Contact Centre Agent

At the heart of everything we do is our vision to change lives every day, and our mission to grow The National Lottery responsibly and champion its impact. We are Allwyn UK, part of the Allwyn Entertainment Group – a multi-national lottery operator with a market-leading presence across the USA (Michigan and Illinois) and Europe, including Czech Republic, Austria, Greece, Cyprus and Italy. While the main contribution of The National Lottery to society is through the funds to good causes, at Allwyn we put our purpose and values at the heart of everything we do. Join us as we embark on a once-in-a-lifetime, largescale transformation journey by creating a National Lottery that delivers more money to good causes. We’ll talk a bit more about us further down the page, but for now – let’s talk about the role and who we’re looking for… A bit about the role… To provide first line support to both players and retailers within the agreed departmental KPIs and Gambling Commission requirements, ensuring that an optimum level of service is always delivered. This consists of handling contacts from all of Allwyn’s customers both inbound and outbound and ensuring completion of any associated actions that are required within agreed performance and quality measures. What you’ll be doing… Identify customer requirements and where possible, resolve retail and player queries e.g. account issues, customer complaints and player system issues. Undertake ad-hoc data entry if requested Handle High Tier winner calls and deliver the agreed High Tier winner process, taking and transferring confidential information onto player or retail CRM systems/databases during the contact so that it can be referred to the Winner Services Team. Be available for training as & when required Act as an ambassador for Allwyn, using knowledge of the organisation and our offerings to promote Allwyn in a positive way at any given opportunity whilst achieving KPI’s set. What experience we’re looking for… Awareness of the mechanics of all National Lottery games and products (Desirable but not essential) Awareness of working in a highly regulated area Demonstrates strong customer service skills Ability to extract and input data into CRM systems in line with internal processes & awareness of GDPR. Can work well as part of a team but also alone Key Measures of Success: Achieving KPI’s set Ability to navigate around Microsoft computer systems as appropriate Understanding of the mechanics of all National Lottery games and products Work with team manager on quarterly objectives agreed & set with line managers Able to work under pressure within a highly regulated business with a drive for continuous development in role. About us: We’ve developed ground-breaking technologies, built player protection frameworks, and have a proven track record of making lotteries better. Innovation - We pride ourselves on it! We’re constantly looking for new ways to excite our customers, bringing new products to enjoy which is all underpinned by our responsible play values and making them accessible to all. Giving back – Did you know that playing the lottery generates around £30m a week for charities and good causes in the UK? Our aim is to have doubled this number by the end of the first 10 year licence Sustainability – Our aim to be net zero by 2030 which would make us the first lottery provider globally to achieve this Inclusion and accessibility – We are making all parts of The National Lottery inclusive – whether you play a game in a store or online. If you need any assistance or adjustments to this job description or in the application process, please contact a member of the talent team at [email protected] and we’ll be happy to help. An inclusive reward offering with wellbeing at the centre… At Allwyn, we’ve put together a range of inclusive benefits and policies to support our colleagues at every stage of their lives and careers. Here’s a list of some of the fantastic benefits we offer… Company bonus scheme Matched pension contributions up to 8.5% 26 days annual leave + 2 Life Days (and bank holidays) Complimentary Private Medical Life Assurance Enhanced Maternity & Paternity leave £500 wellness allowance Access to nutritional advisor and personal trainers Discounted Health Assessments Complimentary Financial coaching Our benefits and policies reflect our commitment to wellbeing and inclusivity and are enhanced with features that benefit our colleagues (and their families). By offering a variety of benefits that support our colleagues, we continue to create a place of work where people feel rewarded and can succeed. A place of belonging… We want to create one of the UK’s most inclusive organisations – where people can bring the best of themselves, to do their best work, every day, for the benefit of good causes. Allwyn is an Equal Opportunity Employer which prides itself in being diverse and inclusive. We do not tolerate discrimination, harassment, or victimisation in the workplace. All employment decisions at Allwyn are based on the business needs, the job requirements, and the individual qualifications. Allwyn encourages applications from individuals regardless of age, disability (visible or hidden), sex, gender reassignment, sexual orientation, pregnancy and maternity, race, religion or belief and marriage and civil partnerships. We are a Disability Confident Leader which means we’ve taken proactive steps to ensure our workplace is accessible and inclusive for disabled colleagues and candidates. As part of this we offer an interview to disabled applicants who meet the essential requirements of the job.