The Organisation

Lotterywest is uniquely the only State 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.

About the Team

Are you passionate about delivering exceptional customer service? We’re building a Customer Service talent pipeline and would love to hear from personable and engaging individuals interested in opportunities with our team.

We currently have one position available to fill immediately;

• 1 x Full-Time Retailer Customer Service Officer opportunity until September 2027 with the possibility of extension and/or permanency

This talent pipeline will be used to fill Customer Contact Officer, Concierge Officer and Retailer Customer Service Officer for current and future roles as they become available over the next 18 months. Positions may be offered on a full-time, part-time, or shift basis, depending on business needs.

We’re looking for

Genuine people who love to make a difference every day. If you are from a retail, hospitality, or a similar customer service background we want to hear from people with diverse customer service experience that have the right mindset and capability.

This is not your typical concierge or contact centre style environment, we operate in a unique industry and run at Lotterywest pace. We ensure our customers are heard, and they have a positive interaction that effectively resolves their query. For us, it is important to create a meaningful experience and build rapport with our customers.

Concierge Officers

• Provide positive and professional customer experience face-to-face at our front counter
• Manage all incoming visitors, contractors and customers
• Process lottery claims for winning customers in a confidential manner
• Liaise with colleagues to ensure smooth running of meeting room bookings
• Support internal induction sessions for new starters

Retailer Customer Service/Customer Contact Officers

• Provide positive and professional customer experience across phone and email, and social channels.
• Manage enquires on membership, prizes, tickets, game play and general queries related to Lotterywest
• Process prize payouts and lead investigations
• Understand customer needs and ensure that player safety is a top priority
• Use multiple knowledge databases, and maintain accurate records in our internal systems

Concierge and Contact officer roles are Monday to Friday 7.5hours per day however in a Retailer Customer Service position we have shift and non-shift roles where you might be required to work in a shift schedule to cover business operations from Monday – Sunday (on a shift between 6AM to 9PM).

Whilst the roles are different in nature, they all require similar skillsets. These roles are transferrable, meaning whilst you may be employed in one role, there may be instances where you will be called upon to support your colleagues and cover their role for a brief period of time.

Why You’ll Love It

• Bring your whole self to work and use your skills to help our customers
• Work in a supportive and collaborative team with genuine leaders
• A great place to work with various events, social activities, volunteering opportunities, and a positive environment, all from our beautifully designed office in Subiaco.
• Make a positive impact on the WA community each and every day

What we Offer

Being part of Australia's only State 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:

• Purpose-led work in a flexible working environment
• Four weeks annual leave, with the ability to purchase additional leave.
• Additional public service holidays
• A focus on professional development
• An active wellbeing program and social calendar
• Quarterly volunteering leave entitlement
• 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.

Engagement Centre

As part of this selection process, we are running an in-person Engagement Centre to build our talent pipeline. This is an opportunity for shortlisted candidates to come spend some time with us as at Lotterywest. You will meet the team, see your potential future workplace, hear about life at Lotterywest, participate in a short group activity and an individual interview.

This process is designed so that we both get the opportunity to get to know each other and see if we are aligned in a relaxed and engaging way.

• Date: Friday 31 July 2026
• Location: Head Office, Subiaco
• Length: 1.5 hours approximately

Sounds like you?

We’d love to see your application, please click on the apply button and follow the prompts. You’ll need to submit a PDF version of:

• A current resume/CV and,
• A cover letter no more than one (1) page outlining your interest in the role and addressing the following criteria.

1. Demonstrated customer service experience is essential, dealing with a diverse range of people and enquiries.
2. Demonstrated incident, issues or complaints handling experience.

When applying you will be considered for all three roles and we will get in touch if you are shortlisted for this opportunity. You may be contacted for a brief phone screen. If you would like to learn more, please reach out to Shane Turner, Talent Partner via recruitment@lotterywest.wa.gov.au

Applying for a State Government role can look a bit different, so we do encourage you to read the attached Job Application pack to ensure your application sets you up to succeed.

If you have any support or access needs that may require adjustments to allow you to fully participate in this selection process, please contact recruitment@lotterywest.wa.gov.au .

Other Important Information

Suitable applicants may be considered for future similar employment opportunities during the next eighteen (18) months at Lotterywest.

The recommended applicant will be required to complete a pre-employment screening process prior to appointment. This includes provision of a current National Police Certificate that is less than six months old, declaration of any previous discipline or misconduct findings or allegations, and the verification of claims made throughout the recruitment process.

To work with us, you must be an Australian or New Zealand citizen, permanent resident or have a valid visa with relevant work rights for the term of the appointment. 

Lotterywest may conduct further search activities at any stage of the recruitment process, if required, to supplement the field of applicants.

Substantive Statement

We celebrate diversity in all forms and strive to create a work environment where everyone feels respected, welcomed, supported and empowered to thrive. We are committed to fostering an inclusive workplace and community culture that encourages employees to be themselves.

We believe that a diverse workforce brings unique strengths, perspectives and experiences that are essential to helping us achieve our vision.

We seek and celebrate diversity and encourage applications from all backgrounds and lived experiences including Aboriginal and Torres Strait Islander peoples, LGBTQIA+ communities, people with disability, and individuals from culturally and linguistically diverse backgrounds.

Stay safe online

We will only contact you from our @lotterywest.wa.gov.au email domain. We encourage you to be aware of cyber safety, and if you receive an email related to your application, not from the official domain, please send the details to HumanResourceServices@lotterywest.wa.gov.au

Late Applications

Unfortunately, we can’t accept late applications so please allow yourself enough time to complete your application before the due date and time.