Customer Service Manager

At Aristocrat, we’re driven by a mission to bring happiness to life through the power of play. We’re looking for a dedicated Customer Service Manager to lead and expand our customer service operations. This role is essential to our success, offering the chance to shape multiple channels, locations, and brands. If you are a strategic leader committed to delivering seamless customer experiences, we want you on our team! Join us in evolving the customer journey and making a meaningful impact in a fast-growing, dynamic environment.

What You'll Do

• Direct and coordinate multi-channel customer support functions (phone, email, chat, social media) spanning multiple locations and brands.
• Coordinate inbound and outbound contact strategies to ensure an outstanding customer experience.
• Develop and implement customer service policies, procedures, and guidelines.
• Collaborate with key partners (Marketing, CRM, HR, Compliance, Operations) to align service initiatives with business goals.
• Drive customer happiness, dedication, and retention through innovative service programs.
• Monitor and analyze service benchmarks to identify trends and implement improvements.
• Manage budgeting, forecasting, and prioritization for the customer service department.
• Ensure compliance with regulatory requirements and company standards.
• Implement training and development programs for customer service teams.
• Apply cloud-based platforms (Freshdesk, Salesforce) and AI tools to improve service delivery.
• Foster a culture of customer-first approach, accountability, and continuous improvement.

What We're Seeking

• More than demonstrated ability directing customer service functions in environments involving various channels, locations, and brands.
• Proven experience in online industries such as betting, insurance, or fintech.
• Solid understanding of both incoming and outgoing contact center functions.
• Practical experience working with cloud-based service platforms such as Freshdesk or another CRM similar(Salesforce).
• Data-driven approach with proficiency in analytics and reporting tools.
• Excellent leadership, communication, and collaborator management skills.
• Ability to work in a fast-paced, high-growth environment.
• Experience in gaming/betting industry and highly regulated markets (preferred).
• Familiarity with VIP customer handling and advanced retention initiatives (preferred).
• Knowledge of brand new customer service technologies and automation tools (preferred).

Compensation Philosophy

We offer a comprehensive pay and benefits package designed to stay competitive in the market, support your wellbeing, and recognise your contribution to our success. Our approach is underpinned by a pay-for-performance belief in rewarding individual impact. Your specific compensation package will be determined by factors such as your skills, experience, qualifications, and location.

Depending on your role and location, you may be eligible for annual bonuses and incentives, health and wellbeing benefits, paid time off, retirement plans, insurance coverage, and other local or statutory benefits.

Specific details about compensation and benefits for this position will be discussed during the recruitment process.