About us 

At Sportsbet, we’re united behind our purpose to “Bring Excitement to Life” for our 2 million customers (and growing!). We do this by over-delivering through our commitment to fun, challenging the status quo and living our values. As part of the Flutter Group, we’re a global player, but in Melbourne, Sydney and Darwin we’re a tight knit group of 1,300 teammates (of which over half are in our Tech and Data Science teams!). We are a significant contributor to the Australian economy through racing and sporting codes and we are committed to having a positive impact in society by supporting our customers, our communities and our employees. Our commitment to responsible gambling is demonstrated through our wide range of responsible gambling initiatives and tools. 

 In 2023, we were a recipient of LinkedIn’s Top 25 Companies for our focus on career development and acknowledged as one of the Top 10 Workplaces for Women through Work180. Our commitment to making Sportsbet the best place to work is never-ending. 

We’re an inclusive employer who welcomes you for who you are, as you are – so, if you require adjustments to the recruitment process, please let us know in your application. We also know flex means different things to different people, so let us know how we can support you to be your best. 

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