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Sector: Engineering
Role: Manual Skilled
Contract Type: Permanent
Hours: Full Time
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.
Department Description:
Customer & Retail Care service the customers and retailers of the national lottery brand, across a multi-channel environment to agreed regulatory and internal performance targets for customers and retailers - satisfaction, service delivery, healthy play and compliance performance targets.
Team Description:
* The Incident Management Team (IMC) have the responsibility to successfully and effectively manage any hardware and software faults for National Lottery terminals, ensuring that the maximum number of terminals are trading at all times.
* The team is also responsible for managing escalations and utilising third party services to resolve issues where required.
* The team is focussed on achieving high levels of first time fix rates and avoiding repeat calls to ensure minimum terminal down time.
Purpose of Role:
* To Manage Terminal faults through to resolution using effective troubleshooting processes and diagnostics, ensuring that the quality of service delivered to retailers is of the highest level and in line with agreed targets.
* To minimise customer down time and repeat calls.
* To communicate and escalate any service affecting issues to customer operations and the wider business.
Key Accountabilities or Duties:
* To manage faults and issues in agreed timescales.
* Accountability of repair cycle to ensure technical and software faults are resolved within SLA.
* Own and manage the 2nd line support communication to Retailers regarding technical and software faults.
* Consistently use troubleshooting knowledge and expertise of all TNL equipment to maximise Terminal up time.
* Manage relationships with key stakeholders and 3rd party service providers.
* Consistent delivery of compliance and quality standard across all processes & procedures.
* Achieving Retailer satisfaction and engagement scores in line with agreed KPI's.
* Provide Customer Operations (Hotline) with inbound call support as requested.
Skills & Experience:
* Ability to provide great customer service through excellent interpersonal skills.
* Knowledge of ITIL methodology is preferable.
* A thorough knowledge of the gaming communication systems used by Allwyn pertaining to lottery terminals.
* A thorough knowledge of lottery terminal functionality and communication networks which enable correct fault-finding and terminal malfunction resolution.
* A thorough knowledge of diagnostic tools.
* Experience of working to Service Level Agreements.
* Experience of fault management.
* Experience of liaising with third party suppliers.
* Ability to use Google apps, Microsoft Word and Excel to maintain and create documents and spreadsheets.
Company Vision:
Our vision is to grow the National Lottery responsibly, making it bigger, better and safer for all, with more to good causes.
Bigger because we will significantly increase Good Causes contributions by the end of the Fourth Licence through responsible growth of people playing.
Better because we will modernise technology and operations, refresh games and support shops while improving the use of data and digital.
Safer because participant protection underpins everything we do.
What is unique about us?
Our preparations to transform the National Lottery will be a once-in-a-lifetime type of project in the lottery industry, anywhere in the world. Join our journey to create a new experience for the National Lottery and help us to power change for the greater good.
Our approach:
In Allwyn, the National Lottery will have an operator that has social value at its heart. We will raise more funding for Good Causes, while running our own business in an environmentally and socially responsible way.
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.
Accessibility Commitment:
We are working to make the National Lottery truly accessible in a safe way, whether as a player, a retailer or an employee.
Come and help us shape what the future of the National Lottery could look like.
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