Universal Consultant

Exciting Role with Growth and permanency options
- Excellent Induction, Training and Coaching
- Work with a brand that everyone knows

Flexhive by Hudson has an exclusive recruitment partnership with The Lott contact centre, the customer support team that support all the millions of weekly Lottery players (Powerball, Oz Lotto, Set for Life,Keno).

We are looking for people who are passionate about Customer service

The Lottery Corporation have multiple Full-time contract positions available for consultants with previous phone-based customer service experience.

As part of the Customer Support team, you will play a pivotal role in supporting players and retailers across multiple jurisdictions and all contact centre operations.

**Our Customer Support positions**:

- Full time contract positions available in South Brisbane
- Full time positions - You will work 5 days across a 5 day roster (Monday to Friday)
- This role will include hours of work will be between 7am and 7pm.
- Great rate of pay at $32.69 an hour + SUPER Paid weekly
- Learn new systems, processes, and get the compliance training you need to be a success
- Coaching & development is a priority at The Lott
- Opporunitys for Permanent / Fixed term positions based on performance and attendance.

**Why The Lottery Corporation?**
- Exciting National AXS listed company
- Thorough job training provided with supportive team leaders.
- State of the art offices located in South Brisbane.
- Equipment such as laptop and headset provided.
- Fantastic company culture.
- This is not a sales role This is a customer service position

**Duties and responsibilities**

This role is different every day, but the goal is to deliver high-quality service across Lotteries customers and their retail outlets queries.

You will manage all aspects of customer service activity, from creating an online lottery account to compliance. The Customer Support Universal Consultant will be responsible for the following, but not limited to:

- Manage customer relationship: identify customer's needs, clarify information, research issues and provide solutions
- Assist customers with their online account (login; purchase; funds deposit and withdraw)
- Answer queries on lottery game rules, prizes, and claims
- Ensure high-quality data entry and integrity from customer interactions to outlet and customer complaints
- Act on customer's identification and ID verification
- Meet specific timeframes, compliance, regulatory and company policies & procedures, and ensure the appropriate use of systems such as Mosaic and Claimtracker
- Support outlets in ordering stock, navigation of terminals, cancelling tickets.
- Achieve monthly activity key performance indicators, call metrics and quality results

**Your experience**

The role demands professionalism and strong interpersonal & communication skills towards all customers.
- Previous experience in a phone-based customer service environment and conflict resolution
- Experience in working in a regulated and controlled environment preferred but not essential (financial services, telco or utilities for example)
- High standard of written, verbal communication and active listening
- Proficient with different systems (Windows-based software)
- Adaptability to different personality types and ability to multi-task
- Ability to de-escalate situations involving dissatisfied customers, offering patient assistance and support
- Past exposure to base level IT support would be a great addition to your skills but this can definitely be taught
- Demonstrate The Lottery Corporation company values

flexhive by Hudson employs 100+ staff, pays over 1400 temps, places hundreds of people in permanent positions, and grows every week