Oz Lotteries exists to give everyday Aussies more chances to dream and win. We're one of Australia's longest-running online lottery retailers, operating since 2005, and we're proudly Aussie-owned and operated.
As part of Jumbo Interactive (ASX: JIN), we've built a strong, loyal player base on a platform they trust, offering both popular commercial lotteries like Powerball and Oz Lotto and charity lotteries, a combination that's always set us apart.
We're still growing, evolving, and finding better ways to do things. You'll do your best work here if you're comfortable with ambiguity, think laterally, take real ownership of your work, and adapt well to change.
What You’ll Be Doing
You will lead the day-to-day delivery of customer support and customer accounts across multiple brands. You’ll be responsible for ensuring customers receive a responsive, consistent and high-quality service, while supporting the team to meet operational and performance expectations.
You’ll own the operational rhythm of the function, including service levels, escalations, resourcing, rosters, quality and team performance. You’ll use customer feedback, team insights and data to identify where service can be improved, then work with the broader Customer Operations team to put practical improvements into place.
Working closely with the Customer Quality & Training Lead and Customer Process & Improvement Lead, you’ll help embed new ways of working, stronger service standards and improvements to the tools and processes the team relies on every day.
What Your Day-to-Day Will Look Like
Lead, coach and develop the Customer Support Supervisor, Customer Support Officers and Customer Accounts Officers, creating clear expectations and supporting individual growth.
Oversee daily customer support and customer accounts operations, ensuring the team is appropriately resourced and delivering against service levels, rosters and priorities.
Monitor performance across customer satisfaction, abandonment, speed to answer, first-contact resolution, occupancy, task SLAs, quality and training completion, then take action where standards are not being met.
Manage customer escalations and support the team to resolve issues with sound judgement, care and consistency.
Hold regular performance and development conversations, recognising strong contributions and addressing performance concerns in a clear, constructive way.
Partner with the Customer Quality & Training Lead to turn quality findings, customer feedback and training needs into meaningful coaching and capability uplift.
Use service data, frontline feedback and customer insights to identify opportunities to improve processes, reduce effort and deliver better outcomes.
Work with the Customer Process & Improvement Lead on initiatives that improve response times, increase no-touch and one-touch resolution, and make the customer journey simpler.
Support the rollout and adoption of new processes and technology, including the implementation of Zendesk callback capability.
Maintain practical operating procedures and service standards that give the team clarity and help deliver a consistent customer experience across all channels.
Work closely with Marketing, Lotteries, Compliance, Group and Finance teams to share customer insights and ensure customer operations remains connected to broader business priorities.
What You’ll Be Able to Bring to the Role
Proven experience leading a customer support, contact centre or customer operations team.
Strong people-management experience, including coaching, performance management, setting clear expectations and having difficult conversations when required.
Experience managing service operations, including workforce planning, rosters, service-level performance, escalations and operational reporting.
A genuine customer-first mindset, with the ability to balance customer needs with sound operational decision-making.
Confidence using service data and KPIs to identify trends, understand performance and make practical improvements.
Strong communication and stakeholder-management skills, with the ability to build effective relationships across teams and levels of the business.
Experience using customer-service technology, automation or AI-enabled tools to improve service delivery. Zendesk experience is highly regarded, although comparable platforms are transferable.
The ability to bring calm, sound judgement to a fast-paced environment and adapt to changing priorities.
A proactive, solutions-focused approach, with the confidence to bring recommendations forward and see improvements through to implementation.
Experience across customer accounts, payments, billing or finance operations will be highly regarded.
Bachelor’s degree in business administration, communications or a related field is desirable.
Key Relationships
Customer Quality & Training Lead
Customer Process & Improvement Lead
Operational Risk & Compliance Manager
Compliance & Assurance Lead
Growth & Marketing Team
Group and Finance
Salary Banding - $110,000 to $120,000 + Super.
Why Join the Oz Lotteries Team?
At Jumbo, we value balance and flexibility. Based in Brisbane and working out of our Head Office, our hybrid working model combines in-office collaboration, three days per week, with WFH work, two days per week. We also offer flexible working hours, with core collaboration times from 10 AM to 2 PM.
Life at Jumbo
Working at Jumbo comes with some genuine perks. Here's what you can expect:
A short-term incentive program that rewards your contributions, dependent on the company's performance.
Access to our Wellbeing Program, providing counselling and coaching.
Award-winning talent management programs for career growth and skill-building.
On-site chefs in Brisbane offering fresh, gourmet lunches daily and breakfast twice a week.
A social culture, with activities like lunchtime chess, Jumbo band, pinball, table tennis, corporate games, an indoor rock climbing group, Friday socials, and events celebrating diversity and inclusion.
Novated Leasing, Origin 360 EV Program.
Generous parental leave, 14 weeks of paid leave for primary carers and 4 weeks for partners.
Candidates who are offered a position will be required to complete pre-employment checks through our partner, Checkmate.
We are a 2026 Circle Back Initiative Gold Employer, we commit to responding to every applicant.
