Customer Service Advisor

Over the past 30 years, we've grown from humble beginnings with a single computer into a diversified, global, technology-enabled lottery and prize draw company (ASX: JIN). Today, Jumbo operates across Australia, the UK, Canada and the US, bringing together technology, creativity and purpose to create premium digital experiences people love.

Our B2B platforms and managed services power government and charity lottery programs, helping raise funds for good causes, while our consumer brands connect millions of customers with life-changing prizes. Innovation has been central to Jumbo since the beginning, and we're continuing to invest in technology, data and new ways of creating better customer experiences.

Based in Pershore, Dream Car Giveaways is our UK consumer-facing prize draw business and one of the UK's leading digital prize draw operators. Since launching in 2018, DCG has had more than 140,000 winners across the UK and Ireland and given away prizes worth more than £160 million. In FY26 alone, the business had 670,000 active customers, ran more than 4,250 draws and awarded £33 million in prizes.

What You Will Be Doing

You'll help customers throughout their experience with Dream Car Giveaways, from day-to-day competition and order enquiries through to the fulfilment of smaller prizes. You'll be based in our Pershore office, reporting to Tom and working alongside Elliot, our Customer Experience Manager, who will support your training and ramp-up.

You'll manage customer communications across email, Meta, and occasional phone calls, helping customers receive clear information and timely support. The role contributes directly to a well-managed customer experience as we run competitions throughout the week.

This is a Monday-to-Friday role, working 9:00am to 5:30pm. The start and end of the week are typically the busiest periods as we prepare for and follow up on weekend activity. This is an in-office position.

What Your Day-to-Day Will Look Like

Respond to customer enquiries, primarily by email, as well as Meta messages and comments and occasional phone calls.

Provide accurate information about orders, tickets, Dream Points, promotions, draws, and prizes.

Manage customer communications for the fulfilment of smaller competition prizes, including delivery expectations for winners.

Process orders, returns, and general customer administration accurately.

Use our bespoke backend system to manage orders, user lists and customer records, and Microsoft 365 Outlook to manage email communications.

Apply established processes and approved response templates for common enquiries, including Dream Points and draw-transparency questions.

Keep customer inboxes and communications across platforms organised and up to date.

Resolve complaints and service issues professionally, escalating more complex matters where necessary, and work with colleagues across the business to keep customers informed of progress.

Identify opportunities to improve the customer experience or our ways of working.

What Success Looks Like

First 30-60 Days

Build confidence using our backend system, email, and customer-record processes.

Understand our products, customer journey, and the fulfilment process for smaller prizes.

Follow customer-service procedures accurately and consistently.

Communicate clearly and professionally with customers, keeping them informed when issues arise.

What You'll Be Able to Bring to the Role

Experience in customer service, administration, sales support, or another customer-facing role; strong transferable skills are also welcome.

Clear, positive, and professional verbal and written communication.

The ability to take ownership of enquiries, including challenging situations, and keep customers informed.

Sound judgement and the…