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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.
About the role:
You’ll be the friendly go-to support for our
players and retailers – answering queries, solving tech issues, and guiding
customers across phone, email, webchat, and social media.
We’ve got full-time
permanent and fixed-term roles available.
If you’re a tech-savvy experienced contact centre
consultant who can bring energy, empathy, & enthusiasm, we’d love to hear
from you!
About our contact centre:
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 are a supportive, fun, and inclusive team and no
two days are the same!
We’re here for our players and retailers 365 days a year, and our Customer Service centre
buzzes with energy during these hours:
Our shift patterns include a weekend day – because
Lotto magic doesn’t take weekends off!
You’ll be based at our vibrant Newmarket office in Auckland, with the added bonus
of hybrid working. Once you’re confident and have achieved
a level of proficiency in the role, you may be able to work from home on agreed
days – giving you the best of both worlds (subject to our hybrid working policy).
What you’ll be doing:
providing omnichannel 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 – from registration, payments, ticket queries, prize
claim support, lost tickets, tech hiccups to how to play our games safely.
translating techy talk into plain English and logging
and resolving all queries with efficiency and accuracy.
providing technical support
for Lotto NZ retailers with their equipment and instore ticketing processes.
What you’ll bring:
previous experience in a call centre environment – ideally omnichannel.
a genuine passion for helping people and solving problems!
strong prioritisation and time management skills.
excellent verbal and written communication skills – you’re clear,
calm, and kind!
a cool head under pressure and a can-do attitude.
the ability to interact effectively with a wide range of people.
tech confidence – you know your way around a computer and can pick
up systems quickly.
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!
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.
*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.
*Extra Parental leave benefits including return to work lumpsum payment plus KiwiSaver equality 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.
