LILY JENKINS

Role Description - The position of Trading Operator requires a combination of excellent Customer Service skills, an understanding of Sports Betting and a keen eye for detail in handling Settlement and Trading Content processes. The position plays a pivotal role in delivering exceptional customer experiences while also contributing to the smooth functioning of our Settlement and Trading Content functions.

Responsibilities include (but not limited to):
Telephone Betting

• Engage with customers via phone to facilitate the placement of live bets.
• Deliver exceptional customer service by addressing inquiries and resolving issues.
• Adherence to confidentiality requirements for all customer information.

Settlement

• Execute Settlement processes to ensure customer payouts are accurate and timely.
• Monitor sports events, odds, and results to ensure accurate settlement of markets.
• Manual resulting of markets and running of scripts to settle markets.
• Collaborate where required, with the Trading team to validate and confirm settlement outcomes, ensuring consistency and accuracy.
• Analyse settlement discrepancies and work to resolve any.
• Re-settlement of erroneously settled markets.

Trading Content

• Ensure that the PointsBet mobile sites and websites have “site health” with respect to promotion, look and feel, pricing and display of key promotional markets.
• Manual creating of markets and running of scripts to update market information.
• The regular sweeping of the website to ensure accuracy, currency and consistency.
• Monitoring website content and product.
• Following documented processes to ensure that 24/7 Content Task Lists items are actioned correctly and efficiently.

• Upsold high-profit items such as appetisers and mixed drinks to enhance sales numbers
• Used cash registers and EFTPOS terminals to cash out customers
• Stayed up to date on menu changes to help customers make food choices
• Collaborated with Kitchen to correctly update customers on unavailable dishes and specials
• Worked in the kitchen to run food and drinks to tables
• Maintained customer relationships to the point where I have regular customers
• Maintained cleanliness in dining area, contributing to a pleasant atmosphere for customers.
• Cultivated warm relationships with regular customers.
• Bussed and reset tables to keep dining room and work areas clean.
• Demonstrated excellent multitasking abilities by managing multiple tables simultaneously without sacrificing quality of service.

• Maintained a clean and organized café environment, adhering to health and safety regulations.
• Managed cash register transactions accurately, ensuring proper handling of cash and credit card payments.
• Wiped, sanitized and maintained floors, facility, and equipment to adhere with company standards and procedures.
• Handled high-pressure situations calmly while multitasking effectively to maintain optimal productivity levels during busy periods.
• Displayed calm and friendly demeanor when addressing and resolving customer issues and complaints.

• Maintain order efficiency and accuracy through clear communication with kitchen staff, earning numerous recommendations from satisfied customers
• Shared knowledge of menu items, enabling customers to make personal decisions based on taste and interest
• Maintain customer satisfaction with timely table check-ins to assess food and beverage needs
• Up sold drink specially items, wine selections and desserts to increase overall sales an exceed targets