Skills

Communication Customer Service Attention to detail Training Coaching

Job Specifications

Join our journey to create a new experience for The National Lottery and help us to power change for the greater good.

We are Allwyn UK, part of the Allwyn Entertainment Group - a multi-national lottery operator with a market-leading presence across Europe which includes: Czech Republic, Austria, Greece, Cyprus & 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...

This is a 6 Months FTC 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 via email or letter and ensuring completion of any associated actions that are required within agreed performance and quality measures.

What you'll be doing...

Investigating and resolving customer complaints thoroughly and fairly, ensuring outcomes are accurate and compliant with company and regulatory standards.
Compiling high quality written correspondence
Identify customer requirements and where possible, resolve retail and player queries e.g. account issues, customer enquiries and player system issues.
Escalate contentious issues raised by email or letter to the respective areas of the business
Undertake ad-hoc data entry if requested
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...

Proven experience in complaint handling, customer correspondence in a regulated or customer focused environment
Exceptional written communication skills, with the ability to write clearly, concisely, and empathetically
Awareness of the mechanics of National Lottery products (Desirable but not essential)
Awareness of working in a regulated business
Strong customer advocacy and customer service
Working in a team environment
Familiar with Microsoft suite products
Ability to work with several departments and key stakeholders

Key Measures of Success:

Attention to detail
Ability to navigate around Microsoft computer systems as appropriate
Excellent written skills
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 and improvement 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 careers@allwyn.co.uk 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 plac

About the Company

Allwyn UK is part of Allwyn Entertainment Group – a multi-national lottery operator with a market-leading presence in Austria, the Czech Republic, Greece, Cyprus, and Italy. Over the next two years we are going to embark on a large-scale transformation journey, unparalleled in the existing market, and a once-in-a-lifetime opportunity for anyone both within and outside the betting and gaming industry. We can’t talk too much about our plans – you’ll have to speak to us to find out more – but we can promise a fast-paced, exci... Know more