Assistant Customer Care Manager (Workforce Management Team)

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.

Job Summary

The Integrated Contact Centre in Retail and Telebet Services Department provides one-stop customer service to the Club’s customers and general public. By means of telephone hotlines and online channels, we provide customers with product information, enquiry handling and feedback handling, etc.

The role of Assistant Customer Care Manager falls under the Workforce Management Team, is responsible for supporting the development and performance of the customer care team by ensuring service quality, delivering effective training programs, and driving staff engagement initiatives. This role involves monitoring service interactions to uphold quality standards, identifying training needs, and designing learning solutions to enhance staff capabilities. The Assistant Manager also plays a key role in organizing and executing staff engagement activities to foster a positive and motivated work environment. The position requires close collaboration with team leaders and other stakeholders to ensure continuous improvement in service delivery and employee satisfaction.

The Job

• Develop and execute recruitment strategies to attract and select qualified candidates.  Conduct interviews and assessments to evaluate candidate’s skills, qualifications, and cultural fit.
• Identify training needs and develop training programs to address skill gaps and enhance employee performance. Conduct training sessions, workshops, and seminars to train employee on various skills and competencies.
• Develop and implement quality assurance strategies and processes to ensure adherence to standards and guidelines. Provide feedback and coaching to employees to maintain high-quality standards. Collaborate with other teams to implement quality improvement initiatives.
• Maintain an internal knowledge repository to store and organize relevant information, documents, and resources.  Collaborate with stakeholders to gather accurate and up-to-date knowledge.
• Foster a positive and inclusive work environment that promotes employee engagement and satisfaction.  Develop and implement employee engagement strategies and initiatives.
• 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 years’ experience in recruitment, training, quality assurance and staff engagement, preferably contact centre experiences. Candidates with less experience may be considered for the position of Customer Care Officer.
• Have solid understanding of market trends in the service industries with customer centricity mindset.
• Be result-oriented and self-motivated; able to multi-tasking.
• Be mature and a strong team player; able to work independently and efficiently under pressure.
• Have good communication skills in both written and verbal Chinese and English

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.