Safer Gambling Team Lead

**Hello and Kia Ora**

**Start your game**
At Entain Australia and New Zealand as a Safer Gambling Team Lead. Where you will be responsible for leading with passion, ensuring the team is motivated to meet targets, adhere to processes, and achieve KPIs. All the while seizing the opportunity to provide support and coaching to senior operators, empowering them to excel and attain collective goals.

**Where and how you can work**
This role is based in Brisbane, Australia, (HQ). At Entain AUS & NZ, we value a flexible work environment and support a hybrid working model, allowing employees to spend two days a week at the office, ensuring work-life balance and individual preferences.

**Your day-to-day.**
- Cultivate a positive and inclusive team culture, recognising and celebrating individual and collective achievements.
- Ensure Quality Assurance through meticulous QA processes and regular engagements with Seniors and Upper Management.
- Skilfully assign and delegate tasks to Senior ops within the team.
- Manage performance by monitoring KPIs/SLAs.
- Provide personalised coaching and mentoring through impactful 1-on-1 sessions, empowering leaders to excel.
- Strategically set team goals for collective success.
- Act as the point of escalation for resolving customer complaints, ensuring a swift and effective resolution.

**What you’ll bring**
- Proven track record of successful team leadership in a customer service-focused environment, with a demonstrated ability to meet and exceed performance metrics.
- Substantial experience in handling escalated customer issues and resolving them efficiently while maintaining customer satisfaction.
- Strong leadership and motivational skills to inspire and guide a team of safer gambling officers towards achieving performance goals.
- Strong interpersonal skills, fostering positive relationships with team members, other departments, and external stakeholders.
- Proficient in data analysis and reporting, using key performance indicators (KPIs) to monitor team performance and identify areas for improvement.
- Knowledge of relevant regulations and compliance standards in the gambling industry or the ability to quickly develop such knowledge.

**Entain Lifestyle**
- Embrace your need for a work-life balance through our 6 weeks of Annual Leave.
- Celebrate the joy of starting a family with 12 weeks of paid parental leave.
- Indulge in a range of wellness benefits through our wellness calendar, including, heavily subsidised gym memberships and other paid-for services.
- Enjoy the convenience of a free onsite barista and a fully stocked fridge and pantry, ensuring breakfast and lunch are taken care of.
- A wealth of learning and development opportunities, empowering you to broaden your expertise and achieve professional growth.
- Company-wide events designed to honour and celebrate the outstanding achievements of our exceptional team.
- We LOVE Entertainment, and Racing and Sports are at the heart of everything we do. So, it only makes sense that we provide access to staff giveaways to sporting and racing events.

**Who are we?**
At Entain Australia & New Zealand, we're on a mission to revolutionise the world of sports and gaming venue entertainment. We're the home of Australia and New Zealand's best gaming and tech talent, with a passion for pushing boundaries and creating unforgettable experiences.

We have a host of leading brands under the Entain umbrella - our customers can experience the best of sports betting and entertainment with Ladbrokes Australia and neds, where together they provide thrilling avenues for sports enthusiasts and racing aficionados alike. Through Entain Venues, our venue partners offer non-stop entertainment through our line-up of brands from the Australian Poker League and SportsPick to the challenges of InnQUIZitive and many more.

We're also proud to support racing and sport in New Zealand through our 25-year strategic partnership with TAB NZ. The TAB brand in New Zealand connects enthusiasts to the heart of the action, whether it's horse racing, greyhounds, or a variety of thrilling sports.
- As a global employer, Entain is committed to providing a safe, fun, and inclusive culture where our people feel like they truly belong. We are a multicultural business that values, celebrates and respects individual differences, so whatever your sexuality, gender, gender identity, ability, age, race, religion, or belief, you will have a voice here, and the space to do your best work. Our diverse internal networks provide support for you to express your views and make a positive difference._