Client Services Team Leader - AU

Hello and Kia Ora!

Start your game... 

At Entain Australia and New Zealand, as a Client Services Team Leader, thriving in a fast-paced, dynamic environment. As a Team Leader, you will play a pivotal role in ensuring your team is well-informed of industry updates and equipped with the necessary skills to deliver outstanding customer service while driving retention.

In this role, you will collaborate closely with the Contact Centre Manager to manage the daily performance of the Support Contact Centre team. Your mission will be to create an exceptional experience for both customers and team members, fostering excellence in every interaction.

You will also work in partnership with key stakeholders across the business, including the Client Services Training Team, Client Services Management, Other Client Services teams (e.g., Compliance, ACM, Outbound), Product Team(s), and People and Legal Team(s), to ensure operational alignment and continuous improvement.

Where and how you can work...

This position is located in Brisbane, Australia. We also have an office in Darwin and a number of offices in New Zealand. At Entain AUS & NZ, we value a flexible work environment and support a hybrid working model ensuring work-life balance and individual preferences. 

Your day-to-day...

• Provide leadership, management, and coaching to foster a positive work environment, achieve business objectives, and support employee growth.
• Analyse team performance, deliver effective coaching feedback and facilitate action plans to drive optimal productivity and customer experience.
• Ensure all team members have development plans, oversee ongoing learning initiatives, and conduct performance reviews to enhance skills and career progression.
• Lead your team to meet customer experience goals, create policies focused on customer-centric practices, and manage difficult client situations with professionalism.
• Manage schedules, system records, productivity metrics, and compliance to ensure seamless operations and alignment with business strategies.
• Preserve high standards of safer betting, ensuring adherence to policies, identifying problem gambling, and promoting responsible practices.

What you'll bring...

• Sound knowledge of the wagering industry, Entain systems and internal processes/procedures.
• A proven track record in providing exceptional customer service to internal and external stakeholders.
• Personable and approachable, with the ability to quickly build rapport with new employees.
• Experience monitoring performance and providing feedback.
• Motivated and willing to learn – must show initiative in completing tasks and prioritising workload.
• Strong attention to detail with the ability to be analytical.
• Ability to meet deadlines, work under pressure and deal with sensitive information.
• Good interpersonal skills and an ability to communicate at all levels, both verbally and written, are essential.

Entain Lifestyle...

• Hybrid and Flexible Working: Work hard, play smart! 
• A wealth of learning and development opportunities, empowering you to broaden your expertise and professional growth.  
• Indulge in a range of wellness benefits through our wellness calendar, including, heavily subsidized gym memberships and other paid-for services.
• Enjoy the convenience of a free onsite barista and a fully stocked fridge and pantry, ensuring breakfast and lunch are taken care of.
• Company-wide events designed to honour and celebrate the outstanding achievements of our exceptional team.
• We LOVE Entertainment, and Racing and Sports are at the heart of everything we do. So, it only makes sense that we provide access to staff giveaways to sporting and racing events.

Who are we? 

At Entain Australia & New Zealand, we're on a mission to revolutionise the world of sports and gaming venue entertainment. We're the home of Australia and New Zealand's best gaming and tech talent, with a passion for pushing boundaries and creating unforgettable experiences. 

We have a host of leading brands under the Entain umbrella – our customers can experience the best of sports betting and entertainment with Ladbrokes Australia and neds, where together they provide thrilling avenues for sports enthusiasts and racing aficionados alike.  

We're also proud to support racing and sport in New Zealand through our 25-year strategic partnership with TAB NZ. The TAB brand in New Zealand connects enthusiasts to the heart of the action, whether it's horse racing, greyhounds, or a variety of thrilling sports. We're excited to be working alongside our other key NZ brands including SENZ, Trackside, and our brand new wagering brand betcha.  

A culture where you belong! 

As a global employer, Entain is committed to providing a safe, fun, and inclusive culture where our people feel like they truly belong. We are a multicultural business that values, celebrates and respects individual differences, so whatever your sexuality, gender, gender identity, ability, age, race, religion, or belief, you will have a voice here, and the space to do your best work. Our diverse internal networks support you to express your views and make a positive difference. 
 
Due to the wagering aspect of our industry, applicants must be a minimum of 18 years old to apply. 

For more information, please contact mitchell.crane@entaingroup.com.au or hit apply now.