Customer Support Supervisor

**About Us**
There’s an eternal optimist in all of us who dreams of a big, life-changing lottery win. At Oz Lotteries’ we exist to make this a reality We bring Australia joy and delight, with more chances to win more often. We offer everyday Aussies the chance to dream and win on a wide range of commercial and charity lotteries. Oh, and we are proudly Aussie-owned and operated

Owned by ASX-listed company Jumbo Interactive (JIN), Oz Lotteries has operated as an e-commerce lottery retailer since 2005 and was one of the first online retailers. Over the past 20 years, we have grown to have a strong player base who chose our convenient and trustworthy platform to play both popular commercial lotteries such as Powerball and Oz Lotto and charity lotteries, which was (and still is) a point of difference for our brand.

Jumbo Interactive is also a climate-active, carbon-neutral company, reflecting our deep commitment to sustainability.

**What you will be doing**
As a Customer Support Supervisor you will uphold the high quality of support we provide to customers by; role-modelling our core values, training other team members to provide a high standard of service, and ensuring that customer queries are quickly addressed. While helping to support the Customer Support Manager in the day-to-day running of Customer Support activities, and acts as a delegate for the Customer Support Manager when required.

**Permanent Full-time**: based in the office, working 5 days between Monday to Saturday per a roster system (One Saturday per fortnight). The hours vary between 7:30 am-7:30 pm (7.6 hours per day).

**What Your Day-to-Day Will Look Like**
- Handle complex, critical, or sensitive customer matters, ensuring timely investigation and resolution of complaints.
- Review and maintain a high standard of quality assurance and compliance metrics.
- Use business knowledge to investigate, troubleshoot, and resolve customer service queries.
- Support the onboarding and training of new starters, as well as the ongoing training and development of existing Customer Support Officers.
- Maintain professional conduct and ensure Customer Support Officers comply with company guidelines.
- Support day-to-day queries received from Customer Support Officers.
- Proactively maintain knowledge of Responsible Gambling guidelines, Responsible Gambling programs, and Code of Practice requirements at Jumbo.
- Work alongside internal teams for escalations and process improvements.
- Maintain and update relevant documents and procedures relevant to the Customer Support team.
- Support CS Manager in managing the rostering and scheduling of the team, ensuring efficient coverage and optimal staffing levels are maintained with the ability to escalate matters as necessary;
**What You’ll Be Able to Bring to the Role**
- Proven customer service experience,
- Strong communicator, both verbal and written,
- Confident in dealing with a wide variety of customers,
- Computer skills

**Salary Banding**: $65,000 - $73,000 AUD +Super

**Why join the Jumbo team?**

At Jumbo, we're all about ensuring our team thrives, as a valued member, look forward to:

- An Employee Assistance Program where you can access counselling and coaching sessions to improve your well-being,
- 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,
- Focus on internal promotion, lateral transfers, and secondments, both locally and internationally.

**We are a 2025 Circle Back Initiative Gold Employer - we commit to respond to every applicant