Escalated Complaint Manager

If you are a confident and passionate problem solver, then we have the role for you This is a brand new role that allows you to be independent and address escalated complaints from our regulator in a thoughtful and methodical way.

**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.

In 2023, we were a recipient of LinkedIn’s Top 25 Companies for our focus on career development and awarded the Top 10 Workplaces for Women through Work180. Our commitment to making Sportsbet the best place to work is never-ending.

**About The Role**

**Responsibilities Include**:

- Triaging, investigating and responding to Level 2 customer disputes and complaints in accordance with internal service levels
- Preparing case summaries of investigations for the Escalation Committee and/or one or more of Sportsbet’s regulators such as Sportsbet’s licensing regulator, the Northern Territory Racing and Wagering Commission (NTRWC)
- Collecting and analysing emerging trends and themes of disputes and Level 2 complaints, and proactively sharing these findings with relevant Departments to drive process and product improvement
- Acting as a primary point of contact and directly engaging with the NTRWC, who adjudicate disputes received from Sportsbet customers, and communicating with representatives of the NTRWC and customers directly in relation to disputes.

**About You**
- Proven experience in making customer centric and risk-based decisions from performance indicators and data
- A demonstrable track record working in high profile/regulated and fast paced organisation (eg. energy, telecommunications, banking etc) within a similar role of dispute resolution, case management or negotiations.
- Experience managing external stakeholder groups including regulators and partners to deliver outcomes

**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.