-specific perspectives shape group-wide developments.
- Work closely with Tier 2 Support, QA, Training, Workforce Management, and Systems or AI teams to maintain efficient and compliant workflows.
- Ensure escalations are managed effectively and that feedback contributes to improved tools, processes, and knowledge bases.
- Support compliance initiatives and audit preparation.
- Partner with Insights and Analytics to understand performance patterns, peak demand, sports-driven seasonality, and emerging player behaviours.
- Use data to guide operational decisions and support the UK and Ireland commercial strategy.
- Provide regular reporting to senior leadership on operational health and customer sentiment.
Requirements:
- Minimum 3 years of experience in iGaming or a similarly regulated industry, ideally within UK and Ireland operations.
- Strong understanding of UK regulatory expectations related to responsible gaming, KYC or AML, payments, and marketing.
- Proven ability to lead large, multilingual teams in a fast-paced customer support environment.
- Demonstrated success influencing commercial strategy through insights and operational expertise.
- Strong communication and stakeholder management skills, with confidence presenting to senior leaders.
- Ability to balance customer experience, compliance, risk mitigation, and operational efficiency.
This is an exceptional opportunity to apply your expertise and contribute to the success of a high-performing organisation with a global presence.
Head of Customer Support - UK and Ireland in London employer: TalentXD
Contact Detail:
TalentXD Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Head of Customer Support - UK and Ireland in London
✨Tip Number 1
Network like a pro! Reach out to people in the iGaming industry on LinkedIn or at events. We can’t stress enough how important it is to make connections that could lead to job opportunities.
✨Tip Number 2
Prepare for interviews by researching the company and its culture. We recommend practising common interview questions and tailoring your answers to highlight your experience in customer support and compliance.
✨Tip Number 3
Showcase your skills through real-life examples. When discussing your experience, focus on specific achievements in customer support that demonstrate your ability to lead teams and improve service delivery.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets noticed. Plus, we’re always looking for passionate individuals who want to make an impact in the iGaming ecosystem.
We think you need these skills to ace Head of Customer Support - UK and Ireland in London
Some tips for your application 🫡
Tailor Your CV: Make sure your CV is tailored to the Head of Customer Support role. Highlight your experience in customer support, especially within the iGaming industry, and showcase any leadership roles you've held. We want to see how your skills align with what we're looking for!
Craft a Compelling Cover Letter: Your cover letter is your chance to shine! Use it to explain why you're passionate about this role and how your background makes you the perfect fit. Don’t forget to mention your understanding of UK regulatory requirements and how you can lead a high-performance team.
Showcase Your Achievements: When detailing your experience, focus on specific achievements that demonstrate your ability to improve customer satisfaction and operational efficiency. Use metrics where possible, like improvements in KPIs or successful projects you've led. We love numbers that tell a story!
Apply Through Our Website: We encourage you to apply through our website for a smoother application process. It helps us keep track of your application and ensures you don’t miss out on any important updates. Plus, it shows you're keen on joining our team!
How to prepare for a job interview at TalentXD
✨Know the iGaming Landscape
Familiarise yourself with the iGaming industry, especially the UK and Ireland market. Understand the key players, regulatory requirements, and current trends. This knowledge will help you demonstrate your expertise and show that you're genuinely interested in the role.
✨Showcase Your Leadership Skills
Prepare examples of how you've successfully led customer support teams in the past. Highlight your ability to foster a high-performance culture and how you've handled operational challenges. Be ready to discuss specific KPIs you've improved and how you achieved those results.
✨Emphasise Cross-Functional Collaboration
Since this role requires working closely with various teams, be prepared to discuss your experience in cross-functional collaboration. Share examples of how you've effectively communicated insights from customer support to other departments, like Product or Compliance, to drive improvements.
✨Prepare for Scenario-Based Questions
Expect scenario-based questions that assess your problem-solving skills and decision-making abilities. Think about potential challenges in customer support during peak periods or major sports events, and how you would ensure compliance while maintaining excellent service.
