Other Conditions
Occasional night or weekend work depending upon business needs. 

Substantive Equality Statement
Lotterywest is an equal opportunity employer and values diversity. We encourage applicants from a diverse field to apply, including Indigenous Australians, people from culturally and linguistically diverse backgrounds, and people with disabilities. At Lotterywest employees are supported in organising flexible work arrangements, where business operations allow.

Job Description
Contributes to the achievement of Lotterywest’s strategic business goals to develop a positive and effective partnership between Lotterywest and the Western Australian community. For this role, it relates to the provision of services to customers through telephone based helpdesk as well as direct public enquiries concerning Lotterywest gaming activities. This is facilitated through working with Manager Customer Services in the coordination of the following areas:
• Contributing to planning, developing and managing the customer services interface in relation to retail gaming activities in order to maintain Lotterywest’s corporate reputation, objectives and operating principles and to enhance business objectives.
• Managing Lotterywest’s legislative and regulatory framework concerning gaming activities, as required under the Lotteries Commission Act 1990.
• Managing the business unit’s Issues Management process including analysis and preparation of data and reports, to fulfill regulatory requirements and support business objectives.
• Coordinating, through active personal contribution, the successful operation, efficiency and effectiveness of the Customer Services sections.
• Contributing to a productive organisation wide work environment and accepting corporate responsibilities involved in working for Lotterywest.
The job requires working collaboratively with all team members within the business unit and all other areas of Lotterywest which enhance our business, provide information and support to customers or work directly with community groups.

Selection Criteria
ESSENTIAL CRITERIA
Leadership and Management Capabilities, in particular:
• Demonstrated leadership ability in creating collaborative and productive work environments and in forming effective teams;
• Process development and management.

Communication Skills
• High level written and verbal communication skills including representation and presentation skills

Sound interpersonal skills, particularly:
• Demonstrated ability to build and maintain positive relationships with major stakeholders, customer and business partners to ensure a customer focus in the timely delivery of outcomes;
• High level interpersonal skills in dealing with customer enquiries and resolving sensitive issues or problems in an environment subject to political and media scrutiny;

Process Management
• High level capability and experience in business process management, review and improvement.

Research and Analysis Capabilities, especially:
• Capability in gathering and analysing information and in providing reports and advice to senior management, including making recommendations for a particular course of action.

Positive Team Orientation, especially:
• Modeling a positive influence on others;
• Ability to work independently but also collaboratively with others.
DESIRABLE CRITERIA

Tertiary level qualifications in business, management, marketing, behavioral sciences or similar discipline.

Sound knowledge of the Commission’s legislation and other relevant gaming and general legislation.

For Further Job Related Information
Enquires about the role can be directed to Chris Bibrlik on 9340 5246.

Application Instructions

Please download the job pack below and refer to the job pack for instructions on how to apply.

ATTACHMENTS: - e pack 0932.pdf

You can view and print these PDF attachments by downloading Adobe Reader.

WORK TYPE:  Permanent - Full Time

LOCATION: Osborne Park

CLOSING DATE: 2009-11-23 9:30 AM
(YYYY-MM-DD)