Overview
The Head of CS – UK leads first‑line customer support operations for one of the Group's most strategically important markets. The role oversees a UK‑focused team that delivers chat, email and phone support, ensuring world‑class service quality, robust regulatory compliance and a strong commercial partnership with the UK cluster. Based in Malta (relocation support available), you will act as the primary bridge between Customer Support, Product, Compliance and the UK business.
Responsibilities
* Lead First‑Line Support Delivery
o Oversee UK‑focused Customer Support teams providing chat, email, and phone support.
o Ensure the team delivers fast, accurate, and empathetic service aligned with UKGC regulatory requirements.
o Guarantee operational readiness for key sporting peaks and major tournament cycles.
* Drive Operational Excellence
o Monitor key KPIs such as FCR, SLA achievement, TPH, resolution time and CSAT for UK operations.
o Reduce unnecessary escalations through improved knowledge, tooling and workflows.
o Ensure all customer journeys – especially withdrawals, RG checks and account investigations – are executed consistently and compliantly.
* Act as Commercial Cluster Partner
o Serve as the primary CS representative to the UK commercial cluster, providing a clear view of customer sentiment, journey friction and player behaviour.
o Attend commercial meetings, highlight operational risks or customer trends and drive cross‑functional action plans.
o Support promotional and sportsbook initiatives by ensuring CS is prepared, informed and aligned.
* Champion the Voice of the Customer
o Translate UK customer insights into clear, actionable feedback for Product, UX, Compliance, Payments and Sportsbook.
o Surface trends in disputes, RG interactions, payment friction and sports‑related queries to support continuous improvement.
o Partner with the VoC and Insights teams to ensure the UK perspective shapes group‑wide changes.
* Enable Team Leadership
o Lead UK Team Leaders across all shifts, fostering a culture of high performance, accountability and customer‑centricity.
o Develop capability within the teams to manage complex UKGC requirements without compromising service quality or speed.
o Maintain strong engagement and clear communication across 24/7 operations.
* Collaborate Across Functions
o Work closely with Tier 2, QA, Training, WFM and the Systems/AI teams to ensure UK workflows are efficient and compliant.
o Ensure escalations are handled effectively and feedback loops into central teams drive improvements to tools, SOPs and knowledge bases.
o Actively support Group compliance initiatives and audit preparation.
* Leverage Data & Insights
o Partner with Insights and Analytics to understand performance trends, peak demand patterns, sports seasonality and emerging customer behaviours.
o Use data to shape decisions, prioritise improvements and support the UK commercial cluster's strategy.
o Provide regular reporting and updates to senior leadership on operational health and customer sentiment.
Qualifications
* Minimum 3 years' experience in iGaming, 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, 2 days remote.
* Workation – take your job on an adventure with up to 4 weeks of paid remote work per year (T&Cs apply).
* 28 days of paid leave plus all public and bank holidays in England.
* Match pension contributions up to 6%.
* Comprehensive healthcare – BUPA coverage, including pre‑existing conditions, plus a cashback plan for dental, optical and other treatments.
* £250 annual wellbeing allowance (T&Cs apply).
* Talented colleagues, free onsite parking, complimentary snacks and drinks, Monday breakfasts and Friday lunches.
* Regular opportunities to attend sporting events and a quarterly team budget for additional fun.
* Up to 6 months of full pay for maternity leave.
* Cycle‑to‑work scheme and gym discounts.
* And more perks related to the role will be discussed during the Talent Acquisition interview.
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