Customer Service Supervisor

Work @ Sportsbet

Job Location:

Darwin - Australia

Monthly Salary: Not Disclosed

Posted on: 6 hours ago

Vacancies: 1 Vacancy

Job Summary

AboutUs

At Sportsbetwereunited behind our purpose to Bring Excitement to Life for over2.4 millioncustomers. We do this by delivering fun challenging the status quo and livingourvalues. As part of the global Flutter Groupwerea major player internationallybut in MelbourneSydneyand Darwinwerea tightknit team of 1300 teammates (with over half in Tech & Data Science).

Our commitment to responsible gamblingis genuine anddemonstratedthrough the wide range of responsible gambling initiatives and to be the leaders in responsible gambling in our industry not just locally but globally.

We are one of the top workplaces for Women throughWORK180.WORK180is a leading platform that independently assesses employers on policiesbenefitsand practices that support women and underrepresented groups at work. Weremaincommitted to makingSportsbet the best place to workand encourage you to explore our employer profile on the WORK180 website to learn more about what we offer.

AboutThe Role

As a Customer Service Supervisor youll play a critical role in supporting frontline contact centre operations.. Reporting to the Senior Customer Service Manager youll supervise inbound contact centre teams monitor realtime performance and manage customer escalations to ensure a consistently high standard of service. Youll also step in to support customer interactions during peak periods helping ensure appropriate escalation coverage and smooth daytoday operations.

ResponsibilitiesInclude:

Act as the key escalation point for complex customer matters including complaints bet disputes cancellations and safer gambling interactions
Conduct call reviews and callbacks to support resolution quality and customer retention
Manage advanced customer queries market resulting and escalation outcomes
Assign and audit outbound tasks and account checks to ensure accuracy and timeliness
Monitor queues and realtime performance to maintain service levels
Support agents during live customer interactions and manage breaks and coverage
Produce reporting on contact trends queue performance and agent outcomes
Champion change initiatives through clear communication updated processes and training delivery

About You

While we arebig on developmentand offeron the jobtrainingwewantto set you up for success.

Youre a calm customerfocused professional who thrives in fastpaced contact centre environments. You enjoy supporting teams on the floor solving problems in real time and balancing customer needs with operational performance. Youre collaborative resilient under pressure and genuinely motivated by delivering great customer outcomes.

What You Will Bring

Demonstrated experience working in a customer service contact centre environment
Strong customercentric mindset with empathy and professionalism
Confidence managing customer escalations and resolving complex issues
Ability to multitask and work effectively across multiple systems and screens
Strong communication skills both written and verbal
High attention to detail with a qualityfocused approach
Proven ability to support teams through change and evolving ways of working
Comfort working varying shift patterns based on operational requirements
Demonstrated leadership presence on the contact centre floor

The Perks

We work hard and play hard so along with a competitive salary and generous performance-based bonusfor permanent staff membersheressome ofourotherperks:

25 days annual leave(thats right anadditionalweeks leave!)

Hybridworking policy(Monday and Friday from home)anda $1050homeoffice allowancefor new starters.

Industry leadingParental Leavesupportprogram with26 weekspaid leaveforPrimary Carersandno wait time. We also have a progressive return to work benefit for your first 6 months back: come back for 3 days get paid for 4; come back for 4 days get paid for 5.

Hack Days-whereyourcreativity and collaborative ideaslead to excitingnew ideasand projectsfor our customers.

Access to outstanding career development programs including expert-led internal training and external learning opportunities(staff allowance for personal development)

Weekly concierge service including free massagesand nail appointments all onsitein our Melbourne office!

Freebreakfast daily freshfruitand weekly rotating socials from Thursdayofficedrinks to fun team events

End of trip facilities with onsite table tennis and pool tables

Discounted health insurance and free flu jabs yearly.

We review applications within the first two weeks so apply now! Check out ourInstagramandTikTok(@lifeatsportsbet)LinkedIn and careers websitefor more information about our inclusive culture.

OurFocusonDiversityEquity&Inclusion

Wedontjustsupport diversity we celebrate it! This is a workplace where you can thrive and feel safe to bring your whole authentic self to work.

WhatstheGreen Tick Feeling

Wellitsdifferent for everyoneyetunites us feeling you get when you succeed no matter what successlooksliketo the little andbig thingsthat make you feel likeyourethriving when working at Sportsbet.

Werean 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 alsoknow flex means different things to different peoplesolet us know how we can support you to be your best.

If you thinkyoudbe a great fit butdontnecessarily meet everything in the job description please still get in touch.

Ready to bring excitement to life Apply now

Required Experience:

Manager

AboutUsAt Sportsbetwereunited behind our purpose to Bring Excitement to Life for over2.4 millioncustomers. We do this by delivering fun challenging the status quo and livingourvalues. As part of the globalFlutter Groupwerea major player internationallybut in MelbourneSydneyand Darwinwerea tightknit ...