The Pools Appoints Joseph Carter-Bell as Customer Success Director

UK.- October 16, 2025 www.zonadeazar.com Iconic British betting brand The Pools has announced the appointment of Joseph Carter-Bell as its new Director of Customer Success and Operations. The move strengthens the company’s commitment to enhancing customer service, operational compliance, and overall player experience.

Carter-Bell Brings 15 Years of Industry Expertise

Carter-Bell joins The Pools with 15 years of experience in customer service and safer gambling. He spent three years at MrQ as Head of Customer Experience, overseeing player experience and success initiatives. Prior to that, he worked at LeoVegas Group for two years, initially as Customer Service Manager and later as Head of Safer Gambling and Anti-Money Laundering, giving him a deep understanding of regulatory compliance and player protection.

In his new role, Carter-Bell will oversee customer service, customer success, and operational compliance, ensuring a seamless and cohesive player journey across The Pools’ platforms.

Part of a Wider Restructuring and Growth Strategy

The appointment of Carter-Bell follows the recent hiring of former Betfred executive Gemma Strath-Billington as Head of Group Marketing and a major rebranding campaign earlier this year. The Pools has also strengthened its leadership team with key roles over the past 12 months, including:

  • Phillip Donegan – Chief Technology Officer

  • Chris Williams – Head of Product

  • Matt Knowles – Head of CRM

This wider restructuring drive underlines The Pools’ commitment to modernizing operations and enhancing player experience for both loyal customers and new users.

 Statements from Leadership

Joseph Carter-Bell, Director of Customer Success and Operations, said:

“I’m hugely excited to join this prestigious brand. The Pools is a key part of British betting, and I look forward to leveraging my experience to enhance the player journey for both existing customers and the next generation of players.”

James Arnold, CEO of The Pools, added:

“It’s been a transformative year for The Pools following our rebrand, and Joseph’s appointment strengthens our team as we continue to upgrade customer service, player success, and operational compliance offerings. His wealth of experience makes him the perfect fit for this pivotal role.”

With these strategic hires, The Pools is set to improve operational efficiency, player satisfaction, and maintain its legacy as one of Britain’s most iconic betting brands.

Edited by @pererarte   www.zonadeazar.com

Compartir: