Head of Complaints & Experience Recovery

📋 Description

• Personally investigate and resolve complex, high-risk player complaints empathetically.
• Design end-to-end complaints and experience recovery model from frontline to ADR/regulatory.
• Establish clear ownership and governance with a single owner for each complaint.
• Use data and root-cause analysis to drive product/process improvements.
• Lead AI, automation and workflow tech to reduce manual work and improve outcomes.
• Partner with Product, Engineering, Data, Compliance, Safer Gambling to turn insights into improvements.

🎯 Requirements

• Significant experience leading complex complaints or regulated operations with hands-on approach.
• Built or transformed a complaints function in a regulated environment.
• Confident using AI, automation and workflow technology to boost efficiency without compromising outcomes.
• Turn complaint insights into meaningful improvements across products, processes and operations.
• Influences senior stakeholders and drives change across multiple teams without direct management.
• Excellent written communication with clear, empathetic decisions in complex situations.

🎁 Benefits

• Join Gibraltar office; local employee experience and expanding benefits.
• Additional annual leave: +2 days after 3 years, +3 days after 5 years.
• Quarterly team socials to connect and have fun.
• Equal opportunities and inclusive interview process; request reasonable adjustments.