Customer Service Agent - UK
As a Customer Service Agent, the successful candidate will play a key role in the mission of FDJ United to offer customers the best gambling experience. The role involves supporting customers across 11 brands in their native languages as part of a team of over 200 agents based in Malta and Gibraltar.
FDJ United provides a dedicated training program, including systems and product modules, alongside ongoing development to ensure agents can provide the best possible support. The role requires technical knowledge and excellent communication skills to assist players effectively across various platforms.
- Deliver English language customer support across LiveChat, email and telephone.
- Enable players with quality solutions in a timely, personal and professional manner that exceeds expectations.
- Guide players through the website and mobile app platform while assisting them in using services and products.
- Share knowledge, contribute to team projects and identify innovative practices that improve customer support activities.
- Work closely with other departments including Player Safety, Payments and CRM to ensure a positive and safe gambling experience.
- Speak on behalf of customers by providing useful feedback on their experiences.
- Support colleagues and contribute to a great team atmosphere.
- Ensure adherence to Governance, Risk and Compliance (GRC) obligations.
- Identify and raise any non-compliance incidents promptly to the line manager.
- Challenge processes, policies and projects that negatively impact compliance within the Group.
- Complete all mandatory compliance training.
- Reach out to Compliance Teams if compliance obligations or requirements are unclear.
- Responsible and reliable team player (required)
- Experience of problem-solving complex tasks (required)
- Ability to multi-task in a fast-paced environment (required)
- Fluency in English both spoken and written (required)
- Good understanding of IT concepts (required)
- £300 per year well-being allowance
- 24 days holiday (+ public holidays)
- 6 weeks fully remote working
- Private Health Insurance
- Maternity/Paternity Leave
- Anniversary awards
- Dedicated Career Development Plan
- Friendly atmosphere in a fantastic office
- Pension Plan
FDJ United is one of Europe's largest gaming and betting groups, formed after French lottery operator La Française des Jeux (FDJ) acquired Kindred Group - the company behind Unibet - in 2024 and rebranded the enlarged group in 2025. Headquartered in Boulogne-Billancourt, France, it operates lottery, online sports betting, casino and poker across multiple European markets and Australia. Its portfolio includes well-known online brands such as Unibet, 32Red and Maria Casino, alongside FDJ's French lottery and retail network. The group is listed on the Euronext Paris exchange.