Work type

Locations

Categories

About the Role

As a Senior Manager Customer Resolution, you are an inspiring and energetic leader with a passion for change.

You will be responsible for:

• Designing, implementing and maintaining a Sportsbet-wide complaints management Process.
• Driving ownership and understanding of the complaints management process across Sportsbet.
• Overseeing the end-to-end management of complaints across all teams responsible for managing customer complaints and legal disputes.
• Designing a complaints management reporting dashboard to track complaints volumes, trends and closure.
• Delivering periodic reporting to stakeholders on complaints data and trend analysis.
• Supporting teams responsible for handling complaints by providing guidance and implementing complaints handling procedures.

About You

• Proven experience in the execution or delivery of complaints management (at least 6 years).
• Proven experience in driving and delivering performance optimization and improvement across processes and systems.
• Proven experience in making customer centric and risk-based decisions.
• A demonstrable track record working in high profiled industries.
• Proven experience building scaled, sustainable, technology enabled strategies through period of intense growth and driving these to delivery.
• Experience managing stakeholder groups to deliver outcomes.
• Experience with complaints and CRM software and systems.

The Perks 

We work hard and play hard, so along with a competitive salary and generous performance-based bonus, we will also provide you with: 

• 25 days annual leave (a whole extra week of holidays!) 

• Genuine flexible working and remote working policy with a $1050 work from home office allowance 

• Development budget to send you to conferences, events, courses and other learning opportunities. 

• 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 Thursday afternoon social hour?) 

• Tailored career development programs with a yearly tools down day to focus on goals 

• End of trip facilities with an onsite table tennis and pool table 

• Access to our employee assistance program and a Circle In membership 

• We’re proud of our industry leading Parental Leave support program with 26 weeks paid leave for Primary Carers with no waiting time and two weeks of paid leave for Secondary Carers followed by six weeks unpaid leave. We also have a progressive return to work benefits for your first six months back: come back for three days, get paid for four; come back for four days, get paid for five. 

• Get the “Green Tick Feeling” - the feeling you get when you Thrive working at Sportsbet! 

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 be 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 working at Sportsbet. 

We encourage you to apply as soon as possible as we review candidates within one-two weeks of advertising. Be sure to check out our Life@Sportsbet Instagram page, Sportsbet LinkedIn page as well our careers website for more information and insight into our culture.   

Ready for your Green Tick Feeling? Apply now