Quick overview
AI summaryProactive customer service role at FDJ United, a European betting and gaming operator, covering the Dutch market. Focus is on retention of high value players, onboarding, de-risking and Responsible Gaming, with knowledge of GDPR and player safety processes expected. On-site in Sliema. Suits native or fluent Dutch speakers comfortable with outbound contact and stakeholder management.
Worth knowing: Dutch-language iGaming role weighted toward Responsible Gaming and player safety rather than sales.
About the role
FDJ UNITED is hiring a Dutch-speaking Customer Sustainability Partner for its CS Operations team, reporting to the Regional Customer Sustainability Manager. The role owns proactive customer contact for the Dutch market, with a focus on keeping high-value customers in a safe and sustainable way.
What you'd do
You would reach out to customers across all channels and build one-to-one relationships, guiding them through onboarding, affordability checks and Responsible Gaming processes. You handle escalations from the team, work with Legal and Player Sustainability on high-risk cases, and spot process problems to fix with stakeholders. You also drive market-specific retention activity within sustainability rules and flag any compliance issues promptly. Success is measured on re-contacts, retention rate, CSAT and Responsible Gaming SLA KPIs.
What you need
Native or fluent Dutch, excellent communication and high empathy, and a good grounding in Responsible Gaming, GDPR and player safety. You should be comfortable with outbound contact, strong at stakeholder management, analytical, structured and self-driven, with solid customer service process knowledge.
About the company
FDJ UNITED is a European betting and gaming operator with more than 5,000 employees across around fifteen regulated markets.