Manager - Customer Service Resolution & Enablement

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!