Sportsbook Escalation Specialist (EUR)
FDJ United is looking for a Sportsbook Escalation Specialist to join its dynamic Sportsbook team. This role is designed for an individual who is eager to learn and passionate about sports betting, with a focus on driving product enhancement and delivering success for the new in-house Sportsbook platform.
The successful candidate will work in a fast-paced environment, acting as a key link between the Sportsbook department and Customer Support. The role involves managing complex escalations, ensuring regulatory compliance, and collaborating with various internal stakeholders to maintain product excellence and operational efficiency.
- Report directly to the Sportsbook Escalation and Excellence Manager.
- Work towards agreed upon team and individual KPI's.
- Assist Customer Support agents, Sustainability Partners and Account Managers with day-to-day queries, as well as Control & Compliance to resolve escalations such as breach in local regulations.
- Investigate and escalate cases providing a clear and timely resolution.
- Resolve escalations such as declined settlements, bet resettlements, voided bets, promotional campaigns, switched odds, and in-play trading conflicts.
- Provide subject matter expert support to regulatory and ADR disputes.
- Assist with data reporting and analysis to identify trends, SLA breaches, and Customer Service knowledge gaps.
- Ensure proper handling of Premium compensation or good-will gestures.
- Escalate and sync reported issues across Service desk and other suppliers.
- Gather all facts providing a clear, complete description including impact and urgency.
- Follow up on progress to ensure respective parties get regular updates where necessary until fully resolved.
- Collaborate with Training Teams to ensure resources and training materials are kept up to date.
- Conduct Customer Support induction and follow up training, updating with new back or front-end features and processes.
- Work alongside Sportsbook Event Planning and the Trading Team to ensure product excellence.
- Work alongside Product Engineering, Market Growth, and Merchandising to support onsite widget optimisation.
- Collaborate with Project and Business Delivery Teams to ensure seamless delivery of the in-house Sportsbook platform across markets.
- Create and build innovative resources that will enable Customer Support to handle or escalate queries and complaints.
- Sync with Team Managers to monitor, assess and log Customer Support agent's growth and quality.
- May be required to assist in day-to-day Sportsbook Operations alongside your core responsibilities.
- Act as shift leader on duty as main link between Sportsbook and Customer Support.
- A customer experience (CX) champion, the customer should be at the forefront of everything you do (required).
- A keen interest in sports and/or sports betting (required).
- Industry experience is essential for this role (required).
- Excellent attention to detail and the ability to deliver solutions in exacting timelines and demanding environments (required).
- An understanding of reporting and procedures (required).
- Hard working, flexible and enthusiastic about meeting challenges with solutions (required).
- Excellent communication and interpersonal skills; organised and clear professional output in all communication (required).
- Fluent in English, both written and verbal, is essential (required).
- Other languages are considered as an advantage (nice-to-have).
- Can work to a good standard in key “Office” tools (Teams, Excel, Word, PowerPoint, OneDrive) (required).
- Ability to work independently and as part of a broader team (required).
- Self-driven motivated, and an innovative thinker (required).
- Flexibility and willingness to work on a variable shift schedule (especially during key events such as the World Cup) that will include mornings, evenings, weekends and public holidays (required).
- Learning and development opportunities
- Social events and activities
- Inclusion networks
- Employee Assistance Programme
- Private medical insurance
- Long service awards
- Pension
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.