Senior Manager Customer Services Salary: Level 7 $128,077 - $136,891 PSCSAA Location: Subiaco Work Type: Permanent - Full Time Closing Date: 2024-06-10 9:30 AM Attachments: - LW Job application pack.pdf applicants with a disability.pdf l7 final role statement senior manager customer services january 2024.pdf 1 permanent position Australian Citizens or Permanent Residents only Substantive Equality Statement Lotterywest and Healthway strive to create a better and healthier Western Australia, 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. The Organisation Lotterywest is the only State Government owned and operated lottery in Australia, where all the available profit is returned to the Western Australian Community through discretionary and statutory grants. Lotterywest has supported the Western Australian community for over 90 years. Its vision for 'a hopeful, healthy, connected and sustainable community life for all Western Australians'. Lotterywest is the employing agency for Healthway, which is the only State Government agency dedicated to health promotion. For over 30 years Healthway has been providing grant funding to sport, arts and racing organisations, community activities, and to health promotion projects and research. Healthway's vision is for a 'healthy and more active Western Australia.' What we Offer By joining the team at Lotterywest, you'll experience the satisfaction that comes with being part of an organisation that is helping make a positive impact in the community and turns dreams into reality.We believe in flexibility, work-life balance and support, so you can be the best at what you do. You will have access to several employee benefits including: A flexible work environment with the ability to purchase leave and negotiate flexible working hours. A commitment to employee professional growth A friendly working environment with a variety of wellness and social activities on offer. Lotterywest's Head Office is located 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. For the latest updates and to learn more about Lotterywest, follow us on Facebook or visit our website www.lotterywest.wa.gov.au Job Profile Reporting to the Lotteries Director Customer Experience, the Senior Manager Customer Services is responsible for leading, planning, managing and delivering core services to the customer contact centre, processing and front of house services for our players, retailers and all stakeholders. The role has the following key areas of focus: People Leadership & Management Project & Change Management Customer Relationship Management Incident, Issues & Complaints Management Continuous improvement Stakeholder Engagement & Management Operational management Risk Management Mandatory / special role requirements Police Clearance Want to know more? For full details of the role and what we are looking for you are encouraged to read the attached . Please refer to the job pack for instructions on how to apply. Suitable applicants may be considered for future similar employment opportunities during the next twelve (12) months at Lotterywest. For Further Job Related Information Enquiries about the role can be directed to Simeon Alva, Director Customer Experience on 0413 542 940 Join Lotterywest Applicants are required to apply online and need to submit the following documents in Word or PDF format only: A current resume/CV A cover letter of no more than two (2) pages addressing selection criteria 1, 2, 4 and 7 only on the attached job description Demonstrated high-level experience leading and delivering customer and operational support services for a diverse customer base across multiple channels. Demonstrated high-level experience in issue, incident and complaints management with the ability to deliver effective resolutions to meet business and customer expectations. Demonstrated high-level experience in leading, managing and developing teams and a proven record of fostering a culture of high performance Demonstrated focus on continuous improvement to delivery services efficiently and effectively and improve the customer experience. To submit your application, please click on the Apply for the job button. Our People and Culture team are happy to help if you need assistance on (08) 9488 6492 Unfortunately, we can't accept late applications so please allow yourself enough time to complete your application before the due date and time Protecting your Privacy Lotterywest will only contact you from the official lotterywest.wa.gov.au domain. If you receive any emails from any other domain asking for your personal information, you should not respond to them. If you receive what appears to be Lotterywest communications not from the official domain, please send an email with the details to humanresourceserviceslotterywest.wa.gov.au Position Title Senior Manager Customer Services Agency Lotterywest Salary Level 7 $128,077 - $136,891 PSCSAA Location Subiaco Unit/Division Lotteries Branch Customer Experience Work Type Permanent - Full Time Position No. 24/077 Closing Date 2024-06-10 9:30 AM Position Title Senior Manager Customer Services Branch Customer Experience Location Subiaco Work Type Permanent - Full Time Closing Date 2024-06-10 9:30 AM Salary Level 7 $128,077 - $136,891 PSCSAA Agency Lotterywest Company Information Description 1 permanent position Australian Citizens or Permanent Residents only Substantive Equality Statement Lotterywest and Healthway strive to create a better and healthier Western Australia, 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. The Organisation Lotterywest is the only State Government owned and operated lottery in Australia, where all the available profit is returned to the Western Australian Community through discretionary and statutory grants. Lotterywest has supported the Western Australian community for over 90 years. Its vision for 'a hopeful, healthy, connected and sustainable community life for all Western Australians'. Lotterywest is the employing agency for Healthway, which is the only State Government agency dedicated to health promotion. For over 30 years Healthway has been providing grant funding to sport, arts and racing organisations, community activities, and to health promotion projects and research. Healthway's vision is for a 'healthy and more active Western Australia.' What we Offer By joining the team at Lotterywest, you'll experience the satisfaction that comes with being part of an organisation that is helping make a positive impact in the community and turns dreams into reality.We believe in flexibility, work-life balance and support, so you can be the best at what you do. You will have access to several employee benefits including: A flexible work environment with the ability to purchase leave and negotiate flexible working hours. A commitment to employee professional growth A friendly working environment with a variety of wellness and social activities on offer. Lotterywest's Head Office is located 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. For the latest updates and to learn more about Lotterywest, follow us on Facebook or visit our website www.lotterywest.wa.gov.au Job Profile Reporting to the Lotteries Director Customer Experience, the Senior Manager Customer Services is responsible for leading, planning, managing and delivering core services to the customer contact centre, processing and front of house services for our players, retailers and all stakeholders. The role has the following key areas of focus: People Leadership & Management Project & Change Management Customer Relationship Management Incident, Issues & Complaints Management Continuous improvement Stakeholder Engagement & Management Operational management Risk Management Mandatory / special role requirements Police Clearance Want to know more? For full details of the role and what we are looking for you are encouraged to read the attached job description. Please refer to the job pack for instructions on how to apply. Suitable applicants may be considered for future similar employment opportunities during the next twelve (12) months at Lotterywest. For Further Job Related Information Enquiries about the role can be directed to Simeon Alva, Director Customer Experience on 0413 542 940 Join Lotterywest Applicants are required to apply online and need to submit the following documents in Word or PDF format only: A current resume/CV A cover letter of no more than two (2) pages addressing selection criteria 1, 2, 4 and 7 only on the attached job description Demonstrated high-level experience leading and delivering customer and operational support services for a diverse customer base across multiple channels. Demonstrated high-level experience in issue, incident and complaints management with the ability to deliver effective resolutions to meet business and customer expectations. Demonstrated high-level experience in leading, managing and developing teams and a proven record of fostering a culture of high performance Demonstrated focus on continuous improvement to delivery services efficiently and effectively and improve the customer experience. To submit your application, please click on the Apply for the job button. Our People and Culture team are happy to help if you need assistance on (08) 9488 6492 Unfortunately, we can't accept late applications so please allow yourself enough time to complete your application before the due date and time Protecting your Privacy Lotterywest will only contact you from the official lotterywest.wa.gov.au domain. If you receive any emails from any other domain asking for your personal information, you should not respond to them. If you receive what appears to be Lotterywest communications not from the official domain, please send an email with the details to humanresourceserviceslotterywest.wa.gov.au Attachments - LW Job application pack.pdf applicants with a disability.pdf l7 final role statement senior manager customer services january 2024.pdf Convenience Buttons2: