Customer Service Manager

Your playing field

As Customer Service Manager, your primary responsibility is to work with your team to ensure that our customer service continues to be optimized, thereby making a positive contribution to achieving the organization’s goals. You serve as an ambassador for meaningful customer interactions, representing both our customers and our organization. In doing so, you directly contribute to a happy, healthy, and active Netherlands. As Customer Service Manager, you’ll excel by:

•  You will periodically translate the proposed strategy into action plans, implement the customer service policy, and communicate the vision to the department 
• Guiding the department in adopting an agile way of working and fostering increasingly self-organizing teams 
• Focusing on achieving objectives and key results and preparing the department for the plan-and-control cycle  
• Developing the department budget together with your team, managing it, monitoring the results achieved, and discussing them with other managers, senior management, and other stakeholders within the organization 
• Maintaining contact with internal and external stakeholders to optimize objectives and relationships 
• Coaching and motivating your team to bring out the best in themselves so that they can further develop themselves and the department 

 You’ll probably want to know this, too: At Nederlandse Loterij, the Service Department serves as the voice of our players and retailers. Connecting customers with the organization is a key priority. In addition to maintaining regular contact with our players and retailers , the department also carries out special tasks, such as welcoming prize winners and conducting intervention conversations regarding responsible gaming.   

Working together, winning together

The Dutch Lottery is the Netherlands’ leading and most trusted gaming organization, with seven strong brands. We are the market leader and an expert in our field, and we are committed to responsible, fair, and safe gaming. We donate nearly all of our profits to support a happy, healthy, and active Netherlands. In addition to being a socially responsible gaming organization, we are also an employer. Our organization is home to over 450 highly talented employees.

By working together and succeeding together, there’s always a reason to celebrate. In the Service team, we help each other succeed and don’t focus solely on our own success. Our differences make us strong together.

Your talent

The people who work here love to stay active, are constantly developing themselves, and are driven to succeed. That’s what makes everyone at Nederlandse Loterij a top talent. Your talent is the sum of:

• A completed associate's or bachelor's degree  
• At least 5 years of comparable work experience with a leading brand 
• You are a true people manager and have strong coaching skills 
• Experience with agile working is a major plus 
• Experience with sensitive data flows (such as KYC) is a plus 

In addition, for this position, you are analytical, entrepreneurial, a team player, and results-oriented. You are also enthusiastic, driven, and proactive.

Your score

As a Customer Service Manager, we offer you:

• A salary ranging from €5,600 to €8,300 gross per month, depending on your experience
• an attractive bonus plan.
• a full-time position (40 hours per week).
• For €3.00, you can enjoy a healthy and varied lunch in our company cafeteria.

Our office in Rijswijk is generally where you’ll be working, but you’ll mainly work wherever best suits your tasks.