Your Day-to-day / Āu Mahi Ia Te Rā

In this role, you’ll sit at the heart of how Lotto NZ supports and delights both our retailers and players. You’ll lead the end-to-end customer service function, ensuring every interaction is seamless, high quality, and aligned to our brand and values.

On Any Given Day, You’ll Be

• Leading a high-performing, multi-channel Customer Service team to deliver against service, productivity and resourcing targets across voice and digital channels.
• Driving a consistent, high-quality omni-channel experience that reflects our commitment to customers and communities.
• Setting and executing the Customer Service strategy, balancing customer experience, cost, risk, and business performance.
• Shaping and evolving our contact centre operating model to improve efficiency, scalability and customer outcomes.
• Using insights, customer feedback and performance data to continuously improve service d...