Comms, Change and Engagement Lead

This role will ensure the Customer Operations department and all people within it are informed and ready via succinct communications whilst focusing on fostering a positive work culture, aligning teams with business goals, and facilitating smooth transitions during operational/business changes.

**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**

Reporting into a Head Of, this role is responsible for leading and managing internal communications (eg. daily promos), coordinating change impact assessments & operational readiness (eg. change to customer verification), as well as driving engagement activities within the Customer Operations department (eg. team activities and catering). You challenge the status quo, drive accountability and will be a trusted member of the Customer Ops Extended LT.

Responsibilities Include:

- Create and execute communication plans to ensure clear, consistent, and effective messaging to customer operations staff.
- Lead the Customer Ops “Go-to-market” forum, sharing change from across the broader business to enable impact assessments & business readiness.
- Lead the engagement strategy, connecting with key Contact Centre & Operational leaders to execute and drive engagement for our people across all sites.
- Work closely with cross-functional teams, including Product, Technology & Marketing, to understand upcoming roadmaps & change.
- Track, report & analyse key metrics related to communication effectiveness, change management success, and staff engagement levels.
- Utilise metrics and analytics to make data-driven decisions that continuously improve the customer experience, reduce time to resolution, improve response times and work within budget requirements.

**About You**

You will have worked in a Contact Centre or Customer Operations environment within a senior level position and have the following skills:

- Ability to write and deliver engaging communications to front line team members
- Design engaging content utilising online tools (eg. Canva)
- A baseline understanding of project/change management
- Understand and produce insight to quantify impacts of team engagement initiatives

**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.