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Customer Service Consultant | Mātanga Hāpai Ratonga Kiritaki
Why choose Lotto?
At Lotto NZ, we’re believers in inspiring Kiwis to dream big. So working with us means doing meaningful mahi that benefits good causes across Aotearoa. All while having fun along the way.
Everything we do comes back to making sure Kiwis can play in a way that’s healthy and fun, whilst returning 100% of our profits back into our communities around Aotearoa.
Our Commitment as a Crown Entity
Ka mahitahi mātou o te ratonga tūmatanui kia hei painga mō ngā tāngata o Aotearoa i āianei, ā, hei ngā rā ki tua hoki. He kawenga tino whaitake tā mātou hei tautoko i te Karauna i runga i āna hononga ki a ngāi Māori i raro i te Tiriti o Waitangi. Ka tautoko mātou i te kāwanatanga manapori. Ka whakakotahingia mātou e te wairua whakarato ki ō mātou hapori, ā, e arahina ana mātou e ngā mātāpono me ngā tikanga matua o te ratonga tūmatanui i roto i ā mātou mahi.
In the public service we work collectively to make a meaningful difference for New Zealanders now and in the future. We have an important role in supporting the Crown in its relationships with Māori under the Treaty of Waitangi. We support democratic government. We are unified by a spirit of service to our communities and guided by the core principles and values of the public service in our work.
Application Process:
Qualified candidates will be invited to complete a short online assessment. This assessment is an integral part of the application process.
Final shortlisted candidates will be invited to an assessment centre day and in-person interview at our office in Newmarket on Friday 23 May 2025.
About the role:
We have both permanent and fixed term full-time opportunities in our Customer Service team where your skilled approach to customer and retailer queries, confident communication and passion for positive outcomes will be rewarded as you join a team who inspire Kiwis to dream big and win at work and beyond.
The Lotto NZ Customer Service Consultant role is focused on supporting our digital customers who use the MyLotto app and website, and retail customers with ticket and prize queries so you will enjoy a variety of voice, email and web communications and have future development pathways.
Customer Service is also first point of contact for our retailers who need technical assistance with Lotto NZ terminals and equipment, and support with instore ticketing processes.
The Lotto NZ Call Centre:
If you choose to work in Customer Service at Lotto NZ, you are choosing flexibility, variety, and the opportunity to gain experience and thrive.
We operate 365 days a year, and our hours of operation are:
Shift patterns include a weekend day - naturally, Lotto draw days are busy!
This role is based in Auckland at our office in Newmarket.
At Lotto NZ, we have a hybrid model; you will be working from our office and may be able to spend some time working from home on agreed days subject to company policy, and once you have achieved a level of proficiency.
Your day-to-day:
As a Customer Service Consultant for Lotto NZ, you will:
Support and engage with our MyLotto online customers and retail network customers throughout their Lotto journey.
From registration, to how to play our games safely, to payments, to ticketing, to prize claim support.
Provide real-time, first tier technical support for Lotto NZ retailers.
Resolve customer issues using sound problem-solving tools and techniques.
Assist with general MyLotto customer support activities.
A bit about you:
You will have:
a customer-first mindset.
a self-starter approach with strong prioritisation and time management skills.
strong and effective verbal and written communication skills.
the ability to interact effectively with a wide range of people.
the ability to translate technical speak into easily understood language & instructions.
adaptability and the ability to manage multiple priorities with resilience & composure.
good operational knowledge of desktop/laptop and mobile device environments, as well as network and wireless technologies.
a genuine passion to find solutions and use logical thought processes to resolve issues.
Contact Centre experience is advantageous.
How we care for you:
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: (* permanent roles only)
*Insurances including medical, life, income protection and critical illness to make sure you’re covered whenever you need it!
Flexibility to have the work-life balance that suits both you and the people you care about via our hybrid working model.
*An annual wellness benefit to support your wellbeing.
Extra paid leave for days like Lotto Day at Christmas and Volunteer Day.
*Personalised development to help you grow, including access to tools like LinkedIn Learning.
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.
*Parental leave return to work lumpsum payment.
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!
Come as you are:
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.
