Service Optimisation Lead

Do you enjoy uplifting processes from good to great and building a high performing culture? This role will see you working closely with leadership and optimise the service proposition and system performance internally that ultimately delivers exceptional experiences to Premium customers

**About Us**

At Sportsbet, we’re united behind our purpose to “Bring Excitement to Life” for our 2 million customers (and growing). We do this by over-delivering through our commitment to fun, challenging the status quo and living our values. As part of the Flutter Group, we’re a global player, but in Melbourne, Sydney and Darwin we’re a tight knit group of 1,300 teammates (of which over half are in our Tech and Data Science teams).

We are a significant contributor to the Australian economy through racing and sporting codes and we are committed to having a positive impact in society by supporting our customers, our communities and our employees. Our commitment to responsible gambling is genuine and demonstrated through the wide range of responsible gambling initiatives and tools.

**About The Role**

Reporting to the Head of Service Operations, this role is the conduit between our operations and frontline team. The role involves collaborating with team members and managers to deliver performance insights to build a high-performance culture internally and will identify targets to increase service efficiency and performance. Additionally, the role will identify campaigns and targets to increase service efficiency, performance and customer satisfaction.

**Responsibilities Include**:

- Develop and implement process improvement initiatives to increase efficiency, reduce costs, and enhance customer satisfaction.
- Establishment and ongoing accountability for key performance indicators (KPIs) for the Customer Relationship Management team to align to the Premium strategy.
- Streamline processes and workflows to enhance productivity and service quality.
- Work closely with Operations Specialists to improve workforce management and quality of service programs within the Premium team.
- Utilise data analysis and customer feedback to solve operational challenges and improve service delivery.
- Monitor and analyse key performance indicators to ensure operational goals are met.
- Develop and maintain dashboards and reports to track performance metrics.
- Provide regular updates and recommendations to senior management.
- Embed core strategic programs within the Relationship Management team and prepare insights and recommendations to improve service performance.

**About You**
- Minimum of 4 years of experience in a optimisation/transformation/process improvement type role within similar industry or field (sales, account management or contact center)
- Proficient with interpreting data and generating insights with analysis tools.
- Excellent verbal and written skills with ability to convey complex information clearly.
- Experience with Salesforce Sales & Service platforms preferred but not essential

**The Perks**

We work hard and play hard, so along with a competitive salary and generous performance-based bonus, here’s some of our other perks:

- 25 days annual leave (that’s right, a whole extra week)
- Genuine flexible working policy with a $800 work from home office allowance
- Weekly concierge service including free massages, manicure/nail appointments - all onsite
- Daily fresh fruit, free breakfast, sparkling water and Kombucha on tap in the office (did we mention we have a bar fridge for Thursday night drinks?)
- Development budget to send you to conferences, events, courses and other learning opportunities.
- End of trip facilities with an onsite table tennis and pool table
- Access to our Employee Assistance Program and a Circle In membership
- Industry leading Parental Leave support program with 26 weeks paid leave for Primary Carers and no wait time. We also have a progressive return to work benefit for your first 6 months back: come back for 3 days, get paid for 4; come back for 4 days, get paid for 5.

**What’s the Green Tick Feeling?**

Well, it’s different for everyone, yet unites us all. It’s the feeling you get when you succeed, no matter what success looks like to you. It could be developing your career, it could working on an industry leading project, or it could be making it to school pick up in time. It's all the little and big things that make you feel like you’re thriving when working at Sportsbet.