The Pools appoints ex-LeoVegas Group expert as director of customer success

• Joseph Carter-Bell joins The Pools as Director of Customer Success and Operations after three years as Head of Customer Experience at MrQ
• The appointment brings 15 years of customer service and safer gambling expertise to the 102-year-old British betting brand
• The hire forms part of ongoing leadership restructuring following The Pools‘ major rebranding campaign earlier this year

The Pools has appointed Joseph Carter-Bell as its new Director of Customer Success and Operations, bringing extensive customer service and regulatory compliance expertise to the iconic British betting operator. Carter-Bell will oversee customer service, customer success and operational compliance functions with a focus on creating a more cohesive player journey.

Extensive industry experience

Carter-Bell brings 15 years of experience across customer service and safer gambling sectors to his new role. Most recently, he spent three years as Head of Customer Experience at MrQ, where he was responsible for player experience and success. Prior to that, he held positions at LeoVegas Group, starting as Customer Service Manager before advancing to Head of Safer Gambling and Anti-Money Laundering.​

James Arnold, CEO of The Pools, said:

“It’s been a big 12 months for The Pools following our major rebrand earlier this year, and we welcome Joseph to the team as we look to build upon that success and write the next chapter in our 102-year history.

“Joseph’s wealth of experience means he knows the industry well and made him the perfect candidate for the position, as we look to upgrade our customer service, customer success and operational compliance offerings for our players, both new and old.”

Joseph Carter-Bell, Director of Customer Success and Operations at The Pools, commented:

“I’m hugely excited to be joining this prestigious brand, with The Pools being such a strong part of the fabric of British betting. Having worked across the sector for 15 years, I’m looking forward to bringing my experience to the role and contributing to enhancing the overall player journey, both for The Pools’ loyal customer base as well as the next generation of players.”

Strategic leadership expansion

The appointment follows a series of appointments at The Pools over the past 12 months as part of a broader restructuring initiative. Recent additions to the leadership team include former Betfred executive Gemma Strath-Billington as Head of Group Marketing, Phillip Donegan as Chief Technology Officer, Chris Williams as Head of Product, and Matt Knowles as Head of CRM.

These appointments come after The Pools underwent a major rebranding campaign earlier this year, modernising its 102-year heritage brand. The rebrand included an updated digital membership offering and marketing campaigns celebrating the brand’s nostalgic place in British football culture.​