betr Entertainment Aus Pty Ltd – Melbourne VIC
Betr is a dynamic Australian sports wagering company on a mission to revolutionise the betting experience. With a focus on modern technology and customer experience, we offer a vibrant workplace for people who love sport and take pride in doing the job properly. If you want to make an impact in a fun, collaborative environment, we want you on our team.
About the role
The Service Delivery Manager is accountable for the end-to-end performance, effectiveness and continuous improvement of the Customer Support function. This autonomous leadership role will establish and develop the Melbourne-based team, deliver measurable improvements in customer experience and operational efficiency, and build a culture of ownership and accountability. The role requires a commercially aware, proactive leader who exercises independent judgement, delivers outcomes within delegated authority and develops a capable, adaptable team. It will initially focus on Customer Support, with collaboration across Gold Coast Phone Betting and other operational functions as business needs evolve.
Key responsibilities
- Take accountability for Customer Support performance against agreed customer experience, service, quality and productivity measures.
- Independently manage priorities, resolve operational challenges and implement corrective actions within delegated authority.
- Identify emerging risks and service gaps, using performance data to deliver recommendations, action plans and timely progress updates.
- Establish and develop a high-performing Customer Support team with clear expectations, initiative and ownership of outcomes.
- Own performance management and capability development within approved policies and delegations; address underperformance promptly.
- Build a flexible team capable of operating independently and supporting broader business requirements over time.
- Identify recurring customer issues and root causes, leading sustainable process, system and workflow improvements.
- Drive agreed improvement initiatives through implementation, adoption and measurement of results.
- Own workforce planning, resource allocation and roster effectiveness to meet demand across operating hours.
- Anticipate capacity constraints and service risks, balancing customer outcomes, team wellbeing and compliance.
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Service Delivery Manager employer: betr Entertainment Aus Pty Ltd
At betr Entertainment Aus Pty Ltd, we pride ourselves on being an exceptional employer in the heart of Melbourne, offering a vibrant and dynamic workplace for those passionate about sports and customer service. Our commitment to employee growth is evident through comprehensive training programs and a supportive team environment, ensuring that every team member has the opportunity to thrive and develop their skills. With unique benefits like weekend meals, generous annual leave, and a focus on responsible gambling, we create a fulfilling and rewarding experience for our Customer Support Agents.
Contact Details:
betr Entertainment Aus Pty Ltd Recruitment Team
