Customer Care Lead

Golden Palace Group has over 60 years of passion, innovation, and fun behind it.

As a key player in the entertainment sector in Belgium and abroad, Golden Palace continues to grow: with more than 40 gaming halls in Belgium, 2 casinos in France (and 2 more on the way), 7 sports betting shops, a network of press shops, a theater and a restaurant in Charleroi, plus thriving online gaming and betting platforms, our bold diversification reflects our continuous drive for innovation.

Born from a 100% Belgian success story, Golden Palace is more than just a company – it’s a dynamic community where talent, boldness, creativity, and ambition are at the heart of everything we do.

Could your next adventure start here?

Customer service is something you take seriously. You care about leading your team so they can deliver the best customer experience and foster loyalty?

Are you looking for a diverse role in a fast-paced environment where your skills in team leadership, project management, and problem-solving will be fully valued?

Then this job is for you!

Your mission:

As Customer Care Lead, you will supervise a team dedicated to delivering excellent customer service. Your main mission will be to ensure customer satisfaction and loyalty, while playing a key role in continuous improvement and achieving Golden Palace’s service objectives.

Your responsibilities:

From day one, you will be the point of contact for the following topics:

• Team supervision and coaching
• Problem analysis and resolution
• Cross-functional collaboration and continuous improvement
• Setting service standards and communication
• KPI definition and reporting

Your team:

You’ll join a collaborative, agile, and engaged team. From your first day, you will be trained, supported, and fully integrated into the group.

Your profile:

More than a diploma, we’re looking for a mindset and personality!

• You hold a bachelor’s degree (or equivalent) in communication or a related field, ideally with experience in customer service, preferably in digital services.
• You are fluent in French, Dutch, and English.
• You are proficient in project management tools.
• You have a proven track record in team leadership.
• Ideally, you are familiar with the gaming industry.
• You are adaptable, collaborative, and communicate in a clear and respectful way.
• You are curious, proactive, and customer- and solution-oriented.

What we offer:

• A permanent full-time contract (39h/week) with 29 days of paid leave
• An attractive salary package, including many extra-legal benefits: meal vouchers, eco vouchers, group insurance, hospitalization insurance, company laptop, phone & internet allowances, company car, 13th month
• Up to 2 days of remote work per week after the initial onboarding period
• A complete training program with tailored support
• A stimulating, supportive, and dynamic work environment
• A rewarding experience in a fast-growing and ambitious group

Our values: P.A.R.C.

At Golden Palace, we don’t play around with values – they guide every action, idea, and interaction.

• Passion – for what we do, with heart and energy
• Audacity – to innovate, take risks and go beyond expectations
• Respect – for colleagues, customers, and partners
• Connection – with teams, challenges, and the field

Do you see yourself in these values? Then you’re in the right place.

Ready to give it a go?

• Virginie will contact you for a first phone screening, followed by a full HR interview.
• You’ll then meet Jok, Head of Online Gaming Operations
• A DISC questionnaire will be used to explore your communication and management style, along with an assessment to evaluate your core competencies
• If the chemistry is there… Welcome to Golden Palace ♣