British betting operator The Pools has appointed Joseph Carter-Bell as its new Director of Customer Success and Operations, strengthening its leadership team following a series of strategic hires and a major rebrand earlier this year.
In his new role, Carter-Bell will oversee customer service, customer success, and operational compliance, with a focus on creating a cohesive and rewarding player journey across The Pools’ platform.
Carter-Bell brings 15 years of sector experience, having most recently served as Head of Customer Experience at MrQ, where he was responsible for overall player experience and success. Previously, he spent two years at LeoVegas Group, progressing from Customer Service Manager to Head of Safer Gambling and Anti-Money Laundering. 
“I’m hugely excited to be joining this prestigious brand, with The Pools being such a strong part of the fabric of British betting,” said Joseph Carter-Bell, Director of Customer Success and Operations, The Pools. “Having worked across the sector for 15 years, I’m looking forward to bringing my experience to the role and enhancing the overall player journey for both loyal customers and the next generation of players.”
James Arnold, CEO of The Pools, added: “It’s been a big 12 months following our major rebrand, and we welcome Joseph to the team as we write the next chapter in our 102-year history. His wealth of experience makes him the perfect candidate as we look to upgrade our customer service, customer success, and operational compliance offerings.”
This appointment is part of a wider restructuring effort at The Pools, which includes Gemma Strath-Billington as Head of Group Marketing, Phillip Donegan as CTO, Chris Williams as Head of Product, and Matt Knowles as Head of CRM. These changes are designed to modernise the brand, enhance player experience, and continue building on The Pools’ long-standing heritage in the UK betting market.
