Customer Contact Officer

Full Time Permanent Opportunity

The Organisation

Lotterywest is uniquely the only Government owned and operated lottery in Australia. We have supported the community for over 90 years with the purpose to operate a responsible and sustainable lottery that leaves an enduring positive impact for WA.

Lotterywest is also the employing agency for Healthway, the only State Government department dedicated to health promotion. For over 30 years, Healthway has funded projects and research to inspire Western Australians to live healthier lives.

Job Profile

Reporting to the Manager Customer Services, the Customer Contact Officer delivers a range of services and support to our customers and key stakeholders. The role is responsible for providing our customers with an outstanding experience and responds to enquiries via all communication channels. The role has the following key areas of focus:

• Customer call centre operations
• Customer relationship management
• Effective customer issues and complaints escalation and management
• Service Excellence
• Continuous service improvement
• Prize payments and prize claim investigations
• Daily reconciliations, data analysis and reporting

About you, we're looking for someone with;

1. Experience providing customer service and support in a busy contact centre environment.
2. Experience using incident, issues or complaints handling processes to effectively resolve issues
3. Strong problem solving skills to implement improved work practises and organise and prioritise tasks effectively
4. Strong communication and interpersonal skills with the ability to work collaboratively in a team and develop and manage positive and proactive relationships with customers and stakeholders.
5. Good data analysis and reporting skills.

Join Lotterywest

If you are driven to succeed and drive change within our organisation and in the WA community, we'd love to hear from you. Applying for a State Government role can look a bit different. To be sure this role is right for you, please click 'apply now' and read the attached job description and job application pack.

Applicants are required to apply online and need to submit the following documents in Word or PDF format only:

1. A current resume/CV
2. A cover letter of no more than two (2) pagesdemonstrating your ability to meet all of the essential selection criteria outlined in the attached job description

Enquiries about the role can be directed to Athena Razmovski, Manager Customer Services on

What we Offer

Being part of Australia's only government-owned Lottery comes with a lot of responsibility and we wouldn't have it any other way. We own the outcome of our actions and by directly contributing to player safety and a more hopeful community life for Western Australians, working at Lotterywest is naturally rewarding for all involved.

Our workplace strives to provide an environment for you to feel valued and supported, so that you can help create the kind of positive impact we want to see.

Our employee benefits include:

• A flexible work environment, with the option to work full time in the office or up to two days remotely.
• Four weeks annual leave, with the ability to purchase up to 10 weeks additional leave.
• Additional public service holidays
• A workplace that is committed to ensuring you pursue professional development opportunities
• An active employee wellbeing program, with a variety of social and wellness events.
• Quarterly volunteering leave entitlement
• Access to become a Fitness Passport member
• A central Head Office location in the heart of Subiaco, with excellent access to public transport, a range of public parking options and end-of-trip facilities for staff choosing to cycle, run or walk to work.

Substantive Equality Statement

Lotterywest and Healthway strive to create a hopeful, healthy, connected and sustainable community life for all Western Australians, where diversity is encouraged, and everyone is respected, welcomed, supported, and treated equally. We value the strength of a diverse workforce and view inclusivity as essential to our success. We are committed to fostering a respectful and inclusive workplace and community that encourages employees to be themselves.

We seek and celebrate diversity and encourage applications from all backgrounds and cultures including Aboriginal and Torres Strait Islander people, LGBTQIA+ and people with disability.

Closing date: 9.30am Wednesday 24 September 2025

Unfortunately, we can't accept late applications so please allow yourself enough time to complete your application before the due date and time