Customer Service Team Manager - NL/BE
Location: Sliema, Malta
Contract Type: Permanent
Job Reference ID: JR103775
ApplyAt FDJ UNITED we offer our 33 million players worldwide a broad range of entertaining and responsible gaming experiences with iconic brands like Loto, EuroMillions, Unibet, 32Red and Maria Casino. Our legacy business offline and online lottery games remains the Group’s primary revenue source. We also operate a strong portfolio of online products, including sports and horse-race betting, poker and casino games in regulated markets. In a fast-changing, opportunity-rich environment, our strategy is focused on sustainable, profitable growth with player protection at its core.
Turning skills into thrills
- Customer centric mindset
- Business Acumen
- Stakeholder Management
- Strategic Thinking and Commercial Awareness
- Adaptability & Market Sensitivity
- Revenue Growth & Profitability
Turning skills into thrills
Culture points
We take pride in what we do and strive for excellence. We embrace challenges, take initiative, and push boundaries to achieve the best results. With a strong performance-driven mindset, we focus on creating value and continuously aim higher.
We take ownership of our goals and understand our role in delivering results. We seek feedback, take responsibility from start to finish, and hold ourselves to high standards. With a mindset of continuous improvement, we challenge ourselves to grow and do better every day.
We are one team, united by a shared purpose. We work together, support each other, and put the Group’s success first. We embrace diversity, stay open-minded, and face challenges with courage and care. By trusting and lifting one another, we create an environment where we can all thrive.
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.
Testimonials
-
Luke Camilleri
I love to be part of a team that truly lives its values; supportive, forward-thinking, and united by purpose. It’s more than just a workplace, we're a community that challenges you to grow, values your individuality, and empowers you to make a real impact. Its culture celebrates diversity, drives innovation, and makes everyday inspiring!
Natalie Spires
Senior Commercial & Strategy Project Manager
United Kingdom -
Marc Van Haezendonck
Being a people manager and using my coaching skills to consistently improve the customer service skills of my team, makes our customers satisfied and myself a happy employee.
Marc Van Haezendonck
Customer Service Team Manager
Malta -
Every day, I stay close to our restaurant clients to understand their challenges and turn their needs into solutions that genuinely help their business grow. It’s this human connection that motivates me the most.
Lorenzo Reali
Account Manager
FranceLorenzo Reali
A European gaming champion
FDJ UNITED is a European leader in betting and gaming, trusted for its iconic brands and technological strength across around 15 regulated markets. We’re rapidly digitising our lottery business and expanding our sports-betting footprint, creating exciting opportunities to build the next generation of player experiences. Here you’ll work on high-impact projects: modernising platforms, scaling data-driven personalisation, and developing tools that both delight customers and protect them. Our goal is to strengthen customer relationships through smarter identification and insights. That means meaningful, purpose-driven work, from customer service to marketing, product design, compliance and more. All within an international, innovation-focused environment. We are shaping the future of gaming, join us!
Benefits
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