The Pools has appointed Joseph Carter-Bell as its new Director of Customer Success and Operations.
Carter-Bell will be responsible for overseeing the iconic British betting brand’s customer service, customer success and operational compliance offerings – and ultimately creating a more cohesive player journey for The Pools customers.
He has 15 years’ experience across the customer service and safer gambling sectors, joining The Pools from MrQ, where he spent three years as Head of Customer Experience and was responsible for player experience and success.
Prior to that, Carter-Bell was at LeoVegas Group for two years, starting initially as Customer Service Manager, before progressing to Head of Safer Gambling and Anti-Money Laundering.
The news follows on from the recent appointment of former Betfred exec Gemma Strath-Billington as The Pools’ Head of Group Marketing, as well as a major rebranding campaign earlier this year.
The new hires have been part of a wider restructuring drive for the brand with a number of appointments announced across the last 12 months, including Phillip Donegan as Chief Technology Officer, Chris Williams as Head of Product and Matt Knowles as Head of CRM.
Joseph Carter-Bell, The Pools Director of Customer Success and Operations, said:
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.
James Arnold, The Pools CEO, 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.
