Overview
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 CS teams providing chat, email, and phone support, ensuring fast, accurate, and empathetic service aligned with UKGC regulatory requirements.
* Drive Operational Excellence – Monitor key KPIs such as FCR, SLA achievement, TPH, resolution time, and CSAT; reduce escalations through improved knowledge, tooling, and workflows; ensure consistent and compliant customer journeys.
* Act as Commercial Cluster Partner – Represent CS to the UK commercial cluster, highlight operational risks and customer trends, and drive cross‑functional action plans; support promotional and sportsbook initiatives.
* Champion Voice of the Customer – Translate UK customer insights into actionable feedback for Product, UX, Compliance, Payments, and Sportsbook; surface trends to support continuous improvement.
* Enable Team Leadership – Lead UK Team Leaders across all shifts, fostering high performance, accountability, and customer‑centricity; develop capability to manage complex UKGC requirements.
* Collaborate Across Functions – Work closely with Tier 2, QA, Training, WFM, and Systems/AI teams to ensure efficient and compliant workflows; support Group compliance initiatives and audit preparation.
* Leverage Data & Insights – Partner with Insights and Analytics to understand performance trends, peak demand patterns, and emerging customer behaviours; provide regular reporting to senior leadership.
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 – Up to 4 weeks 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.
* Wellbeing allowance – £250 annual allowance for health and wellbeing (T&Cs apply).
* Talented colleagues, complimentary snacks and drinks, breakfasts and lunches on a weekly basis.
* Regular opportunities to attend sporting events throughout the year, plus a quarterly team budget for fun.
* Up to 6 months of full pay for maternity leave.
* Cycle‑to‑work scheme and gym discounts.
* Work in style – newly renovated offices at Tailors Corner, 2‑minute walk from Leeds Train Station.
* More perks related to your role will be shared when you chat with our Talent Acquisition team.
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