The Pools Appoints Joseph Carter-Bell as Director of Customer Success

The Pools has appointed Joseph Carter-Bell as its new Director of Customer Success and Operations as part of its continued restructuring and growth strategy. Carter-Bell will oversee customer service, player success, and operational compliance, with a focus on creating a more streamlined and cohesive player journey across the company’s platforms.

With more than 15 years of experience in customer service and safer gambling, Carter-Bell joins The Pools from MrQ, where he served as Head of Customer Experience for three years. Before that, he spent two years at LeoVegas Group, progressing from Customer Service Manager to Head of Safer Gambling and Anti-Money Laundering.

His appointment follows a series of senior hires at The Pools, including former Betfred executive Gemma Strath-Billington as Head of Group Marketing, alongside Phillip Donegan as Chief Technology Officer, Chris Williams as Head of Product, and Matt Knowles as Head of CRM. These additions align with The Pools’ wider strategy to strengthen leadership across key operational and customer-facing areas following its major brand refresh earlier this year.

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.”