Head of Complaints & Experience Recovery – Gibraltar iGaming Job

Head of Complaints & Experience Recovery | Gibraltar 

Location: Gibraltar
Working Pattern: Full-Time, On-Site
Contract: Permanent
Department: Player Success

About the Role

Our client is a next-generation online sports betting and gaming operator, and they are hiring a Head of Complaints & Experience Recovery in Gibraltar. This is a newly shaped role within the Player Success function, and it is not a traditional complaints management position. It pairs senior, hands-on casework with the responsibility to design and build a modern experience-recovery capability from the ground up. The person in this role delivers the work today while quietly building a better model for tomorrow.

In the first phase, the Head of Complaints & Experience Recovery operates as a senior practitioner. That means investigating complaints, writing player responses, coordinating complex resolutions and making decisions that are fair, clear and defensible. That direct case experience becomes the foundation for something larger. Using real cases, this Complaints & Experience Recovery role identifies where player trust is being lost, and where products, journeys, controls and processes create avoidable friction, then turns those findings into measurable improvement across the business.

Based in Gibraltar and working on-site with the wider Player Support and Compliance team, this is a rare chance to operate a function, rebuild it, and ultimately lead the capability you have created. As the team grows, the Head of Complaints role steps back from routine casework and focuses on leadership, systemic improvement and preventing the next complaint before it happens. Quality matters as much as speed, and prevention matters as much as resolution.

Key Responsibilities

Initially own and resolve a meaningful share of formal complaints, including complex, sensitive and high-risk cases. Set the standard for investigation quality, written player communication and sound decision-making, so that every outcome is fair, clear and consistent, and so that trust is recovered when something has gone wrong.

Design the end-to-end operating model across frontline resolution, formal complaints, complex escalation, Alternative Dispute Resolution (ADR) and regulatory matters. Establish clear ownership so that every complaint has one accountable person from first contact through to final resolution, supported by effective policies, service levels, quality assurance and escalation routes.

Map the player journey and build a root-cause taxonomy that connects complaints to specific products, processes, controls and business owners. Turn that insight into prioritised improvements across Product, Engineering, Trading, Payments, CRM, Safer Gambling, Legal and Compliance, and hold owners accountable for delivery even where those teams do not report into this role.

Own the technology and automation roadmap for complaints and experience recovery. Use AI to support classification, prioritisation, case summarisation, evidence gathering, response drafting, quality assurance and emerging-theme detection, while keeping human judgement and accountability firmly in place. Automate repetitive administration, hand-offs, reminders and reporting, so the team has more time for judgement and meaningful player contact. AI should support better human decisions, not obscure accountability for them, and efficiency should never come at the expense of fairness, accessibility, player safety or regulatory compliance.

Work closely with Product, Engineering and Data to remove manual effort, reduce resolution times and build workflows that scale as the operator grows. This is a genuinely cross-functional Complaints & Experience Recovery role, and getting the right people moving in the same direction is a core part of it.

Build a Player Trust dashboard covering complaint performance, operational efficiency, player outcomes, systemic risk and the impact of improvements, giving senior leaders a clear and current view. Identify high-risk complaints and potential systemic issues early, before they become widespread.

Recruit, coach and develop the future team, progressively transferring routine casework while retaining oversight of material and high-risk matters. Over time, you will operate the function, rebuild it, and lead the function you have created.

What We’re Looking For

This role suits someone who is happy to do the work today while building a better model for tomorrow, comfortable investigating complaints and writing responses while also designing the processes, technology and team that make the operation better.

Essential

• Around 7+ years of relevant experience across complaints, customer outcomes or regulated customer operations
• Significant hands-on experience investigating and resolving complex, sensitive and high-risk complaints
• A track record of building, redesigning or materially transforming a complaints operating model
• Experience within gambling, including sportsbook or casino products, with working knowledge of LCCP (Licence Conditions and Codes of Practice) and ADR (Alternative Dispute Resolution) requirements
• Strong written communication, with the ability to make difficult decisions clear, fair and defensible
• Practical experience using AI, automation or workflow tooling to improve operational performance, and the judgement to separate credible AI opportunities from hype
• The ability to turn complaint data into product, process and control improvements
• Experience creating accountability and delivering change across teams outside your direct reporting line
• Sound commercial and regulatory judgement, with the ability to interpret data clearly
• The confidence to challenge senior stakeholders and help shape company priorities
• High ownership, humility and comfort operating in ambiguity

Advantageous

• Experience establishing a new function or capability within a scaling operator
• Familiarity with Safer Gambling frameworks and player protection controls
• Exposure to close collaboration with Product, Engineering or Data on operational tooling
• Experience building dashboards or reporting that connect operational performance to player outcomes

What’s on Offer

This Head of Complaints & Experience Recovery role is based in Gibraltar and offered on a full-time, on-site basis, joining at an early stage as our client establishes and grows its Gibraltar office. This is a real build opportunity, with the scope to define the function, the access to influence the wider business and the expectation to deliver visible results. Additional annual leave accrues with tenure, with two extra days after three years and a further three days after five years. The team marks progress with quarterly socials, and our client continues to invest in and expand its local employee experience and benefits as the office grows.

About Our Client

Our client is a next-generation online sports betting and gaming operator that has already welcomed a large and growing player base, and is building its Gibraltar team at pace. The business pairs strong product thinking with a modern brand and quick execution, and is investing in the people and systems that keep players confident when something goes wrong. Our client is committed to building diverse, inclusive teams and encourages applications from candidates of all backgrounds and experiences. If any reasonable adjustments would help during the interview process, let us know in advance and we will make sure you are set up to do your best.

Frequently Asked Questions

Where is the Head of Complaints & Experience Recovery role based?

The role is based in Gibraltar and is offered on a full-time, on-site basis with the Player Support and Compliance team.

Is this a strategy role or a hands-on role?

Both. In the first phase it is a hands-on role investigating and resolving complaints, and over time it grows into a leadership role focused on designing the operating model, embedding technology and building the team.

What experience is needed for this Complaints & Experience Recovery role?

Around seven or more years across complaints, customer outcomes or regulated customer operations, hands-on experience with complex and high-risk complaints, and gambling sector experience including working knowledge of LCCP and ADR requirements.

Does the role involve AI and automation?

Yes. A core part of the role is owning the technology and automation roadmap and using AI to support classification, case summarisation, response drafting and emerging-theme detection, while keeping human judgement and accountability in place.

What does success look like in this role?

Players receive fair, clear and consistent outcomes, resolution times and avoidable escalations reduce, root causes have accountable owners that result in measurable improvements, and senior leaders have a clear view of complaint performance, player outcomes and risk.

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