Growing Up in the Contact Centre: Liam's Story


Sportsbet

Our Melbourne and Darwin-based Contact Centres are at the heart of our business, working with millions of our customers to bring Excitement to Life. We got the team together to find out why they love working here... here's what they told us:

  • Culture: The environment is fast-paced, high pressure – but there’s a real family-feel. There’s always support to be bold and try something out- if you don’t quite get it right, there’s always someone to put you back on the right path. Darwin, especially, is young and we’re all mates.
  • We’re a “talent incubator”: there are plenty of examples of our agents joining the CS team, developing their skills and then moving onto another role and team at Sportsbet.
  • Perks!: Between the benefits, gifts, bonuses and care packages – Sportsbet is always seeing our hard work and rewarding us for it.

We then sat down with a few members of the team that started in the Call Centre years ago and followed their career progression at Sportsbet. Here's Liam Alexander's story:

Tell us about why you initially joined Sportsbet's Contact Centre?

I was at a bit of a crossroads in my career, having been working in sales for a few years and feeling quite burnt out. I was looking for a change and had a friend from a previous job who was working at Sportsbet, who encouraged me to apply. I’d had a background in customer service and phone sales, so the transition was easy. I never anticipated that it was going to be a long term career move for me to join Sportsbet.

What has your career progression been since then?

I started as a casual in CS for the 2016 Euros. It was only a matter of months before I was extended a full time position, and I was given a lot of opportunity to develop within the contact centre – firstly looking after some outbound reactivation calls, allocating generosity, looking after social media enquiries and becoming a supervisor. I eventually applied for a secondment in Digital Operations (now called the platform team), managing on site assets, links and promotions. That position was made permanent, and after 12 months having flagged marketing and copy writing in my dev plan, I eventually moved over to the CRM team who were part of the same department at the time. I’ve been in the CRM team ever since, having moved around a few different roles including momentum and lifecycle (reactivation) and was made a manager at the end of last year.

What did you like most about your time on the team - and why should other people consider a career in the Contact Centre?

I loved the pace of the environment, the support of working in a team, helping resolve customer queries and pain points, and getting to talk sport all day with customers and staff. Anyone who works at Sportsbet will tell you the best things are the people, the culture, and the career development – the contact centre is an amazing place to get your foot in the door, learn a lot about how SB and the industry operates, and connect with people around the business and you feel fully supported in exploring your passions and developing skills.

Interested in joining Sportsbet? Learn more about Sportsbet and check out open roles here!