About us:
We are the new operators of the UK's National Lottery licence from February 2024. Join us as over the next year we embark on a largescale transformation journey to build a bigger, better, and safer National Lottery that delivers more money to Good Causes. As one of the UK largest brands you'll have a once in a lifetime opportunity to work with one of the UK biggest media budgets.
Once-in-a-lifetime opportunities exist for people from within and outside the betting and gaming industry to join us play a part in giving the National Lottery a fresh start. Allwyn is 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.
Role Purpose:
1. 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 delivered at all times.
2. To handle contacts from all of Allwyn's customers through webchat to complete any associated actions that are required. Do this within agreed performance and quality measures.
3. Responding to up to 3 live chats whilst navigating two screens to support all queries coming through our webchat.
4. In this fast paced environment good grammar, fast typing and attention to detail is required.
Department Description:
The Customer Operations department provides end-to-end support at agreed customer service and Gambling Commission standards to all players and retail customers.
Team Description:
The contact centre is responsible for managing all inbound and outbound communications from customers, retailers and players via telephone, web-chat, email and all other correspondence. This role will specifically be focusing on the webchat responses.
Role Responsibilities:
1. Follow process and handling instructions and guidelines to contacts through our webchat option, meeting SLAs and team targets.
2. Identify customer requirements and where possible resolve retail and player queries e.g. account issues, customer complaints and player systems matters.
3. Where necessary, refer issues to relevant internal/external department using correct escalation procedures.
4. Maintain a knowledge of Allwyn's operating model and keep abreast of all new Lottery products, games, initiatives and changes to procedures.
5. Gather qualitative player data and log contact related information into relevant systems.
6. Undertake ad hoc data entry as requested.
7. Undertake the verification of player data and integrity.
8. Receive winner claims and deliver the agreed winner process, taking and transferring confidential information onto player or retail information systems/databases during the contact so that it can be referred to the winners advisers.
9. Achieve KPIs.
10. Act as an ambassador for Allwyn's, using knowledge of the organisation and our offerings to promote Camelot in a positive way at any given opportunity.
11. Be available for training as required.
Key Measures of Success:
1. Business Expertise: Has developed knowledge and skills in a specific customer contact area; may still be acquiring higher level skills.
2. Product & Service Expertise: Has developed a good understanding of all the products and services available via the customer contact channel.
3. Delivering Solutions (Problem Solving): Solves problems by selecting from a range of well defined solutions.
4. 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.
5. Delivering Solutions (Planning & Organising): Prioritises and organises own work to meet agreed upon deadlines and quality/accuracy standards.
6. Delivering Solutions (Continuous Improvement & Process): Highlights new opportunities to continuously improve current working practices within own team.
7. Impact (Decision Making): Makes decisions related to own work. Receives regular but moderate supervision and guidance.
8. Impact (Influence): Provides information and advice to customers on basic product/service offerings. Is aware of the effect of actions on external relationships.
#J-18808-Ljbffr