Join our journey to create a new experience for the National Lottery and help us to power change for the greater good.
About us:
We are Allwyn UK, part of the Allwyn Entertainment Group – a multi-national lottery operator with a market-leading presence in Austria, the Czech Republic, Greece, Cyprus and Italy. We have been officially awarded the Fourth Licence (10 year licence) to operate the National Lottery starting February 2024.
We’ve developed ground-breaking technologies, built player protection frameworks, and have a proven track record of making lotteries better. Our aim is 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.
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, large-scale transformation journey to build a bigger, better, and safer National Lottery that delivers more money to good causes.
Role Purpose:
To grow National Lottery (NL) returns to good causes by providing proactive support to all customers in line with the agreed departmental KPI’s, ensuring that all our retailers optimise sales opportunities.
Department Description:
The Customer and retailer care department provides end to end support at agreed customer service and NLC standards to all players and retail customers.
Team Description:
* The team actively manages sales and compliance for a number of retailers through inbound & outbound calls. Key to the team’s success will be the ability to achieve targets in a profitable way.
* Adhoc support is provided to the wider Customer Operations team when necessary to ensure optimum levels of service are delivered.
Role Responsibilities:
* To build relationships, actively promote NL and influence positive changes to retailer Lottery advocacy.
* Maximise customer contact time by making effective outbound contacts, in line with outlet contact strategy, through effective diary management and time planning.
* Demonstrate a good understanding of both multiple and independent retail store environments to effectively advise retailers on matters of sales growth, brand promotion, merchandising, Scratchcard stock management & adherence to mandatory regulations (NLC).
* Demonstrate effective 2-way communication in a blended approach to working with other teams.
* Resolve various retailer NL issues as and when raised, taking ownership to gain resolutions if required.
* Work in conjunction with other Allwyn Departments to provide a joined-up approach to CRM.
* To review, utilise and update data records held in Allwyn CRM systems before, during and after retailer and player interactions.
* Provide adhoc support to other operational activities, initiatives and projects as required.
* Accurately update the Allwyn CRM tool.
* Provide targeted inbound and outbound support to other operational activities, initiatives and projects as required.
* Where necessary, refer issues to relevant internal/external departments using correct escalation procedures.
* Maintain a knowledge of Allwyn's operating model and keep up to date with all Lottery products, games, initiatives and changes to procedures.
* 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.
* To deliver on any reasonable adhoc requests.
Key Measures of Success:
Organisational Competencies/Measures
* Business Expertise: Has developed knowledge and skills in a specific customer contact area; may still be acquiring higher level skills.
* Product & Service Expertise: Has developed a good understanding of all the products and services available via the customer contact channel.
* Delivering Solutions (Problem Solving): Solves problems by selecting from a range of well-defined solutions.
* Delivering Solutions (Customer Focus/Communication): Responds to non-standard requests from internal and/or external customers; investigates with assistance from others as needed. Exhibits consistent and appropriate communications style and customer-focused approach to a variety of situations.
* Delivering Solutions (Planning & Organising): Prioritises and organises own work to meet agreed upon deadlines and quality/accuracy standards.
* Delivering Solutions (Continuous Improvement & Process): Highlights new opportunities to continuously improve current working practices within own team.
* Impact (Decision Making): Makes decisions related to own work. Receives regular but moderate supervision and guidance.
* Impact (Influence): Provides information and advice to customers on basic product/service offerings. Is aware of the effect of actions on external relationships.
● Ability to use Aspect telephone systems in order to make and receive telephone calls.
● Knowledge of Webchat.
● Understanding of the mechanics of all National Lottery games and products.
● Ability to extract and input data into systems as appropriate so that information is logged in full in line with Data Protection Act.
● Ability to navigate around Microsoft computer systems as appropriate.
Our goal is 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.
* 34 days paid leave (This includes bank holidays)
* 2 x Life Days
* 4 x Salary of Life Insurance
* Pension: We’ll contribute 8.5%
* BUPA
* £500 wellness allowance
* Income Protection
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