Responsible Play and Customer Care Advisor

The Lottery Corporation; Brisbane; Hybrid; AUD 70,000 - 100,000; Full time

Benefits offered by this job

Hybrid working

Generous leave options

Recognition programs

Learning and development platform

Internal growth opportunities

Inclusion & Diversity initiatives

Volunteer with community partners

Dollar-matched charitable giving

Job summary

The Lottery Corporation is recruiting a Responsible Play and Customer Care Advisor to support customer care, responsible gambling and risk compliance across our Lottery and Keno operations in Australia. In this role you will review gambling-related escalations, assist with account actions including barring and self-exclusion, and provide guidance on responsible gambling across projects and campaigns.

Join a team focused on safe play, strong compliance, and continuous improvement, with hybrid

Qualifications

• A degree/qualification in risk and compliance management or relevant experience.
• An understanding of risk and compliance management systems.
• At least two 2+ years’ experience in operational risk and compliance support.
• Experience working in a highly regulated business desirable.
• Knowledge of the gambling industry desirable.

Responsibilities

• Champion a strong customer care culture, helping prevent gambling harm and meet responsible gambling obligations.
• Review responsible gambling escalations, customer accounts and behaviours, including managing barring and self-exclusion requests.
• Provide responsible gambling advice across projects, marketing campaigns and business initiatives.
• Support the delivery and continuous improvement of responsible gambling policies, processes, training and governance.
• Partner with internal teams, regulators and industry bodies to identify risks, improve practices and support key Responsible Play initiatives.

Skills

Operational risk

Regulated industry

Gambling industry knowledge

Risk & compliance

Education

Degree in risk and compliance

Job description

Responsible Play and Customer Care Advisor

Are you ready to join the winning team at The Lottery Corporation?

We power Australia’s biggest lottery games – and we’re one of the world’s top-performing lottery businesses. As the home of The Lott and Keno, we’re building on decades of excitement and life-changing wins, bringing our games to every state and territory except WA.

For more than a century, we’ve been playing our role in creating positive impacts by delivering winning moments every day to our people, our customers, retailers, partners and our community.

But we’re not standing still. We’re evolving into an entertainment company – more customer-obsessed, more agile and driven by real outcomes.

Because at our core, it’s simple: we create winning moments – and we’re building the next chapter as the team behind Where Australia Comes to Play.

The Responsible Play and Customer Care Advisor will deliver customer care, responsible gambling and operational risk management and compliance support services in alignment with the Responsible Gambling Code of Conduct. You will be a key member of the central advisory service supporting TLC’s Lotteryand Keno businesses, providing practical guiderails tominimisegamblingharm.

What you&rsquo’ll do

Champion a strong customer care culture, helping prevent gambling harm and meet responsible gambling obligations.

Review responsible gambling escalations, customer accounts and behaviours, including managing barring and self-exclusion requests.

Provide responsible gambling advice across projects, marketing campaigns and business initiatives.

Support the delivery and continuous improvement of responsible gambling policies, processes, training and governance.

Partner with internal teams, regulators and industry bodies to identify risks, improve practices and support key Responsible Play initiatives.

What you&rsquo’ll bring

• A degree/qualification in risk and compliance management or relevant experience.
  
• An understanding of risk and compliance management systems.
  
• At least two 2+ years’ experience in operational risk and compliance support.
  
• Experience working in a highly regulated business desirable.
  
• Knowledge of the gambling industry desirable.
  

What you&rsquo’ll get

Not only will you receive an awesome candidate experience from our caring Talent team, but you’ll get a genuine feel for who we are and what it’s like to be part of our team.

The benefits of working with The Lottery Corporation are pretty good. Just to name a few:

• Balance work and life with our ‘flex for great outcomes’ approach – hybrid working, plus a range of generous leave options.
• Reward and recognition programs at all levels. Your hard work won’t go unnoticed.
• Ignite your potential with our dedicated learning and development platform to support your bright future.
• We empower careers to grow from within. 50% of all roles in 2025 were filled by our own people, proving that your next opportunity is already here!
• A true sense of belonging. We’re committed to Inclusion & Diversity with a range of initiativessuch as our Gender Affiliation Support, employee inclusion networks and diversity memberships and celebrations.
• Make positive impacts with opportunities to volunteer with our community partners. We'll also dollar match fundraising efforts of our employees lending their support to registered charities.

We’re committed to providing a safe, respectful and supportive work environment. We encourage you to let us know if we can make any accommodations, so the process can be more user friendly for you.

We acknowledge and pay respect to the traditional custodians of the lands on which our offices, retail outlets and venues operate. We acknowledge the inextricable link First Peoples of Australia have with the land past and present.