Customer Sustainability Partner Netherlands

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Customer Sustainability Partner Netherlands

Details

  • Work Location Type:
    Hybrid
  • Office:
  • Type of Employment:
    Full Time Permanent
  • Reference Number:
    CAM0058

About Kindred

Kindred Group is a digital entertainment pioneer bringing together nine successful online gambling brands, forming one of the largest online gambling groups in the world. Our purpose is to transform gambling by being a trusted source of entertainment that contributes positively to society. Our goal is that 0% revenue is derived from harmful gambling.

Our global team of more than 2000 people represents 60+ nationalities. When you join Kindred, you'll be part of a collaborative, diverse and inclusive team that has your best interest at heart. We are a trusting company that knows the value of a healthy work-life balance. We offer a wide range of benefits, along with a hybrid working model which allows flexibility between working from home and enjoying our superb office facilities.

 

The Role #LI-Hybrid

The key aim for the Sustainability Partner is to drive a sustainable revenue through compliance and regulatory requirements ensuring a safe, fun and seamless customer experience. The Sustainability Team continuously works on upgrading and introducing structured processes and a proactive service that will enhance/prolong the customer journey.

A Sustainability Partner plays an important role within the global company strategy and is the face of the company regarding any outbound communication that supports important stakeholders such as player sustainability, legal and compliance. The Sustainability Partner makes sure that every customer that joins Kindred is playing sustainably long term with the trust that we have built and the transparency that we have provided.

 

What will you do #LI-MG2

  • Take ownership and maintaining all sustainability related queues and back offices.
  • Manage outbound responsible gaming related contacts through various communication channels
  • Follow up on legal cases, GDPR requests from customers through various communication channels
  • Resolve or escalate queries from stakeholders such as Customer Support (CS), Legal, Player Sustainability and Compliance
  • Working with stakeholders to adhere to our strict SLA requirements
  • Improve the customer journey by analysing processes and communications relevant to sustainability.
  • Collaborate and assist with various stakeholders in order to maintain a long-term relationship with our customers
  • Personal and team projects to improve the quality of existing and new procedures
  • Working with talent development to provide training for CS agents for a better understanding of our processes and how to promote the available tools.
  • Responsible for onboarding our new customers with the aim of creating a sustainable gaming environment, built on trust and loyalty
  • Playing an integral part within the CS operations team and report to our Customer Sustainability Manager
  • Prioritising and de-risking High Net Worth (HNW) customers by ensuring they have knowledge of our Safer Gambling tools
  • Proactively contacting HNW customers to ensure their activity remains sustainable
  • Educating customers from early life on our document requirements based on the different markets regulations
  • Liaising with our legal and compliance department to efficiently handle complaints from customers and escalate them to the relevant departments
  • Maintaining reporting for use of external audits and regulator requests

 

Your Experience

  • Fluent in Dutch and English (both written and verbally)
  • Ability to have a well balanced view on the business as well customers needs
  • High level understanding and experience with Safer Gambling and GDPR
  • Highly confident and outbound extraordinaire
  • Excellent communication skills including empathic understanding
  • Proactive and solution-orientated
  • Detailed reporting with internal communication via all channels and back offices
  • Strong stakeholder management
  • Analytical mindset and able to put things in context in order to support long term business strategy
  • Eager to learn and share your knowledge with others
  • Motivated and identifying with Kindred's values
  • Self-driven
  • Structured and organized
  • Strong product and CS process knowledge
  • Confident in using Microsoft Office Packages

 

Our Way Of Working

Our world is hybrid.

A career is not a sprint. It’s a marathon. One of the perks of joining us is that we value you as a person first. Our hybrid world allows you to focus on your goals and responsibilities and lets you self-organise to improve your deliveries and get the work done in your own way.

Application Process

Click on the “Apply Now” button and complete the short web form. Please add your CV and covering letter in English to let us know your motivation for applying and your salary expectation. Our Talent Acquisition team will be in touch soon. Kindred is an equal opportunities employer committed to employing a diverse workforce and an inclusive culture. As such we oppose all forms of discrimination in the workplace. We create equal opportunities for all our applicants and will treat people equally regardless of and not limited to, gender, ages, disability, race, sexual orientation. We are committed not only to our legal obligations but also to the positive promotion that equal opportunities bring to our operations as set out in our sustainability framework. Kindred has an ESG rating of AAA by MCSI.

 
 

Details

  • Work Location Type:
    Hybrid
  • Office:
  • Type of Employment:
    Full Time Permanent
  • Reference Number:
    CAM0058

Location

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Location
Malta
The Centre Pjazza Tigné, Tigné Point, Tigne Point, Sliema, Malta, TPO 0001
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Benefits

Well-being allowance
Learning and development opportunities
Inclusion networks
Charity days
Long service awards
Private medical insurance
Life assurance and income protection
Employee Assistance Programme
Pension

Meet the recruiter

Marcelina Gabrys

marcelina.gabrys@kindredgroup.com

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