Customer Service Manager About us At Sportsbet, we're united behind our purpose to "Bring Excitement to Life" for our 2 million customers (and growing!).
We do this by over-delivering through our commitment to fun, challenging the status quo and living our values.
As part of the Flutter Group, we're a global player, but in Melbourne, Sydney and Darwin we're a tight knit group of 1,300 teammates.
We are a significant contributor to the Australian economy and Australian racing and sporting codes and we are committed to having a positive impact in society by supporting our customers, our communities and our employees.
Our commitment to responsible gambling is demonstrated through our wide range of responsible gambling initiatives and tools.
In 2023, we were a recipient of LinkedIn's Top 25 Companies for our focus on career development and acknowledged as one of the Top 10 Workplaces for Women through Work180.
Our commitment to making Sportsbet the best place to work is never-ending.
We're an inclusive employer who welcomes you for who you are, as you are – so, if you require adjustments to the recruitment process, please let us know in your application.
We also know flex means different things to different people, so let us know how we can support you to be your best.
About the role The role focuses on managing the running of the day-to-day provision of customer service within the contact centre, leading teams of Customer Service Agents to deliver an exceptional experience to our clients.
The role involves a significant degree of pre-planning of policies and procedures in order to ensure the centre remains in line with the company's corporate strategy and consistently enhances our customer experience.
The role will also involve planning to ensure that the centre is sufficiently staffed and the staff are fully trained to deal with events in order to provide top-level customer service.
Reporting to the Contact Centre Manager, the role will involve a significant amount of reviewing of policies and performance, to ensure that excellent customer service is being delivered to our clients, and to ensure that staff are performing in their role.
Reviews will be carried out through a series of reporting processes, as well as management meetings.
The role will also include a large training and development component, in which new staff will be interviewed, hired, and trained, as well as providing ongoing training for current staff and responsibility for each team member's development in their current role and any future career opportunities they may be interested in.
Responsibilities include: Customer escalations People management Reporting Supporting change activities Staff training and development Interviewing, hiring and inducting new employees About You People management experience Demonstrated experience working in a customer service contact centre environment Understanding of key systems used in customer service Highly collaborative, low ego, open to learn The Perks We work hard and play hard, so along with a competitive salary and generous performance-based bonus, we will also provide you with:
25 days annual leave (a whole extra week of holidays!
) Development budget to send you to conferences, events, courses and other learning opportunities. Tailored career development programs with a yearly tools down day to focus on goals End of trip facilities with an onsite table tennis table Access to our employee assistance program and a Circle In membership We're proud of our industry leading Parental Leave support program with 26 weeks paid leave for Primary Carers with no waiting time and two weeks of paid leave for Secondary Carers followed by six weeks unpaid leave.
We also have a progressive return to work benefits for your first six months back: come back for three days, get paid for four; come back for four days, get paid for five. Get the "Green Tick Feeling" - the feeling you get when you Thrive working at Sportsbet! What's the Green Tick Feeling? Well, it's different for everyone, yet unites us all.
It's the feeling you get when you succeed, no matter what success looks like to you.
It could be developing your career, it could be working on an industry-leading project, or it could be making it to school pick up in time.
It's all the little and big things that make you feel like you're Thriving working at Sportsbet.
We encourage you to apply as soon as possible as we review candidates within one-two weeks of advertising.
Be sure to check out our Life@Sportsbet Instagram page, Sportsbet LinkedIn page as well as our careers website for more information and insight into our culture.
Ready for your Green Tick Feeling?
Apply now
#J-18808-Ljbffr
