Customer Support Manager

About Us
We’re an innovative technology company that has achieved remarkable growth over the past 25 years, starting from humble beginnings with a single computer to becoming a thriving global technology business.

Our B2C brand Oz Lotteries has operated as an online lottery retailer since 2005 and was one of the first online lottery retailers. It has since grown over 18 years to have a strong customer base. OZL sells commercial lottery products such as Powerball and Oz Lotto as well as charity lottery products such as Mater Prize homes and Deaf Lottery, where a proportion of each ticket sold goes back to the charity or Government. 

Who are we looking for?
We're looking for a passionate leader to join our growing team as a Customer Support Manager.  Are you someone who thrives in a fast-paced environment and is invested in building a best-in-class customer experience?  If you have a proven track record in customer service management and have the following qualities, we want to hear from you:

• A successful history guiding and managing a customer service team.
• The ability to motivate and inspire a diverse team to achieve exceptional results.
• Excellent communication and stakeholder management skills to connect effectively with customers, employees, and stakeholders at all levels.
• A passion for driving positive change and implementing new technologies to enhance customer service.
• Exceptional analytical skills to interpret data, identify trends, and make informed choices.
• An unwavering commitment to delivering a premium customer experience and exceeding expectations.
• The flexibility to thrive in a dynamic environment and adapt to changing priorities.

(Optional) Familiarity with AI and chatbot technologies and their potential to revolutionise customer service.

What will you be doing?
You will lead a small, dedicated call centre-style team responsible for providing exceptional Customer Support services across many brands. You will drive continuous improvement initiatives, introduce new and leverage existing technologies, and ensure a premium customer experience is maintained at all touchpoints.
As well as:

• Team Leadership:
• Lead, coach, and mentor a team of customer service officers to ensure high performance and customer satisfaction.
• Drive the development and implementation of comprehensive and engaging training programs to enhance the team's skills and knowledge.
• Operations Management:
• Monitor and report on key performance indicators (KPIs) and metrics to identify areas for improvement and put in place strategies to optimise efficiency.
• Develop and maintain procedures and workflows to ensure smooth functioning of the customer service function.
• Continuous Improvement:
• Drive a culture of continuous improvement by identifying opportunities to streamline processes, enhance service delivery and improve customer outcomes.
• Monitor existing and implement new feedback mechanisms to gather insights from customers and employees, and use data-driven insights to make informed decisions.
• Customer Experience:
• Develop and implement strategies to deliver a premium customer experience across all communication channels.
• Establish and maintain service standards and protocols to ensure consistency and excellence in customer interactions.
• Internal Stakeholders:
• Collaborate with internal stakeholders responsible for brand and content to ensure alignment of customer service initiatives with brand standards and messaging.
• Work closely with marketing and communications teams to ensure consistency in messaging and customer touchpoints.

Salary: $100,000 - $110,000+Super based on experience

Find Your Freedom At Jumbo - https://bit.ly/3mNpy7C
At Jumbo, we're all about ensuring our team thrives, as a valued member, look forward to:

• A short-term incentive program that rewards your contributions with an annual incentive payment, dependent on company performance,
• Brisbane-based hybrid working model (3 days in the Brisbane H/O, 2 days WFH),
• An Employee Assistance Program where you can access counselling and coaching sessions to improve your well-being,
• Flexible working hours for great work-life balance, (core hours are 10 am-2 pm with flexibility on how you make up the rest each day),
• Focus on talent management, including career and skills development
• An onsite chef (Brisbane) who makes a fresh, gourmet lunch every day
• Social activities - Lunchtime chess, corporate games, soccer, Friday get-togethers, The Joe Awards, quarterly team days, loads of events to celebrate DEI,
• 14 weeks of paid parental leave, 4 weeks of paid partner leave,
• Focus on internal promotion, lateral transfers, and secondments, both locally and internationally.

Diversity, Equity, Inclusion and Belonging is at the heart of everything we do. All team members have an equal voice and opportunity to thrive.  We foster a safe environment where our unique perspectives are celebrated, valued, and truly included and we can bring our authentic selves to work. 

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