Manager - Customer Service Resolution & Enablement

Why choose Lotto?

At Lotto NZ, we’re believers in inspiring Kiwis to dream big. So working with us means doing meaningful mahi that benefits good causes across Aotearoa. All while having fun along the way.

Everything we do comes back to making sure Kiwis can play in a way that’s healthy and fun, whilst returning 100% of our profits back into our communities around Aotearoa.

Our Commitment as a Crown Entity

Ka mahitahi mātou o te ratonga tūmatanui kia hei painga mō ngā tāngata o Aotearoa i āianei, ā, hei ngā rā ki tua hoki. He kawenga tino whaitake tā mātou hei tautoko i te Karauna i runga i āna hononga ki a ngāi Māori i raro i te Tiriti o Waitangi. Ka tautoko mātou i te kāwanatanga manapori. Ka whakakotahingia mātou e te wairua whakarato ki ō mātou hapori, ā, e arahina ana mātou e ngā mātāpono me ngā tikanga matua o te ratonga tūmatanui i roto i ā mātou mahi.

In the public service we work collectively to make a meaningful difference for New Zealanders now and in the future. We have an important role in supporting the Crown in its relationships with Māori under the Treaty of Waitangi. We support democratic government. We are unified by a spirit of service to our communities and guided by the core principles and values of the public service in our work.

A bit about the role:

Are you passionate about customer experience and ready to take on a pivotal role in ensuring exceptional customer service delivery?

As the Manager - Customer Service Resolution & Enablement at Lotto NZ, you will manage complex customer cases, act as a technical liaison during investigations, and optimise our customer complaints and feedback processes.

You will be the go-to expert for incidents impacting customers and retailers, help drive effective change within Customer Services and ensure clear operational communications.

You’ll play a key role in developing our knowledge framework and will be working alongside the Customer Service leadership team and internal business partners to enable our customer service AI roadmap.

Given Lotto’s business rhythm, you’ll be primarily working Monday-Friday, however some weekend and after-hours work will be required during high jackpot runs and to support complex technical cases, incidents and systems changes.

What you'll focus on:

This role will be key in enhancing customer satisfaction and call centre service levels at Lotto NZ.

• Customer service resolution: Manage complex customer cases and technical investigations, collaborating with internal teams.
• Incident management: Act as the incident liaison technical lead and customer service SME, ensuring swift and effective incident management.
• Customer complaints & feedback: Oversee the customer complaints framework, ensuring timely resolution and continuous improvement.
• Knowledge management: Develop and maintain a robust knowledge management framework, ensuring accurate and up-to-date information is available to all stakeholders.
• Change management: Engage with business partners to plan, manage and communicate changes impacting customer service.
• Operational communications: Ensure comprehensive and clear operational updates and communications for front-line Customer Service personnel.

A bit about you:

Your Skills:

• Strong interpersonal and stakeholder management skills.
• Advanced problem-solving, analysis, and decision-making abilities.
• Strong customer focus with the ability to handle challenging conversations.
• Proficiency in CRM, Jira, Microsoft Office suite, and knowledge management solutions.
• High level of resilience and ability to juggle multiple priorities.
• Change management experience using structured approaches and methodologies is desirable.

Your Experience:

• Minimum 3-5 years in knowledge management, complex customer case investigation, and incident management.
• Experience in optimizing and leveraging related technology, platforms, and services (ideally Amazon Connect & AI-assisted services).
• Customer service / contact centre leadership experience is desirable.

Qualifications:

• Bachelor’s degree in business, change management, communications, or a related field is desirable.
• Formal training or qualification in change management, knowledge management, and Amazon Connect services is a plus.

If you’re ready to make a difference and lead our customer service resolution and enablement efforts, apply today!

How we care for you:

To help you win at work and beyond, we’ve created some purposeful ways to look after you, your whānau and the community we . Some of this includes:

• Insurances including medical, life, income protection and critical illness to make sure you’re covered whenever you need it!
• Flexibility to have the work-life balance that suits both you and the people you care about via our hybrid working model.
• An annual wellness benefit to support your wellbeing.
• Extra paid leave for days like Lotto Day at Christmas and Volunteer Day.
• Personalised development to help you grow, including access to tools like LinkedIn Learning.
• Recruitment referral bonus.
• Modern office in Newmarket plus barista coffee machine.
• An array of health and wellness benefits such as free flu jabs, access to EAP and onsite gym.
• Parental leave return to work lumpsum payment.
• Opportunity to join any of our Inclusion, Diversity, Equity and Wellbeing networks.
• Enjoy fresh fruit, biscuits, coffee, breakfast, and a selection of teas on us!

Come as you are:

We want you to feel at home when you’re with us. We accept you and celebrate you exactly as you are, no matter your background.

At Lotto NZ, we believe that when everyone’s in, everyone wins. That’s why we’re committed to and intentional about building a diverse and inclusive workforce that our customers and communities can feel a part of. Our focus is to create an environment where you thrive, and where people from all backgrounds feel seen, heard, and understood!

This is your opportunity to join a group of good people, with good vibes who support each other like whānau.

We want you to feel comfortable throughout the recruitment process, so please feel free to let us know if there is anything you need to allow you to participate equitably.

Don’t worry if you think you don’t tick all the boxes – if you have passion and interest, we would love to hear from you.

While applications from any background are actively encouraged, the right to work in New Zealand is a must.

Full-time (permanent)

Job no: 2024-0176

Location: Auckland (Tāmaki-makau-rau)

Closing Date: until filled