Customer Experience

**Overview**

**About us**

Sportsbet's purpose is to bring excitement to life for its customers and we do this by over-delivering on excitement through serious fun, disrupting the status quo and living our values. We’re a flexible, progressive, open-minded, and inclusive employer with over 7,000 cool, clever and curious people around the world. As part of the Flutter Group, we’re a global player, but in Melbourne, Sydney and Darwin we’re tight knit, with 1,000 of us bringing excitement to life every day.

FanDuel is our American counterpart and is the premier gaming destination in the United States with presence across 45 states and 8 million customers. The company is based in New York with offices in California, New Jersey, Florida and Oregon.

Our commitment to responsible gambling is genuine and demonstrated through the wide range of responsible gambling initiatives and tools

**About the role**

Key responsibilities include:

- The first point of contact for any real time settlement issues / queries we might encounter throughout the day
- Enhancing the process end-to-end whilst being across changes in the regulatory space
- Develop and manage valuable reporting functions including CS pain points, frequently occurring query types (dispute, delay etc.)
- Influencing key stake holders for meaningful with the ever-expanding R&T and CXO teams located in Dublin and the US.
- Owning the error resolution process (compiling wagers, voiding wagers, compliance incident reports, CS comms and error reports)
- Understanding the US betting landscape so we can guarantee accurate & efficient resolutions for all stakeholders.
- Identify root causes of issues and coordinate with risk and trading team

The FanDuel team at Sportsbet adopt a flexible 5 day working week policy based on customer needs to ensure a great work-life balance for our staff, however there is a requirement for weekend work (which can be done from home). Shifts will generally fall between 7am - 6.00pm (either 7am to 3pm or 10am to 6pm).

**About You**

We need our CX team to be customer obsessed, so you’ll need to put yourself in the shoes of the customer to ensure that the journey they experience when using our products is seamless from start to finish.

We are looking for some who has:

- An ‘ownership mentality’. In a newly formed team, we’re looking for someone who can take responsibility and be accountable to see a task through to completion.
- Excellent communication skills (both written and verbal). The CX team will be in direct contact over various platforms with multiple teams.
- Ability to prioritise & multi-task with excellent attention to detail.
- Solid understanding of excel and data

Putting our customers front of mind is the most important in this role, the rest we can teach you

**The Perks**

We work hard and play hard, so along with a very competitive salary and generous performance-based bonus, we will also provide you with:

- 25 days annual leave (a whole extra week of holidays)
- Genuine flexible working and remote working policy with an $500 work from home office allowance
- Discounted gym memberships, free breakfast and loads of event and conference tickets and many more
- Weekly concierge service including free massages, manicure/nail appointments and soon to be barber - all onsite
- TV screens in the office constantly playing live sports, matches and races
- Daily fresh fruit, sparkling water and Kombucha on tap FREE in the office
- Access to Headspace App and an employee assist program
- Best in class Parental Leave program with six months paid leave for Primary Carers and Circle In membership
- Free merch including t-shirts, lanyards, note books and much more
- Tailored career development programs, as well as a commitment to developing Thought Leader and Specialist Talent programs

We’re a flexible, progressive, open-minded, and inclusive employer who welcomes you for who you are, as you are
- that’s why we assess behaviours, learning agility and expertise to ensure all types of experiences are considered for our roles.