Customer Support Officer

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, Oz Lotteries has operated as an e-commerce lottery retailer since 2005 and was one of the first online retailers. Over the past 18 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.

What will you be doing?

You'll be part of our frontline team, helping customers have a smooth, enjoyable experience every time they use our platform. Working in our Customer Support Centre, you'll support players across multiple channels – phone, email, and live chat – answering questions, resolving issues, and guiding them through our products and services.

You'll become an expert in our lotteries and accounts, using your problem-solving skills to investigate and resolve complex or sensitive enquiries, manage customer accounts, and handle complaints with care and professionalism. Your work will play a key role in building trust with our players, ensuring accurate records are maintained, deposits are processed correctly, and every interaction reflects our commitment to responsible, customer-first service.

Permanent Full-time: based in the office, working 5 days between Monday to Saturday per a roster system (One Saturday per fortnight). We aim to achieve an even split of morning (8 am - 4:30 pm during non daylight savings periods or 7 am - 3:30 pm during daylight savings periods) and evening shifts (11 am - 7:30 pm) throughout this rotation

What Your Day-to-Day Will Look Like

• Provide friendly, efficient support to Oz Lotteries customers via phone, email, live chat and Help Centre articles.
• Help manage the day-to-day operations of the inbound contact centre, meeting response time and quality expectations.
• Investigate and resolve customer queries and concerns in a timely and empathetic manner.
• Maintain accurate and up-to-date customer account records in our systems.
• Reconcile BPAY and Direct Debit deposits to customer accounts and process deposits that require manual review.
• Assist with general customer account management, including updates, queries and troubleshooting access or technical issues.
• Make outbound calls when needed to follow up on customer queries or support ongoing account management.
• Contribute to continuous improvement by sharing insights from customer interactions and participating in team planning and training sessions.
• Redirect external enquiries to the appropriate internal teams to ensure customers receive the right support quickly.

What You'll Be Able to Bring to the Role

• Previous experience in a call centre or fast-paced, customer-focused environment
• Confidence in dealing directly with customers, including complex or sensitive matters
• Strong problem-solving skills, including the ability to work through basic technical issues with customers
• Excellent written and verbal communication skills, with a clear and professional style
• Attention to detail and accuracy, particularly when updating customer records and processing payments
• Ability to manage multiple queries and channels (phone, email, chat) while maintaining service quality
• A proactive, solutions-focused mindset and willingness to take ownership of customer issues through to resolution
• Comfort working with customer support tools and CRMs (experience with platforms like Zendesk, Freshdesk or Intercom is highly regarded)

Initial shortlisted candidates will be emailed some short online assessments (20 mins) to complete as part of the application process.

Salary: $60,000 - $63,000 + Super

Why join the OzLotteries team?

Find Out More - (To Hear From The Hiring Manager)

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 on-site 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.

Candidates who are offered a position will be required to complete pre-employment checks through our partner, Checkmate.

We are a 2025 Circle Back Initiative Gold Employer – we commit to respond to every applicant.