(Senior) Customer Care Officer (Admin and Operations)

The Hong Kong Jockey Club

Founded in 1884, The Hong Kong Jockey Club (“the Club”) is a world-class racing club that acts continuously for the betterment of our society. The Club has a unique integrated business model, comprising racing and racecourse entertainment, a membership club, responsible sports wagering and lottery, and charities and community contribution. Through this model, the Club generates economic and social value for the community and supports the HKSAR Government in combatting illegal gambling.

The Division

The Membership and Customer Excellence (MCE) Division is responsible for delivering world-class experiences and deepening engagement across all customer segments. The team oversees operations of clubhouses, racecourses, and Off-Course Betting Branches (OCBBs), while enhancing member and owner value propositions and promoting interest in horse ownership and equestrian sports. It leads the Club’s customer experience strategy across digital and physical touchpoints, ensuring consistency, agility, and excellence. The Division also manages data strategy and governance to build a unified view of customers, enabling more personalised and impactful interactions.

The Job

• Monitor and manage employee rosters, attendance, punctuality, leave records, and performance metrics. Maintain accurate and up-to-date employee records to support analysis and reporting. 
• Support departmental initiatives and collaborate with HR to implement employee improvement plans and disciplinary actions. Liaise with HR to stay informed of the Club’s latest policies and strategic directions. 
• Design, initiate, and implement incentive programs to enhance employee engagement and foster long-term loyalty to the department.
• Oversee daily office administration, to ensure smooth team operations, for examples: system access rights and installation arrangements; procurement and claims processing; payroll coordination and support.
• Supervise a team of customer care representatives, to ensure consistent and efficient daily operations.
• Foster a positive and collaborative working environment by building strong relationships with team members. Identify and provide employee development opportunities to enhance skills, performance, and career growth.
• To maintain appropriate operational risk control and compliance in all activities.
• Ensure compliance with Responsible Gambling Policy (RGP) and all stipulated legal requirements pertaining to wagering, thereby protecting the integrity of the Club’s business.
• Undertake other duties as assigned by Line Manager.

About You

• A Bachelor degree in Business or related disciplines.
• A minimum of 5-8 years’ experience with supervisory level in sizeable. Candidates with less experience may be considered for a lower grade position.
• Proficient computer skills, including word processing, spreadsheets, PowerPoint presentation etc.
• Have good communication skills in both written and verbal Chinese and English.
• Ability to work independently and efficiently under pressure with a proactive attitude.
• Willingness and ability to work on rotating shifts, including weekends and public holidays.

Apply Now!

We offer competitive salary and benefits packages, dynamic working environment and development opportunities.

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Equal Opportunity and Inclusive Hiring

We are an equal opportunity employer and strive to create an inclusive workplace for all. Applicants from diverse backgrounds are welcomed to apply. If you have any special needs or require accommodations during the interview process, please e-mail us via careers@hkjc.org.hk.

Personal data provided by job applicants will be used strictly in accordance with the Club's notice to employees and job applicants relating to the Personal Data (Privacy) Ordinance. A copy of which will be provided immediately upon request.