Head of Customer Support - UK&IE
LeoVegas View all jobs
- Malta Island
- Permanent
- Full-time
- 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.
- 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.
- Hybrid work policy
- 4 weeks of Workation (T&C apply)
- Well-being allowance to support your active lifestyle
- Private health insurance
- Discounts across a range of retailers, gyms, bars & restaurants
- We offer an employee assistance program that can provide help and guidance during challenging moments.