Customer Service Consultant (Mātanga Hāpai Ratonga Kiritaki)

Application process: 

We want our recruitment process to be fair, consistent and transparent. If your application progresses, here’s what you can expect:

Please review these steps before applying, as each stage is an important part of how we assess candidates for this role.

• Candidates who meet the initial role requirements will be invited to complete a brief online video interview and assessment. These activities help us assess role-related skills, including written and verbal communication, and must be completed for your application to progress.
• Shortlisted candidates will then be invited to an in-person interview at our Newmarket office.
• Before an offer is confirmed, preferred candidates will be asked to complete two satisfactory reference checks, a Ministry of Justice criminal history check and a credit check. Any information identified will be considered in relation to the requirements of the role.
  

If you need any support or adjustments to participate equitably in the recruitment process, please let us know.

A bit about you / He kōrero mōu:

• Previous experience in a contact centre environment is required – ideally across multiple customer interaction channels.
• Strong communication skills, with the ability to confidently lead customer conversations, listen carefully, understand customer needs, respond with patience and understanding, and take ownership through to a positive resolution.
• Strong prioritisation and time management skills.
• Excellent verbal and written communication skills - clear, calm, positive and professional.
• The ability to quickly learn technical concepts and apply them to practical troubleshooting.

Your team / Tō rōpū:

Working in the Lotto NZ Customer Service team means stepping into a world of flexibility, variety, and the chance to grow your skills with on-the-job training while making an impact and helping Kiwis every day.

We’re here for our players and retailers 365 days a year, and our Customer Service centre buzzes with energy during these hours. You’ll work rostered shifts across the following operating hours, including one weekend day – because Lotto magic doesn’t take weekends off!

• Mondays, Tuesdays, Thursdays, Fridays: 7:00am – 8:00pm
• Wednesdays & Saturdays: 7:00am – 9:00pm
• Sundays: 7:30am – 6:30pm
  

You’ll be based at our vibrant Newmarket office in Auckland, with the added bonus of hybrid working once you’re up to speed.

Your day-to-day / Āu mahi ia te rā:

Our Customer Service team provides friendly, go-to support for our players and retailers – answering queries, solving tech issues, and guiding customers across our phone, email, webchat, and social media channels:

• Providing support to both our digital customers who use the MyLotto app and website, as well as our retail customers.
• Solving problems and making things right with confidence and care – including player registration, payments, ticket queries, prize claim support, technical issues and how to play our games safely.
• Translating technical terms into plain English.
• Logging and resolving all queries with efficiency and accuracy.
• Providing support to Lotto NZ retailers with their instore equipment and ticketing processes.

How we care for you / Me pēhea tā mātou tiaki i a koe:

To help you win at work and beyond, we’ve created some purposeful ways to look after you, your whānau and the community we share. Some of this includes:

• Access Perks, our staff discount programme, with great deals and everyday savings across popular NZ brands.
• Cancer Care Programme: access to comprehensive cancer support, including personal health coaching and educational resources. Free and confidential for employees and their whānau.
• Flexibility to have the work-life balance that suits both you and the people you care about via our hybrid working model.
• Extra paid leave for days like Lotto Day at Christmas and Volunteer Day.
• Personalised development to help you grow.
• Recruitment referral bonus.
• Modern office in Newmarket plus barista coffee machine.
• An array of health and wellness benefits such as free flu jabs, access to EAP and onsite gym.
• Opportunity to join any of our Inclusion, Diversity, Equity and Wellbeing networks.
• Enjoy fresh fruit, biscuits, coffee, breakfast, and a selection of teas on us! 

* some of these items have specific eligibility criteria

Come as you are / Haere noa mai:

We want you to feel at home when you’re with us. We accept you and celebrate you exactly as you are, no matter your background.

At Lotto NZ, we believe that when everyone’s in, everyone wins. That’s why we’re committed to and intentional about building a diverse and inclusive workforce that our customers and communities can feel a part of. Our focus is to create an environment where you thrive, and where people from all backgrounds feel seen, heard, and understood!

This is your opportunity to join a group of good people, with good vibes who support each other like whānau.

We want you to feel comfortable throughout the recruitment process, so please feel free to let us know if there is anything you need to allow you to participate equitably. 

Don’t worry if you think you don’t tick all the boxes – if you have passion and interest, we would love to hear from you.

While applications from any background are actively encouraged, the right to work in New Zealand is a must.

Position description Apply now

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