Customer Service Consultant

Could this be one of those rare moments to do the best work of your career?

The Lottery Corporation is Australia's largest lottery company offering exciting games that deliver life-changing wins to customers and make a meaningful difference in the community.

We're the team who bring you Australia's favourite lottery games. For more than a century, we've been playing our role in making a better future by delivering winning moments every day to our people, our customers, retailers, partners and our community.

Share joy, spark possibilities and join the winning team today

This role is responsible for consistently delivering high-quality service, with a focus on providing priority support and technical assistance to Keno outlets. It also involves offering expert guidance and resolving a range of customer enquiries related to Keno operations.

What you'll do

• Diagnose faults in Keno terminals based on systems and symptoms reported by venues.
• Utilize TLC software platforms to assess internet connectivity for Keno venues.
• Monitor financial transactions via Keno Windows and update Terminal IDs using Keno Terminal Configuration Host.
• Communicate clearly with venues regarding required actions to facilitate remote troubleshooting and escalate unresolved issues appropriately.
• Accurately monitor and report excessive Keno sales and big bet monitoring.
• Reference the knowledge base system to provide accurate and concise product and process information in response to enquiries.
• Deliver customer service and support to B2B and B2C customers.
• Ensure data accuracy and compliance with regulatory standards and company policies and procedures.

What you'll bring

• Previous experience in technical phone support
• Background in contact centres or customer service roles
• Excellent communication and active listening skills
• Proficient in using Windows based applications, chat platforms, omnichannel systems and Call Centre technologies.
• Logical problem-solving approach
• Ability to balance business objectives with customer expectations
• Well-developed interpersonal skills
• High attention to detail and accuracy
• Complaint handling and conflict resolution
• Flexible and adaptable to change in dynamic environments

What you'll get

Not only will you receive an awesome candidate experience from our caring Talent team, the benefits of working with us are pretty good too

The list is extensive but here are a few:

• Join an amazing team that's ready to welcome you and set you up for success. Our people are warm, engaging and passionate. We love what we do and have fun along the way
• Deliver extraordinary results while balancing work and life with hybrid way of working
• Find your balance with a variety of leave types such TLC leave, purchased leave and 18 weeks' parental leave for all new parents, regardless of gender or family type
• A true sense of belonging. We're committed to Inclusion & Diversity with a range of initiatives such as our Gender Affirmation Statement of Support, employee inclusion networks and diversity memberships
• Feel valued with experiences that are tailored to you, we'll always start from 'yes'
• Support your health and wellbeing with our comprehensive (and free) app to support you and your family's mental and physical health
• Make positive impacts with opportunities to volunteer with our community partners. We'll also match fundraising efforts of our employees lending their support to registered charities
• Ignite your potential with our dedicated learning and development platform with resources from leadership to technology to support your bright future
• Maximise your home workspace with our home office reimbursement payment

About The Lottery Corporation

The Lottery Corporation Limited (ASX: TLC) is Australia's leading lottery company with licences and approvals to operate in each Australian state and territory, except Western Australia.

Best known for The Lott and Keno, we're proudly one of the highest-performing lottery businesses in the world.

For more than a century, we've been supporting Australian communities through lottery taxes, donations, and partnerships. We play our role in making a better future by delivering winning moments every day to our people, our customers, retailers, partners, and our community.

Studies have shown that people from under-represented backgrounds are less likely to apply for roles where they don't match the job description criteria exactly. If this role is of interest to you and you're ready to spark possibilities with The Lottery Corporation, but don't feel that your experience aligns 100%, we would still love to hear from you and encourage you to apply.

We're committed to providing a safe, respectful and supportive work environment where our people feel included and rewarded. This commitment extends to our recruitment process. We encourage candidates to let us know if we can make any accommodations, so the process can be more user friendly for them.

We acknowledge and pay respect to the traditional custodians of the lands on which our offices, retail outlets and venues operate. We acknowledge the inextricable link First Peoples of Australia have with the land past, present and future.

Your online safety is important to us. We'll never request payment or credit card details from you to apply for a position at The Lottery Corporation. The most reliable source for available opportunities at The Lottery Corporation is our website. If you're uncertain whether a job ad is legitimate, do not provide your details. Verify via our website or contact our company.