First listed on: 05 December 2018

Customer Services Engagement Officer

Job description:

  • 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:
    • Scheduled online communications to engage players and grow sales
    • Web content suitable for internal and external audiences
    • 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.

For further job related information:

Enquiries about the role can be directed to Chad Simeons, Senior Customer Services and Sales Officer on 08 9488 6303.

Application instructions:

Please view the Job Opportunities section on our web page and follow the link to Jobs WA. 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.

Closing date: 9.30am on Friday 14 December 2018.

Recent Jobs