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Head of Customer Support

Apply now Job no: 498223
Work type: Permanent Full-Time
Location: Brisbane

Our Company

Tabcorp is a world-class diversified gambling entertainment group and an ASX50 company.  

In December 2017 we combined with Tatts Group and now operate the iconic brands Tatts,

TAB, NSW Lotteries, Golden Casket, SA Lotteries, Keno, Sky Racing and Sky Sports Radio. We also deliver leading gaming services and products through Tabcorp Gaming Solutions, MAX and Ebet . 

Our 5,000-plus strong team is as diverse as Australia itself. Our people drive familiar brands which ignite passion and excitement in millions of Australians.

This leadership is reflected in who we are. If, like us, you’re a passionate, positive playmaker and you want to use your talent to create amazing outcomes, we’d love to hear from you.  

Role Summary

A newly created role based in Brisbane, for a strong leader to manage the customer support team, who deliver customer and administration support services, including Contact Centre operations, prize payments and head office sales. The role will ensure all support processes are efficient, effective and achieve the highest standards.

How you will contribute

Key to success in this role will be to oversee the delivery of customer support services and to also;

  • Lead and develop high performing teams with a strong customer focus and commitment to operational integrity
  • measure the effectiveness of customer support services through the conduct of surveys, analysis of survey results and customer feedback 
  • explore opportunities to implement efficiencies that generate resource savings and/or deliver improved customer service
  • manage supplier and service provider performance through monitoring service delivery, addressing performance issues and optimizing contract arrangements 
  • manage financial administration through development of budgets, monitoring of expenditure and approval of purchasing and payments 

 Our Ideal Person

Tertiary qualifications in business or related discipline or relevant practical experience with proven strategic leadership experience in Contact Centre and high volume transactional processing environments. Development and implementation of customer support/experience strategies and experience having led transformation of customer support operations, with a digital/omni-channel focus. Change Management Leadership is pivotal in this role along with financial planning management including budgeting and cost centre management.

When you join our team you’ll be able to take advantage of a range of benefits including flexible working arrangements, leadership and development programs and community programs.

Tabcorp is committed to creating an inclusive workplace where all our people feel valued for their unique qualities and have a sense of belonging. If you need assistance or adjustments to fully participate in the application process, please contact tabcorprecruitment@tabcorp.com.au

Advertised: E. Australia Standard Time
Applications close: E. Australia Standard Time

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