Customer Relationship Coordinator

Who are we?

The racing world is not just exciting, it brings communities together across the state. Racing and Wagering Western Australia (RWWA) is at the centre of this world and more than 24,000 people choose to join us in our quest to forge a sustainable future for racing in WA.

As well as controlling thoroughbred, harness and greyhound racing in Western Australia, RWWA operates the TAB which has more than 300 off-course retail outlets, a call centre and our online betting service, TABtouch.  We proudly strive to generate revenue through our wagering channels which enables a distribution of funds to our local racing sector and state-wide communities.

Our business is unique, which means we can offer careers which are interesting, challenging and diverse. Our values are important to us so, to be successful, you’ll have to share them. We are honest, real and positive and we pride ourselves on achieving great outcomes for our customers. We work hard but have fun while we’re doing it.  Whatever your passion, our success is a team sport.

About the Role 

In this exciting role you will be responsible for the building and maintaining of relationships with VIP customers to ensure brand loyalty through a positive and enjoyable wagering experience.

Please note that the that the successful candidate will be required to be available for occasional VIP event hosting duties on weeknights, Saturdays and/or Sundays (metropolitan or regional areas). Penalty rates will apply.

A day in the life of this opportunity could see you:

• Responsible for the management of customer entertainment and hospitality functions including the creation of a customer event strategy, host management, briefing notes and the distribution of generosities
• Ensure feedback and customer insights are recorded as file notes against customer records in line with procedural requirements
• Engage with customers through various channels, including in-person events, phone, email, and SMS to deliver personalized and exceptional customer experiences
• Be the direct point of contact for the VIP customer segment
• Proactively maintain regular contact to identify service issues and promptly investigate and resolve betting disputes or other VIP enquiries via phone, email, or SMS, ensuring availability and responsiveness throughout the week
• Be alert and responsive to customer problem gambling issues and ensure the business is compliant with the RWWA Responsible Wagering Code of Practice

About You 

• Solid experience within a large customer-focused sales organisation, with direct accountability for sales and customer service
• Extensive experience in developing strong successful relationships with customers/stakeholders
• Demonstrated experience in coordinating customer hospitality functions for varying audience groups within budgetary guidelines
• Confidently initiate conversations and build rapport with customers who you are meeting at an event for the first time
• Experience or background within the wagering industry or a knowledge of racing and sports related products would be an advantage
• Excellent customer service skills
• Well-developed computer literacy skills – Microsoft Office / Windows environment
• Experience with Desktop Publishing 
• Strong attention to detail, coupled with sound skills in report writing and organizational proficiency, ensures thoroughness and accuracy in delivering high-quality reports and effectively managing tasks
• You are an individual in pursuit of an exceptional career, committed to going the extra mile and doing whatever it takes to ensure tasks are accomplished with effectiveness and efficiency

What are you waiting for?

Apply now with your CV and cover letter telling us why you’re the perfect fit for this opportunity.

For more information visit our website at Careers - Racing & Wagering WA (rwwa.com.au)or contact us at ***************@rwwa.com.au

As part of the recruitment process, you will be required to complete Pre-Employment screening, which will include two reference checks, police clearance and Australian Working Rights check.

Please note this role is only open to applicants who hold Australian Working Rights and we do not offer Work Sponsorship Visas.

Additional benefits

• Personal learning and development budget
• 17.5% loading on Annual Leave
• Maternity and paternity leave entitlements available 
• Health and wellness initiatives to support you inside and out.

At Racing and Wagering WA, we recognise that we are strengthened by diversity of gender, thought, experience, and ethnicity. We are committed to providing a safe work environment and making reasonable adjustments in which everyone is included and treated fairly.

We are an Equal Opportunity Employer and encourage women, people of Aboriginal and Torres Strait Islander descent and people from diverse backgrounds to apply.     

We are a 2024 Circle Back Initiative Employer - we commit to respond to every applicant.