Customer Service

Valuable customer contact for our players and retailers

That is the mission of our 80 Service colleagues. These colleagues are responsible for customer contact and carry out related activities for various customer groups. In addition, our employees proactively implement our Responsible Gaming policy, approach customers to solve or prevent problems, and we participate in a large number of projects.

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Why we do this

We are here to help every customer; from consumers who want to know how to collect a prize they’ve won to the retailer whose terminal is not working. In addition to providing service, we are the voice of the players and retailers towards our organisation. Moreover, we contribute to the mission and vision of Nederlandse Loterij. In this way, we strive to be and remain a value centre for our players, retailers and Nederlandse Loterij.


Who we do this with

The entire department offers the best service and puts the customer first. We have a total of 80 top talents, divided into the following teams: Retail Service & Customer Service. Working together is how we win together, so also as teams among ourselves. The working day at the office always starts with a smile, a “good morning” and a cup of tea or coffee. The atmosphere is very friendly and communication is open. It’s really noticeable that we are ‘people-people’ We have strong communication skills and like to be in contact with each other. Creativity, enthusiasm and an open mindset come into their own here.

“We listen to the customer and adapt to it.”

Denise Vellinga, Retail product owner
has been working at Nederlandse Loterij since 2018

How we do this

For us, service means being there for the customer, by phone, email and social media. Sometimes, listening to the customer is the most important thing, while another time, you may take action, by offering a solution, for example.

To ensure valuable customer contact, we listen carefully to our customers, review reports and identify bottlenecks or opportunities for improvement. We look at how we can stimulate valuable contact and prevent unnecessary traffic. Using this information we continuously adapt our approach, both as a department as well as with other teams at Nederlandse Loterij, and with our external partners and their employees. This is how we connect our customers with our organisation.

We also proactively come up with ideas about how to offer an even better service. One example of such an improvement is our Cash Less project. Our goal is to have as little cash in circulation in the stores as possible. Players hand in their ticket, present their bank card and the amount won is deposited directly into their bank account. Good for the player and good for the retailer because less money needs to be kept in the cash register. This promotes safety, among other things.

In our ‘Know your customer’ project, we aim to gain insight into the name, age and spending pattern at Nederlandse Loterij, enabling us to respond even better to the customer’s wishes. We can also prevent fraud as much as possible and ensure the rules are followed. As a Service Department, we mainly contribute thoughts about the medium that is used and what the processes will look like.


Team players
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All the unique talents of our colleagues come together in various teams. In this way, we work together on a happy, healthy and sporty Netherlands.
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A day in the life of Jesper the Application Administrator

A day in the life of Jesper the Application Administrator

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