Job Description
Description
Position at LeoVegas UK
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.
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