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.