Customer Service Team Manager - NL/BE

At FDJ UNITED, we don't just follow the game, we reinvent it.

FDJ UNITED is one of Europe’s leading betting and gaming operators, with a vast portfolio of iconic brands and a reputation for technological excellence. With more than 5,000 employees and a presence in around fifteen regulated markets, the Group offers a diversified, responsible range of games, both under exclusive rights and open to competition. We set new standards, proving that entertainment and safety can go hand in hand. Here, you’ll work alongside a team of passionate individuals dedicated to delivering the best and safest entertaining experiences for our customers every day.

We’re looking for bold people who are eager to succeed and ready to level-up the game. If you thrive on innovation, embrace challenges, and want to make a real impact at all levels, FDJ UNITED is your playing field.

Join us in shaping the future of gaming. Are you ready to LEVEL-UP THE GAME?

As an experienced iGaming Customer Support professional, you will use your team building skills to work alongside 10-20 colleagues who deal with a key market, to forge a close-knit harmonious team.

The Customer Service Team Manager helps agents to provide first- class customer support and advice within a contact centre environment. You will also assist the Head of Customer Operations in the smooth running of the department as well as manage ad-hoc projects when required.

As a listed and regulated company, FDJ United pays great attention to player safety and sustainability. Our purpose is to transform gambling by being a trusted source of entertainment that contributes positively to society. Our goal is that 0% of revenue is derived from harmful gambling.

What you will do

Assure consistently high-quality customer support to satisfy strict deadlines and KPI's

Assess the competencies of your team members to identify strengths and define ways to reach their full potential through real-time coaching

Conduct frequent one-to-one meetings with individual team members if/when required

Be accountable for customer satisfaction (CSAT) score for all markets related to your team

Act as a mentor for customer services agents and lead by example

Maintain high levels of product knowledge so that appropriate guidance is always provided

Support administrative tasks within the team

Facilitate smooth communication flow between the Head of Customer Operations and all other departments

Be the point of contact for customer support agents inside and outside your team

Anticipate and evaluate risks in your department and handle any obstacles to achieving set targets and goals

Support the talent acquisition partner by attending interviews and giving feedback on the best candidates

Reach quarterly and end of year goals set by the company

How will success be measured in this role

CSAT, live contacts, email response time and other key indicators set by the company

Leadership skills

Communication skills

Contribution to the team managers' group

Regular performance reviews with your line manager

Acting in line with FDJ United values

Successful completion of all relevant training and other compliance activities that support sustainable and responsible growth

Your experience

Sound experience in a Customer Support environment

Excellent communication skills – e-mail, chat and telephone

A natural team player who leads by example

Business management skills: understand strategy, business functions, manage conflicts

Ability to work well under pressure and with minimum supervision

Open to giving and receiving constructive feedback

We believe talent knows no boundaries. Our hiring process focuses solely on your skills, experience, and potential to contribute to our team. We welcome applicants from all backgrounds and evaluate each candidate based on merit, regardless of personal characteristics as the age, gender, origin, religion, sexual orientation, neurodiversity or disability.

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