Customer Services Engagement Officer
Lottery Operations
18/90
Level 4 $78,452 to $82,797 PSGOCSAGA
Other Conditions
Australian Citizens or Permanent Residents only
Substantive Equality Statement
Lotterywest promotes a workplace that seeks to include and welcome the unique contributions of all people. We encourage applications from a diverse field of people including Aboriginal and Torres Strait Islanders, people from culturally diverse backgrounds, and people with disabilities. At Lotterywest employees are supported in organising flexible work arrangements, where business operations allow.
Job Description
Key Focus Areas of Position
Reporting to the Senior Customer Services and Sales Officer this role delivers a range of high quality services and support to our players and key stakeholders. The Customer Services Engagement Officer is responsible for providing our customers with an outstanding experience and contributing to sales growth for our portfolio of products including Lotto and Scratch’n’Win games. The role has the following key areas of focus:
• Outstanding customer experience
• Service excellence
• Data analysis and reporting
• Social media management
• Effective customer issues management
• Continuous service improvement
Key Responsibilities
• Provides professional, effective and high quality customer services to players and key stakeholders through multiple communication channels and technology systems
• Responsible for the evaluation, improvement and development of processes to support innovative, contemporary and customer focused service and sales initiatives, for players and key stakeholders to meet customer expectations
• Identifies emerging issues affecting players and other stakeholders, analyses these, makes recommendations and manages the implementation of the agreed recommendations
• Responsible for the escalation and effective resolution of issues affecting players and other stakeholders or relating to Lottery Operations business processes and outcomes
• Develops positive and effective relationships with relevant internal and external stakeholders to support and improve quality service delivery
• Manages the content and distribution processes of a range of communications including:
o Scheduled online communications to engage players and grow sales
o Web content suitable for internal and external audiences
o Email responses to player enquiries
• Works collaboratively across teams including marketing to develop strategies to engage with Lotterywest players promoting the products including Lotto and Scratch’n’Win for sales across all channels
• Identifies, analyses and reports on trends relating to player engagement, behaviours and sales
• Works collaboratively across teams to achieve business outcomes
• Identifies, analyses and manages the implementation of innovative customer service and sale initiatives that respond to the constantly changing needs and requirements of our players and key stakeholders
• Other duties as required
There are two positions that deliver a range of quality customer services and support to our players and key stakeholders.
Mandatory/Special Role Requirements
• Police Clearance
• There may be an occasional requirement to work outside of normal business hours to deliver the key responsibilities of the role.
Selection Criteria
1. Demonstrated experience managing effective and high quality customer services, sales and operational support for a diverse customer base across multiple channels
2. Demonstrated experience managing a comprehensive and cross-functional issues management function, including reporting and analysis, escalation and effective resolution of issues to meet business and customer expectations
3. Demonstrated experience analysing information and trends in data to make informed decisions for implementing effective solutions to meet customer expectations and maximise business benefit
4. Demonstrated experience implementing innovative and effective customer relationship management strategies for a diverse customer base, including continuous improvement initiatives
5. Demonstrated ability to work collaboratively across teams in integrating and managing business processes, including relevant technology systems to achieve business outcomes
6. Demonstrated experience developing and managing relationships with internal and external customers and stakeholders
For Further Job Related Information
Enquires about the role can be directed to Chad Simeons, Senior Customer Services and Sales Officer on 08 9488 6303.
Application Instructions
Please download the job pack below and refer to the job pack for instructions on how to apply.
Suitable applicants may be considered for future similar employment opportunities during the next six (6) months at Lotterywest.
ATTACHMENTS: -
advert - job pack l4 customer services engagement officer 1890.pdf
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WORK TYPE: Fixed Term - Full Time
LOCATION: Subiaco
CLOSING DATE: 2018-12-14 9:30 AM (YYYY-MM-DD)