Lotterywest | Manager Customer Services
Vor 6 Tagen
Australian Citizens or Permanent Residents only
Substantive Equality Statement
Lotterywest and Healthway strive to create a hopeful, healthy, connected and sustainable community life for all Western Australians, where diversity is encouraged, and everyone is respected, welcomed, supported, and treated equally.
We value the strength of a diverse workforce and view inclusivity as essential to our success.
We are committed to fostering a respectful and inclusive workplace and community that encourages employees to be themselves.
We seek and celebrate diversity and encourage applications from all backgrounds and cultures including Aboriginal and Torres Strait Islander people, LGBTQIA+ and people with disability.
The Organisation
Lotterywest is uniquely the only Government owned and operated lottery in Australia.
We have supported the community for over 90 years with the purpose to operate a responsible and sustainable lottery that leaves an enduring positive impact for WA.
Lotterywest is also the employing agency for Healthway, the only State Government department dedicated to health promotion.
For over 30 years, Healthway has funded projects and research to inspire Western Australians to live healthier lives.
What we Offer
Being part of Australia's only government-owned Lottery comes with a lot of responsibility and we wouldn't have it any other way.
We own the outcome of our actions and by directly contributing to player safety and a more hopeful community life for Western Australians, working at Lotterywest is naturally rewarding for all involved.
Our workplace strives to provide an environment for you to feel valued and supported, so that you can help create the kind of positive impact we want to see.
Our employee benefits include:
A flexible work environment, with the option to work full time in the office or up to two days remotely.
Four weeks annual leave, with the ability to purchase up to 10 weeks additional leave.
Additional public service holidays A workplace that is committed to ensuring you pursue professional development opportunities An active employee wellbeing program, with a variety of social and wellness events.
Quarterly volunteering leave entitlement Access to become a Fitness Passport member A central Head Office location in the heart of Subiaco, with excellent access to public transport, a range of public parking options and end-of-trip facilities for staff choosing to cycle, run or walk to work.
Job Profile
Are you ready to make a real difference for our customers?
We're seeking a passionate and experienced leader to join our Customer Services team
Reporting to the Senior Manager Customer Services, you will lead a team and oversee operations, with a focus on delivering an exceptional customer experience.
Key responsibilities will include:
People leadership and management Customer Services Operations Incident, Issues and Complaints management Customer Relationship management This role will be ideal for a leader who supports team development and performance by cultivating a positive, inclusive and productive work environment.
If you're committed to making a meaningful impact and thrive in a dynamic environment, this role is your opportunity to shine.
Join Lotterywest
If you are driven to succeed and drive change within our organisation and in the WA community, we'd love to hear from you.
Applicants are required to apply online and need to submit the following documents in Word or PDF format only:
A current resume/CV A cover letter of no more than three (3) pages addressing your capability to demonstrate all of the essential selection criteria.
Demonstrated experience in leading, managing, coaching and motivating a team effectively, fostering a culture of high performance Demonstrated experience managing effective call centre and helpdesk customer services and operational support for a diverse customer base across multiple channels Demonstrated experience in issue, incident and complaints management with the ability to deliver effective resolutions to meet business and customer expectations Demonstrated experience developing and implementing innovative and effective customer relationship management strategies for a diverse customer base Demonstrated ability to work collaboratively across teams in developing, integrating and managing complex business processes to achieve business outcomes Excellent communication and interpersonal skills with the ability to develop and manage relationships with internal and external customers, business partners and stakeholders Closing date: 9.30am Monday 6 January 2025
Unfortunately, we can't accept late applications so please allow yourself enough time to complete your application before the due date and time.
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